Alex Dudley
Atlanta,GA
Summary
Customer Success professional with experience managing complex accounts, driving retention, and serving as a trusted advisor across regulated and fast-paced environments. Proven ability to onboard clients, interpret product and plan designs, and exceed performance metrics.
Overview
13
13
years of professional experience
Work History
Benefits Coordinator
Elevance Health
02.2023 - Current
- Managed a portfolio of member and employer accounts, serving as the primary point of contact for ongoing support, issue resolution, and plan optimization.
- Guided customers through onboarding, enrollment, and plan changes, ensuring smooth adoption and accurate setup.
- Interpreted complex benefit structures and translated them into clear, actionable guidance aligned with customer needs.
- Proactively identified discrepancies and risks, reducing billing and eligibility errors prior to escalation.
- Partnered cross-functionally with internal teams to resolve escalations efficiently and improve customer experience.
- Maintained strict data compliance (HIPAA), managing sensitive customer information with discretion and accuracy.
- Consistently exceeded performance KPIs, earning recognition as a top performer.
- Supported open enrollment initiatives, educating customers and driving informed decision-making.
Customer Success Analyst
PNC Bank
09.2020 - 09.2022
- Maintained ongoing relationships with customers by tracking interactions, risks, and opportunities using CRM tools.
- Built strong customer rapport through consultative communication and proactive support.
- Identified at-risk accounts early, implementing tailored engagement strategies that reduced churn.
- Acted as a trusted advisor, ensuring customer needs were understood and addressed efficiently.
- Mentored new team members, sharing best practices for customer engagement and retention.
Sales Account Manager
Canopy Lifestyles
03.2017 - 02.2020
- Prepared proposals and presentations for client and prospective meetings as well as prepared weekly and monthly reports (i.e sales and occupancy reports).
- Negotiated contracts with favorable terms for both the company and clients, driving mutual success.
- Implemented quarterly marketing plans, budgets, and recorded results.
- Enhanced brand visibility through strategic participation in marketing campaigns and promotional initiatives.
- Increased sales revenue by identifying and pursuing new business opportunities.
- Managed multiple properties totaling $1M in revenue.
Customer Retention Specialist
Canopy Lifestyles
04.2016 - 03.2017
- Boosted customer retention rates at a rate of 70% by implementing targeted strategies and personalized outreach efforts.
- Developed action plans for at-risk accounts involving customized solutions tailored specifically to each client's needs leading to successful resolutions.
- Implemented targeted outreach campaigns to re-engage inactive customers and boost repeat business.
- Led initiatives that reduced churn rates through personalized follow-up communications.
Server
Parc Communities
01.2013 - 04.2016
- Delivered food orders promptly to ensure customer satisfaction and dining experience.
- Collaborated with kitchen staff to maintain efficient workflow during peak service hours.
- Assisted in inventory management by tracking supplies and notifying management of shortages.
- Maintained cleanliness of service areas, ensuring compliance with health and safety regulations.
Education
Bachelor of Science - Communications
KENNESAW STATE UNIVERSITY
05-2019
Skills
- Customer Success & Account Management: Customer Retention & Churn Reduction, Account Health Monitoring, Stakeholder Communication
- Product & Process: Customer Onboarding & Enablement, Adoption & Usage Guidance, Workflow Optimization, Process Documentation
- Tools & Systems: Salesforce CRM, Customer Data & Reporting, Microsoft Office Suite, ADP, Bswift, Internal Platforms
- Professional Strengths: Consultative Problem Solving, Cross-Functional Collaboration, Training & Enablement,Clear, Empathetic Communication
Timeline
Benefits Coordinator
Elevance Health
02.2023 - Current
Customer Success Analyst
PNC Bank
09.2020 - 09.2022
Sales Account Manager
Canopy Lifestyles
03.2017 - 02.2020
Customer Retention Specialist
Canopy Lifestyles
04.2016 - 03.2017
Server
Parc Communities
01.2013 - 04.2016
Bachelor of Science - Communications
KENNESAW STATE UNIVERSITY