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
Remote, US
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
Remote, US
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
Atlanta, GA
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
Atlanta
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
Marietta, GA
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