Shira Hudson

About Shira Hudson

Shira Hudson is a seasoned professional with over ten years of experience in Customer Care Management. She is known for her results-driven approach and ability to create an inclusive and collaborative working environment. Shira is accountable for ensuring full regulatory compliance and legal requirements within her area of responsibility. In her role, Shira effectively manages operational Customer Care teams by diagnosing blind spots and implementing positive and productive changes. She frequently leverages emerging Speech Analytic technology to gain consumer insights and perform root cause analysis. Additionally, Shira conducts financial analysis for the department and manages the departmental budget. Shira excels in establishing strategies to enhance the quality and efficiency of customer support services. She closely monitors business and key performance indicators to measure and manage customer service effectiveness. Shira also oversees cost-effectiveness, productivity, and the implementation of customer support procedures that foster continuous improvement. As a leader, Shira is dedicated to driving the vision and mission for consistency in Customer Care support standards. She possesses expertise in strategic planning, information technology, relationship building, project management, root cause analysis, quality assurance, data mining, leadership development, robust communication skills, conflict resolution, information systems, and staff training and mentoring. Shira Hudson is a highly skilled professional who brings a wealth of expertise and leadership to her role in Customer Care Management. She is committed to delivering exceptional service and driving continuous improvement within her organization. AREAS OF EXPERTISE • Strategic Planning • Information Technology • Relationship Building • Project Management • Root Cause Analysis • Quality Assurance • Data Mining • Leadership Development • Robust Communication Skills • Conflict Resolution • Information Systems • Staff Training and Mentoring

Experience

1. Director of Customer Experience

   Vantage Apparel

   Sep 2024 — Present

   As the Director of Customer Experience at Vantage Apparel, I lead the strategy to create an exceptional end-to-end customer journey. My focus is on cultivating a customer-first culture by leveraging process innovation, customer advocacy, and data-driven improvements to elevate the overall experience. I collaborate across departments to ensure seamless teamwork and implement initiatives that drive customer satisfaction and retention. Through a proactive, innovative approach, I strive to consistently exceed customer expectations, helping Vantage Apparel maintain its position as an industry leader.

Education

• University of Arizona

  Master of Business Administration - MBA

  2019 — 2021

• Thomas Edison State University

  Associate’s Degree

  2014 — 2016

• Thomas Edison State University

  Bachelor's degree

  2014 — 2016

Skills

• Microsoft Excel
• Ewfm
• Remedy Ticketing System
• Crystal Reports
• Empower
• Inbound Marketing
• Vendor Management
• Customer Experience
• Lync Server 2010
• Aspect Acd
• Data Entry
• Direct Sales
• Sox Compliancy
• Telecommunications
• Impact 360
• Microsoft Word
• Team Leadership
• Rta
• Maestro
• Workforce Management
• Voice Over Ip (Voip)
• Sos
• Citrix
• Ida
• Wireless
• Voip
• Customer Retention
• Customer Service
• Atlas
• Microsoft Office
• Avaya
• Call Centers
• Rightnow
• Management
• Avaya Technologies
• New Hire Processes
• Customer Satisfaction
• Ivr
• Cisco Voip
• Contact Centers