CYNTHIA HUDSON

adtxbm@r.postjobfree.com 404-***-**** Santa Rosa Beach, FL https://www.linkedin.com/in/cindyhudson-cccm/ EXPERIENCED CUSTOMER SUPPORT MANAGER

OPERATIONAL PROCESSES PERFORMANCE COACHING WORKFORCE MANAGEMENT Collaborative, adaptive Customer Support Leader offering comprehensive management experience in call center/customer support settings with diversified knowledge of HR, payroll and billing support, talent coaching, and operational processes. Drives efficiency and quality of service through proactive team leadership, implementation of best practices, and support of strategic objectives. Positive, forward-thinking, and analytical with strengths in problem solving, opportunity identification, and process improvement. Applies in-depth knowledge of contact center/customer support functions, staff development, and quality assurance to impact success. Key Skills

Relationship Management Customer Interactions Client Support Call Escalation Lean White & Yellow Belt Operational Processes & Standards Performance Optimization Resource Allocation Hiring and Staffing Staff Evaluation System & Business Conversions Service Delivery Process, People and System Technology Cost Savings Strategy Development Product Testing Reporting & Documentation Data Analysis PROFESSIONAL EXPERIENCE

REALJOY VACATIONS (DESTIN, FL)

2022-PRESENT

RESERVATIONS MANAGER

REALJOY VACATIONS provides vacation rental owners with high quality property management, we provide guests with unforgettable vacation experiences, and we provide our employees with rewarding careers. We are an exciting, growing, fun and fast-paced vacation rental company that manages over 500 properties in the panhandle of Florida.

Respond to all reservation requests, as well as guest/owner comments, questions, and concerns in a prompt manner

Provide a welcoming atmosphere to potential guest when inquiring about a reservation and insights to local establishments

Manage electronic calendars and bookings for all properties utilizing internal reservation system

Update and maintain current online property listings

Ensure timely collection of all payments

Review all guests following their stay and ensure those guests provide reviews ERBE USA, INC. (MARIETTA, GA)

2018 – 2022

CUSTOMER SERVICE REPRESENTATIVE II

We are valued throughout the world as an integral and reliable partner to physicians and specialty medical personnel, and we are distinguished by our expert advice as well as our progressive approach in the market. As a leading manufacturer, we consider it our duty to maintain ongoing improvements to medical procedures through product innovations, comprehensive services and training programs.

Provides front-line service to sales reps and customers; provides answers to basic product questions, documentation of potential complaints and comments as well as problem resolution.

Receives and processes sales orders from field sales reps as well as Erbe customers; includes computer data entry of orders and invoicing.

Handles returns and defective merchandise by determining proper course of action and implementing action; processes equipment returns within established company guidelines. Page 2

Monitors replacement orders and contacts customers for a timely return.

Follows process from order entry through invoicing.

Process blanket orders from customers for various times during the month.

Maintains customer files.

Acts as liaison to field sales reps to include supplying sales reps with equipment and written documentation as needed as well as tracking Erbe demo equipment inventory.

Verifies product quotations submitted by sales reps for accuracy.

Processes customer repair loaners. Verifies that equipment ordered is complete and that shipment dates are adequate.

Provides backup to the front desk receptionist position covering absences and breaks.

Assist with filing in the customer service clerk’s absence. TREATMENT MANAGEMENT COMPANY (ATLANTA, GA)

2017 - 2017 MANAGER, CALL CENTER

Treatment Management Company is dedicated to being the leader in the treatment of alcohol and drug addiction delivered through a 24/7 hotline. The addiction hotline service, called Aid in Recovery, is a 24/7 call center that offers guidance, education and placement opportunity to begin treatment care.

Supported continuous improvement, quality standards and performance through coaching, training and performance management.

Constant communication with inter-departmental teams to deliver superior service to our clients.

Identified Lean process improvements for the Team to reduce redundancy of daily responsibilities.

Process documents created for new team members to enhance intake process.

Analyzed insurance coverage to determine the risk factor of admitting the client without verification. RANDSTAD U.S. (ATLANTA, GA) 1994 – 2017

Senior Manager, Call Center (2012 – 2017)

Direct strategic efforts to improve service quality, process flow, and productivity. Analyze data to identify functional patterns areas for improvement. Drive accuracy and efficiency through cross-functional collaboration and relationship development. Establish performance standards. Provide coaching and training to support and retain long-term staff. Leverage best practices to guide operational direction. Contribute to system conversions through technical support, user documentation, specialized training, and project management. Work with VMS and MSP departments to support business processes and models.

Sustained quality service and performance through strategic decision making and consistent communication. Provided explanation and clarity of corporate plans, motivating and uniting teams toward common goals.

Cooperated with cross-departmental groups to coordinate projects, collaborating with Senior Vice President and U.S. Business Service teams to centralize back-office processes for multiple company brands within 5 years.

Collected and analyzed call volume, call type, and issue resolution metrics to determine trends, recommend solutions, and propose operational improvements to impact productivity and performance. Shared insights with executive management.

Converted Spherion Franchise business: improved franchise relations and exceeded service-level agreements. Realigned call center specialist duties, provided additional training, standardized processes, and added documentation for field offices. Implemented cross-functional weekly huddle meeting to identify problems and eliminate 90% of weekly issues.

Applied Lean process improvements to effectively reduce budget by 15%. Promoted consistency through the adoption of workflow adjustments and metrics analysis. Reduced run rate, coming in under annual budget.

Introduced chat option to call center contact capabilities, promoting enhanced service while impacting staff productivity. Increased chat volume from 400 to 3900 per month, tripling the productivity chat specialist role.

Partnered with IT Help Desk to use Front Range Voice to enhance service levels through employee use of IVR system. Effectively eliminated 22% of call volume (84,000 transactions) through leverage of IVR, automating redundant calls and realizing cost savings of $163K (3 FTE and 4 seasonal salaries) over a 3-year period.

Supported payroll questions and the talent portal for 90,000 temporary and contract employees, 500+ branch offices and on-site customer locations as well as 5000 active customers. Page 3

Manager, Call Center (2008 – 2012)

Navigated customer interactions including telephone, e-mail, mail, and fax communications. Promoted customer issue resolution through delegation of call center specialist daily duties. Managed call escalations and complaints. Identified staff training needs and performance metrics. Used call tracking software to identify and resolve problem trends. Leverage report data to effectively allocate resources and inform senior management of relevant service-level data and trends.

Monitored calls to optimize training, service, and productivity, resulting in a reduction of average call length and improvement of KPI statistics.

Assisted in development and subsequent support of call routing system including creation of diagrams, administration of calls to varied departments and levels, scripting, recordings, and implementation.

Evaluated multiple vendors to recommend, install, test, and implement call tracking software for Randstad Staffing. Selected existing system option, serving multi-functional needs of HR, Benefits, Finance, IT, and Business Development. Service Group Manager, Call Center (1994 – 2008)

Managed payroll processing, records, and data. Led recordkeeping, system updates, and data administration, developing team members through coaching, training, and performance management. Reviewed audit reports and identified errors. Updated employee information, resolved payroll issues, and introduced process improvements to promote efficiency and prevent future errors. Leveraged knowledge of regulatory and reporting requirements to develop payroll policies. Hired, mentored, and coached call center team members. Implemented continuous improvement initiatives.

Collaborated with programmers to convert financial data from Wang system to AS400. Resolved system errors, correcting file layouts and optimizing records.

Served as active team member and subject matter expert on project teams to assist in design, development, analysis, and implementation of improved systems.

Converted branch offices from paper to electronic system to track orders, assignments, customers, and contacts.

Developed a Service Group to support branch offices and talent development efforts. Assessed employee skills and future career goals, separating team into call vs. payroll focus groups.

Accounted for increase of 16,000 transactions during company staffing of Olympic Games, maintaining prompt payment and billing of customers and employees. Partnered with People Net to implement electronic system to capture time for payroll and billing. Led Service Group in acting as Command Center to manage and follow up on employee actions and serve as Tier I support for hardware/software issues. Recognized for service quality.

Assisted in call tracking software selection; cooperated with consultants and internal team members to designate workflows and create job roles and descriptions.

Traveled nationally to facilitate computer software training for end users of new front office technology. Keyson Properties LLC, Owner/Property Manager (1991 – Present) Owned and managed multiple properties in GA and FL for short- and long-term leases.

Douglasville, GA (3 properties)

Roswell, GA (1 properties)

Panama City Beach, FL (3 properties)

Santa Rosa Beach, FL (3 properties)

DeFuniak Springs, FL (2 properties)

TRAINING AND CERTIFICATION

Leading Executive Conversations, Sally Williamson and Associates Leaders in Motion, Randstad University

Certified Call Center Manager, STI, Association for Customer Service and Technical Support Professionals Lean White and Yellow Belt Certification, Randstad Holding and Kaizen Institute Leader Standard Work, Randstad Holding and Kaizen Institute Page 4

TECHNICAL SKILLS

Google Mail Microsoft Excel Outlook Front Range (Ivanti) PeopleSoft Financials and HR Systems People Net Sales Force Workforce Management NICE In Contact ADP Time Entry Snap Engage Chat Bomgar Chat Southware

Zendesk RJX Track

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