Hudson Eakin
Workforce Analyst ll - Platform Manager at SimpliSafe- Claim this Profile
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Bio
Credentials
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Genesys Certified Professional (GCP)
GenesysFeb, 2023- Nov, 2024
Experience
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SimpliSafe
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United States
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Computers and Electronics Manufacturing
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700 & Above Employee
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Workforce Analyst ll - Platform Manager
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Jul 2020 - Present
- PureCloud Architect (IVR) Certified as of 5/29/23- PureCloud Professional Certified as of 2/17/23- Agent Audit Manager. Revised a manual, annual agent audit process that took days to complete, and reduced it to a single form that takes 10m to produce on a weekly basis. - Leading Focus Groups with agents and researching call data to design PureCloud Call Scripts/Screen-Pops around agent needs.- Telephony (IVR) Manager - Integrating Genesys PureCloud and NICE IEX with other platforms like Salesforce, and Sprnklr. - Managing the PureCloud platform across multiple, international locations. - Developing new, efficient tools and reports for call center employees including call scripts, agent auditing, training materials, process documents, etc. - Assisting Supervisors and Department Leaders with NICE and PureCloud related issues- Working with IEX and Genesys to troubleshoot systematic platform issues. Show less
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Workforce Management Analyst - Real-Time
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Jul 2020 - Jul 2022
- Helped build the WFM Department- Real-Time Monitoring Service Levels and initiating defon procedures when necessary- Managed and expanded SS's PureCloud platform - Redesigned and implemented SS's current Onboarding Process- Supported Supervisors and Department Leaders in running the call center across multiple, international locations- Maintaining agent database
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Team Supervisor
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Jul 2019 - Jul 2020
- Lead and managed a team of 12 excellent Tech Support agents.- Worked with other teams to resolve call center issues and develop creative troubleshooting solutions for agents - Rotating weekend shift managing the entire Tech Support department
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Tech Support Agent
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Jul 2018 - Jul 2019
Assisted customers with technical support, sales, and customer service over phone and email
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Boston Chinatown Neighborhood Center
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United States
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Individual and Family Services
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1 - 100 Employee
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Music Teacher and Middle School Coordinator
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Jun 2014 - Jul 2018
- Developing a comprehensive music curriculum for 3rd-7th graders that combines hands-on practice with Ableton Live plus, History, Basic Theory, Sampling, Composition and Ethics. - Collecting and analyzing data on the effectiveness of my curriculum for grant proposals. - Assisting youth with daily challenges like homework, bullying and prejudice. Includes advocacy and mediation between students, parents, and school staff when necessary. - Leading a team of up to 10 college assistants throughout the year. Show less
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You Inc.
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Worcester, MA
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Relief Clinical Counselor
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Jun 2013 - Jun 2014
- Providing daily care and structure for traumatized and endangered children ages 13-20. - Engaging in counseling and crisis management with clients - Ensuring that routine and daily needs were met in a timely and appropriate manner - Providing daily care and structure for traumatized and endangered children ages 13-20. - Engaging in counseling and crisis management with clients - Ensuring that routine and daily needs were met in a timely and appropriate manner
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BDM
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Belgium
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Insurance
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200 - 300 Employee
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Music Director / Resident Artist
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Dec 2010 - Oct 2013
- Developing and managing the careers of 3 artists with different disciplines; a photographer, a DJ/producer and a set-builder / graphic designer. Included managing project schedules, shopping out portfolios to potential sponsors and leading a team of 12 promoters in grass-roots marketing campaigns for our artists and events. - Developing and distributing original promotional materials for artists and events. - A&R Responsibilities. Included talent-buying and researching trends to maximize show attendance. - Worked within strict budgets and intense guidelines to build unique, profitable shows in the region. Show less
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Marketing Consultant
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May 2011 - Aug 2011
I performed marketing research for a variety of projects and provided input/suggestions on their operations based off of my research. I performed marketing research for a variety of projects and provided input/suggestions on their operations based off of my research.
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Paul Green School of Rock
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Watertown, MA
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Bass Guitar Teacher
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Aug 2008 - Aug 2011
- Leading daily, multi-instrument ensembles for children ages 8-14, including special needs children. - Developing the bass guitar curriculum while maintaining school performance standards. - Teaching private lessons. - Leading daily, multi-instrument ensembles for children ages 8-14, including special needs children. - Developing the bass guitar curriculum while maintaining school performance standards. - Teaching private lessons.
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New Frontier Touring
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United States
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Musicians
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1 - 100 Employee
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Assistant Manager
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Sep 2010 - Jan 2011
- Booking 2 touring acts, a classical pianist named Alpin Hong and a rock band named Boom Chic. - Managing travel logistics for artists (flights, hotels, cars) while packaging information into a functional, simple format for artists-on-the-go and show promoters. - Developing and distributing promo materials for artists in a monthly newsletter to our client database. - Staying “on-call” to ensure the success of our clients and assist them during crisis. - A&R Responsibilities. Included filtering through artist submissions and trends to sign new talent. Show less
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Reindeer Records
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Portland, ME
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Assistant Manager
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Jul 2007 - Aug 2008
- Curating and stage-managing the 25th Annual Reindeer Rock-Off, a statewide battle of the bands. In 2008, 19 bands (over 70 musicians) competed. - Curating and stage-managing RO4UNO, a statewide battle of the bands for 21 solo artists. Until my involvement this project had never been successfully completed profitably. - Leading promotional campaigns with the acts involved and local media. - Working with strict budgets & timetables to handle logistics necessary for running both competitions. Show less
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Education
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2008 - 2012
Clark University
BA, Management
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