Hudson C. Michaels

Responsible for photographing game action, fan experiences, and team events for the Washington Wolfpack professional arena football team. I edit and share images for use on team social media and marketing. I also contribute to content planning and promotional ideas for social platforms. Additional photography assignments as needed.

As the Game Day and Event Photographer for the Washington Wolfpack, I capture the high-energy action of professional arena football, fan experiences, and team-related social events. My work plays a vital role in telling the team's story through compelling visual content.

Monitor KPI metrics through Tableau dashboard on a daily, weekly, and monthly basis to effectively coach representatives and establish behaviors leading to improved scorecards. Improve the overall customer experience through conducting weekly NPS callbacks, taking customer escalations for front-line representatives, and elevating concerns through the JIRA platform. Conduct quality assurance assessments of agent/customer phone interactions as measured by S4X call flow and monitor trends for performance opportunities. Partner with HR to write and administer performance appraisals, progressive behavior/conduct corrective actions, and documented weekly coaching for 10 direct reports. Met and exceeded company goals for YourVoice survey with some of the highest results in site for year over year from 90.6% to 99.1% satisfaction

Responsible for supervising a team of 12-14 Customer Account Executives in the Repair Center of Excellence comprised of both newly hired and tenured employees. Consistently worked to build a team committed to reaching and surpassing - sales, service and operational business goals. Routinely monitored individual employee and team performance, provided feedback, coaching and expertise that enhanced the team's knowledge of the industry, products, and quality customer service. In addition to strong motivational, team building and communication skills, routinely served as a "go-to" for a wide range of customer service situations, many requiring exceptional tact and diplomacy.

Answered an average of 30 inbound calls per day in a professional and courteous manner, reflected in a highly effective "Voice of Customer" score. Provided troubleshooting support to customers for internet, voice over I.P. and television services. Developed organizational and multi-tasking skills through working in a fast-paced environment.

Worked with management to create a new system for tracking and collecting payments, which increased collection rate by 30%. Maintained positive relationships with customers while collecting outstanding balances on delinquent accounts. Followed up on all customer inquiries regarding account balance or payment status via phone calls or email