Janet Dudley
Cedar Hill,TX
Summary
Goal oriented, dedicated professional manager with extensive analytical and problem-solving skills. Proficient in leading, managing, training and coordinating personnel to achieve optimal efficiency. Excellent verbal, written, presentation, and strong interpersonal skills at all levels. Extensive experience in customer service and client relations. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
44
44
years of professional experience
1
1
Certification
Work History
FEMA RESERVIST
01.2023 - Current
CHANGE MANAGEMENT
01.2022 - Current
- Develop strong customer, internal/external relationships
- Clearly understand client needs and execute whatever steps are necessary for completion
- Manage several accounts simultaneously
- Work change orders based on client requests, Contact Changes, Banking Changes requests
- Work well with other entities for a solid resolution
- Utilization of critical communication and written skills
CUSTOMER SERVICE SUPERVISOR—AZ
01.2020 - 01.2022
- Manage a group of customer service agents that handle inbound calls
- Handle escalated calls when necessary
- Provide reports daily
- Relationship building and fostering a positive team environment
- Guide/educate agents based on data/feedback and promote development
- Responsible for day-to-day operations
- Licensed to sell Medicare which is an asset to my team
CUSTOMER SERVICE SUPERVISOR—HYBRID
01.2019 - 01.2020
- Work with 11 agents that handle Funding, Customer Service and Application calls
- Handle escalated calls daily
- Work closely with Work Force to ensure all agents are available for our clients
- Oversee their training and make sure it is done in a timely manner
- Manage data from the reports to make any necessary changes in the business direction
BENEFIT ADVISOR SUPERVISOR
ONE EXCHANGE
01.2014 - 01.2019
- Trained and managed a team of 14-17 high-performing Licensed Benefit Advisors in a Call Center who consistently received top awards for sales, customer service, and conformity to established procedures.
- Encouraged employee development by utilizing strengths and skill sets of individual team members to strengthen the team.
- Enrolled Medicare clients into plans that conformed to their medical needs
- Works as an escalation/resolution point of contact on client issues based on 20+ years of experience
- Train new Benefit Advisors once on the sales floor to ensure they had a true concept of the business real time
- Exhibits excellent communication skills to deliver complex information to Benefit Advisors
- Utilization of time management and organization skills
- Managed team by using administrative and computer skills daily
- Manages several issues/projects simultaneously daily
- Work with transitioning participants from group to individual coverage
- Worked 2 season with a Work At Home team of Benefit Advisors in the Dallas area and then a remote group in Houston.
Benefit Advisor
01.2013 - 01.2014
- As a licensed insurance agent, professionally assisted Medicare-eligible retirees with navigating the transition from employer group insurance to individual Medicare plans.
- Provided guidance to select appropriate plans for individual needs and budgets, resulting in significant savings for the retirees as well as for their former employers.
Administrative Assistant
COCA COLA
01.2010 - 01.2013
- Working in Production assisting supervisors with daily tasks and other associated responsibilities as defined
- Prepare daily production and labor reports for distribution, ensured forms are readily available for employees daily
- Database management and maintenance
- Coordinate activities as scheduled, prepared A/V equipment for daily meetings
- Receptionist/mailroom and supply inventory responsibilities
Assistant Manager—Operations
STAPLES
01.2007 - 01.2010
- Responsible for the day-to-day store operations, cross-trained in all departments
- Handled all customer escalations and resolutions
- Inventory management
- Train all new personnel
Office Supply Specialist
STAPLES
01.2006 - 01.2007
- Tier II Support to the Assistant Manager, acted as a Manager on Duty when needed
- Responsible for the setup and arrangement of seasonal floor presentations
Customer Bid Manager
LUCENT TECHNOLOGIES
Dallas, TX
01.2003 - 01.2005
- Established winning relationships with sales teams and business partners through process improvement and performance management activities.
- Provided feedback into Lucent Worldwide Services (LWS), Lines of Business' (LOB) and LWS Bids & Proposals Platform team on customer pricing, trends and tool requirements/updates.
- Engaged appropriate LWS Subject Matter Expert's (SME) from LOB's and delivery organizations.
Engagement Specialist
LUCENT TECHNOLOGIES
Dallas, TX
01.2001 - 01.2003
- Worked with Customer Teams to oversee installation of optical networking, provided complete documentation for the services requested.
- Worked with engineers on the pricing of installations.
Regional Program Manager
LUCENT TECHNOLOGIES
Dallas, TX
01.2000 - 01.2001
- Managed a 5-area region installing telecom equipment in central offices.
- Managed Field Program Managers in the Western U.S
- For DSL installations.
- Coordinated work with the client, Central Offices, Field Project Managers, and contractors
Field Project Manager
LUCENT TECHNOLOGIES
Dallas, TX
01.2000 - 01.2000
- Managed contractor staff on-site, overseeing installation of customer equipment.
- Worked with the Quality Assessment team to ensure installation met Telco requirements
- Meet and manage customer timelines
- Handle day-to-day operations with internal and external clients
Bid Manager, Network Care Managed Service
LUCENT TECHNOLOGIES
Carrollton, TX
01.1998 - 01.2000
- Worked to identify and resolve outstanding billing issues.
- Worked with the Contract Billing System to track monies due and the application of customer payments.
- Continuously met Service Level Agreements - invoices were delivered by the10th of each month.
Manager, Material Logistics Center
AT&T
Shreveport, LA
01.1996 - 01.1998
- Managed a diverse workforce in a warehouse environment and achieved a 98% on-time delivery rate.
- As a member of the management bargaining team, helped successfully negotiate a new union contract.
National Service Manager
EDS
Plano, TX
01.1994 - 01.1998
- Organized customer meeting as their liaison to troubleshoot resolutions and other issues.
- Provided resolution of customer issues within 48 hours or less.
- Single Point of Contact –responsive, supportive, receptive and deliver solutions
- Building and fostering positive relationships with the client
- Certified Trainer-traveled throughout the country delivering company approved training.
SOUTHWESTERN BELL TELEPHONE COMPANY
01.1980 - 01.1994
Education
B. S. Merchandising and Business -
Texas Woman's University
Skills
- Interpersonal Communication
- Effective Communication
- Written Communication
- Active Listening
- Time Management Abilities
- Adaptability
- Multitasking
- Problem-Solving
- Report Generation
- Team Building
Certification
- Licensed Insurance AgentLife & Health
Timeline
FEMA RESERVIST
01.2023 - Current
CHANGE MANAGEMENT
01.2022 - Current
CUSTOMER SERVICE SUPERVISOR—AZ
01.2020 - 01.2022
CUSTOMER SERVICE SUPERVISOR—HYBRID
01.2019 - 01.2020
BENEFIT ADVISOR SUPERVISOR
ONE EXCHANGE
01.2014 - 01.2019
Benefit Advisor
01.2013 - 01.2014
Administrative Assistant
COCA COLA
01.2010 - 01.2013
Assistant Manager—Operations
STAPLES
01.2007 - 01.2010
Office Supply Specialist
STAPLES
01.2006 - 01.2007
Customer Bid Manager
LUCENT TECHNOLOGIES
01.2003 - 01.2005
Engagement Specialist
LUCENT TECHNOLOGIES
01.2001 - 01.2003
Regional Program Manager
LUCENT TECHNOLOGIES
01.2000 - 01.2001
Field Project Manager
LUCENT TECHNOLOGIES
01.2000 - 01.2000
Bid Manager, Network Care Managed Service
LUCENT TECHNOLOGIES
01.1998 - 01.2000
Manager, Material Logistics Center
AT&T
01.1996 - 01.1998
National Service Manager
EDS
01.1994 - 01.1998
SOUTHWESTERN BELL TELEPHONE COMPANY
01.1980 - 01.1994
B. S. Merchandising and Business -
Texas Woman's University