DOMINIC HUDGENS
Clarksville,TN
Summary
Customer Experience Professional skilled in technical support, client onboarding, account management, and customer retention. Achieved a 95%+ customer satisfaction rate while managing a high-volume support queue and maintaining a 52% cancel-save rate through proactive retention strategies. Focused on enhancing SaaS platform adoption and driving cross-functional collaboration to address technical issues and advocate for product improvements.
Overview
6
6
years of professional experience
Work History
Client Experience Specialist
Luxury Presence
06.2026 - Current
- Managed client relationships as dedicated point of contact for SaaS platform navigation and digital strategy.
- Maintain 95%+ CSAT while handling technical issues, client concerns, escalations, and account-management responsibilities.
- Manage an average queue of 120 client cases, prioritizing issues based on urgency, complexity, and customer impact.
- Close an average of 15 cases per week, providing timely technical troubleshooting, product guidance, and issue resolution.
- Achieve a 52% cancel-save rate by identifying client concerns, addressing adoption barriers, and delivering proactive retention solutions.
- Supported 52% retained GRR through proactive account management, client engagement, and retention-focused solutions.
- Provide tailored technical guidance and troubleshooting to non-technical clients, translating complex platform functionality into clear, actionable solutions.
- Collaborated with Product and Engineering teams to escalate technical issues, relay client feedback, and advocate for product enhancements, driving improvements in service delivery.
- Analyzed account health indicators and user feedback to identify churn risks and develop proactive solutions, strengthening platform adoption and client retention.
Onboarding Manager
Luxury Presence
09.2025 - 06.2026
- Led client onboarding strategies and managed the transition from initial technical setup through platform launch.
- Identified and implemented operational process improvements designed to increase onboarding efficiency and support long-term client retention.
- Identified and implemented operational process improvements that enhanced onboarding efficiency and supported long-term client retention.
- Collaborated with executive leadership to align onboarding workflows and processes with company growth objectives, ensuring seamless integration of client needs.
Onboarding Specialist
Luxury Presence
10.2024 - 09.2025
- Guided new clients through onboarding workflows, account configuration, and website activation, ensuring successful platform adoption.
- Coordinated with cross-functional teams to resolve setup requirements and enhance early client experience.
- Created user documentation, platform walkthroughs, and support resources, facilitating effective client training and self-service.
Client Support Representative II
Luxury Presence
09.2024 - 10.2024
- Handled high-priority client escalations, ensuring timely resolution and clear communication to maintain client trust.
- Enhanced internal support processes to reduce resolution times and elevate client satisfaction.
- Resolved complex website and SaaS platform issues through advanced technical troubleshooting, enhancing user experience.
Client Support Representative
Luxury Presence
05.2022 - 09.2024
- Resolved client issues by translating technical platform functionality into clear, actionable guidance for improved user understanding.
- Guided clients through self-service features and platform capabilities to boost engagement and enhance their digital presence.
- Supported clients in optimizing website edits, navigating platform functionality, and utilizing digital tools for enhanced user experience.
Client Care Representative
EARGO
08.2021 - 05.2022
- Managed customer accounts, processed product replacements, and resolved complex inquiries, ensuring compliance and customer satisfaction.
- Clarified technical information while assisting customers with device and account-related issues, fostering effective communication and understanding.
- Delivered technical support and troubleshooting for hearing device users, enhancing user experience and satisfaction.
Investigative Specialist
HIRERIGHT
11.2020 - 06.2021
- Investigated criminal, court, and public records for background screening files.
- Verified employment, education, and reference records for accuracy and completeness.
- Reviewed candidate background cases using HireRight screening systems and client guidelines.
- Reviewed and processed information, upholding quality assurance and confidentiality standards throughout the verification process.
- Managed sensitive records and background verification processes, ensuring data accuracy and strict adherence to privacy regulations.
Education
High School Diploma - General Studies
JOLIET WEST HIGH SCHOOL
Joliet, ILSkills
- Client Onboarding
- Client Management
- Account Management
- Churn Prevention
- Client Retention
- Customer Success
- Customer Satisfaction
- Escalation Management
- Case Prioritization
- Client Case Management
- Process Improvement
- Platform Support
- Product Guidance
- Technical Support
- SaaS assistance
- User onboarding
- De-escalation
- Conflict Resolution
- Cross-Functional Collaboration
- Written Communication
- Verbal Communication
- Client Training
- Customer Support
- Client management
Selected Performance Metrics
- CSAT, 95%+, Maintained strong customer satisfaction while managing technical issues and escalations.
- Cancel-Save Rate, 52%, Successfully retained clients through proactive problem-solving and targeted account intervention.
- Retained GRR, 52%, Supported revenue retention through client engagement and churn-prevention efforts.
- Case Queue, 120-Case Queue, Managed an average active queue of approximately 120 client cases.
- Cases Closed Weekly, 15, Averaged 15 cases closed per week while balancing troubleshooting, client communication, and escalations.
Core Competencies
Customer Support, SaaS Customer Success, Client Retention, Churn Prevention, Account Management, Customer Satisfaction, Escalation Management, SaaS Troubleshooting, Platform Support, Technical Issue Resolution, Website Configuration, Domain Management, Product Guidance, Digital Platforms, Case Management, Queue Management, Process Improvement, Cross-Functional Collaboration, Client Onboarding, Knowledge Documentation, De-escalation, Conflict Resolution, Written Communication, Verbal Communication, Client Training, Technical Communication
Personal Information
Title: Customer Experience and SaaS professional
Timeline
Client Experience Specialist
Luxury Presence
06.2026 - Current
Onboarding Manager
Luxury Presence
09.2025 - 06.2026
Onboarding Specialist
Luxury Presence
10.2024 - 09.2025
Client Support Representative II
Luxury Presence
09.2024 - 10.2024
Client Support Representative
Luxury Presence
05.2022 - 09.2024
Client Care Representative
EARGO
08.2021 - 05.2022
Investigative Specialist
HIRERIGHT
11.2020 - 06.2021
High School Diploma - General Studies
JOLIET WEST HIGH SCHOOL