Dawnita Hudson
Tulsa,OK
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
8
8
years of professional experience
Work History
Centralized Support Desk
AT&T
Tulsa, OK
05.2023 - 10.2025
- Core Support Functions
- Incident Management: Provide Tier 1 and Tier 2 response to service requests received via phone, email, chat, and automated tickets.
- Technical Troubleshooting: Diagnose and resolve issues spanning multiple networks, including connectivity, devices, and applications.
- Business & Infrastructure Support
- Network Monitoring: Provide 24/7 health and status monitoring for network infrastructure, including routers, servers, and gateways.
- Advanced Triage: Perform remote connectivity testing and triage for business solutions like BVOIP, VoIP, and data networking.
- Tier 3 Engagement: Escalate complex service faults to specialized Tier 3 network or IT engineers and third-party vendors.
- Customer Retention & Sales
- Consultative Sales: Identify customer needs and recommend tailored products, rate plans, and entertainment options to fit their lifestyle.
- Retention Efforts: Use specialized knowledge and tools to resolve concerns and retain customers who may be considering leaving.
- Customer Education: Teach self-service options using myAT&T or the AT&T THANKS App.
Customer Service Manager
AT&T
Tulsa, OK
05.2021 - 05.2023
- Core Responsibilities
- Performance Coaching: Drive team sales and service performance by conducting regular coaching sessions and 'product knowledge checks' to ensure representatives meet Key Performance Indicators (KPIs).
- Operational Oversight: Manage daily tasks including staff scheduling, inventory counts, and loss prevention to maintain 'audit-ready' status.
- Talent Development: Oversee the full employee lifecycle, from recruiting and interviewing to onboarding and conducting formal performance reviews.
- Escalation Management: Serve as the final point of contact for complex customer disputes, technical troubleshooting, or billing issues that frontline staff cannot resolve.
- Strategic Reporting: Analyze sales and commission data to identify gaps, then report these insights to senior leadership to help refine marketing and business strategies.
Customer Service Representative - Tech Support
AT&T
Tulsa, OK
08.2017 - 05.2021
- Core Responsibilities
- Network & Device Troubleshooting: Resolve voice and data problems that span multiple interdependent networks.
- Software Setup: Guide customers through the installation and configuration of AT&T-provided software, air cards, and USB connectivity devices.
- Equipment Diagnosis: Diagnose hardware or software faults for smartphones, tablets, and home internet gateways; arrange for equipment service or replacement when necessary.
- Advanced Escalation: Engage Tier 3 network/IT engineers or third-party vendors to resolve chronic or high-impact service outages.
Education
Bachelor of Science - Sociology
University of Oklahoma
Norman, OK06.2000
Skills
- Customer service
- Time management
- Communication skills
- Computer literacy
- Leadership
- Microsoft word
- Microsoft excel
- Documentation review
- Account Management
- Avaya
- Kronos
- CRM Software
Timeline
Centralized Support Desk
AT&T
05.2023 - 10.2025
Customer Service Manager
AT&T
05.2021 - 05.2023
Customer Service Representative - Tech Support
AT&T
08.2017 - 05.2021
Bachelor of Science - Sociology
University of Oklahoma