Daniel Dudley

About Daniel Dudley

Dynamic and results-driven Senior Account Manager with over 15 years of experience in client management and healthcare sectors. 10 years of experience in hospitality management. Proven track record in managing high-profile client portfolios, driving revenue growth, and enhancing customer relationships. Expertise in analytical strategies, relationship selling, and critical thinking, with a demonstrated ability to identify client needs and deliver tailored solutions. Adept at collaborating with cross-functional teams to achieve strategic objectives and retention goals, while consistently exceeding service level agreements. Recognized for leadership skills, mentoring capabilities, and a commitment to excellence, with a strong background in negotiations, consultative sales and contract management. Committed to leveraging extensive industry knowledge to contribute to a forward-thinking organization.

Experience

1. Strategic Account Manager

   SEIU 775 Benefits Group

   Oct 2024 — Present · Seattle, WA, US

   I create and coordinate thoughtful resolutions to product, technology and customer service issues as raised by internal and external stakeholders. My daily focus is towards client and stakeholder concerns with respect to benefits delivered by the SEIU 775 Benefits Group. Manage logistical and special projects that support the SEIU Customer Experience team.*Assess escalated customer service issues, and triage appropriately*Personally resolve the most complex and sensitive custom matters*Support colleagues who handle and resolve client issues that are of medium complexity*Coordinate with other internal departments to ensure support for clients, the call center and employers*Manage multiple employer account relationships including documentation of employer visits, communications, advocating for their needs and escalating issues*Support the call center with weekly operational coordination*Document and communicate processes and decisions on behalf of the Customer Experience Team*Manage specialty projects and support operational needs on behalf of internal customers*Capture customer requirements for facing technology, customer service or product challenges and other emerging areas*Advocate for customers needs across the organization*Foster communication and rapport with clients to create positive customer service experience outcomes*Preparation of draft reports and presentations for key stakeholders as needed*Provide limited technical support to Customer Experience team*Provide daily reports and attend regular meetings with stakeholders*Support contract negotiations with vendor management

Education

• Washington State University

  Bachelor's Degree, Business Administration and Management, General

  1996 — 2000

• Tacoma Community College

  Associate's Degree, Health Information Management

  2009 — 2011