Laura Hudson

Experience

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  First Union National Bank

  Jul 2002 - Sept 2004

  Senior Teller/ Team Lead

  ATM/ 4 lane Teller  * ATM/Vault balancing and replenishing * Service Captain for region, responsible for leading interactive team meetings * Mentor Leaders- appointed to assist with new hire training * Average handle time less than 3 minutes * Assisted with conversion of systems from Frist Union to Wachovia

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  BrandSeed

  Apr 2003 - Jul 2005

  Customer Service Supervisor

  Customer Service Supervisor * “SAVES”- Created a specialist group for the Customer Retention Department.* Increased company retention by 35%* Directly managed 12 retention specialists* Maintaining hourly, daily, and weekly reports to ensure ASA and company objectives were met* Data Entry/Credit Card Processing of confidential information. * 325% above quota for three months 115% for over six months.

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  Windstream

  Aug 2005 - Jul 2013

  SMB Manager

  SMB Manager * $54 million annual account base * Directly managing 9 sales and account management representatives * Coaching and development of each representative to achieve department goals. * Developed material and conducted multiple interactive training classes with focus on SMB, Enterprise, and Customer Care policies and products. * Expediting escalations from internal and external customers from start to finish * Communication and training for new products and policies. Coordination of internal resources, schedules, and activities. * Assisted with training and development of Richmond and Charlotte SMB call centers * Recognized on corporate level for "Building Bridges"SMB Supervisor * Managed 5 sales and account management representatives 2011-2012. * $7.5 million annual account base. * 182.98% to quota for 2012. * 211.6% to quota for 2011 President’s Club * Agent focused account base. Coordination of internal teams to resolve/ assist with agent and customer requests Business Care/Trainer/Agent Customer Account Manager * 134% to quota for 2010 * 197.3% to quota for 2009 President’s Club * Highest Customer Service Award 2008- Top Gun * Single Support for Mid-Atlantic Wholesale, Mid-Atlantic Business Care, Mid-Atlantic Business Customers, and Customer Account Managers. 2007 * Administrative Assistant/Trainer 2008-2009. * Created and implemented referral program for new business sales. * Business Care Tier II Representative 2005-2007 Show less

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  CenturyLink

  Feb 2014 - Sept 2020

  • Base Management Leader

    Aug 2016 - Sept 2020

  • Account Consultant

    Feb 2014 - Aug 2016
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  Lumen Technologies

  Sept 2020 - now

  Senior Manager, Customer Success