Justin Hudgens Email & Phone Number

Loveland, Co, Us

Bethesda, Md

- Gather requirements and define and map current processes in order to create future state business processes for the client based on current best practices.- Analyze and document design specifications for the application.- Implement application design by working closely with both the client and Educe technical team.- Assist in user acceptance testing efforts and act as the liaison between the client and the system implementation team in troubleshooting product issues as they apply to the client's business.- Participate in end-user training by providing both product knowledge and insight on the client's business processes and solution design.- Help to develop and improve the Educe internal infrastructure as a whole and contribute to organizational objectives.

Santa Clara, Ca

- Bring new customers onto a Learning Management System platform (SaaS) and help customers find the best solutions to meet their business needs- Engage new customers post-contract signing and working to build an implementation project team- Guide the effort from kick off to live launch and transition to long-term support- Engineer software solutions to provide a structured learning platform and ensure smooth integration with multiple parties and systems- Display excellent communication skills to interface directly with customers as well as coordinate efforts between internal Expertus teams- Flexible and able to manage multiple concurrent work streams

Englewood, Co

- Identify and implement best practices, techniques, and processes for a team of wireless support specialists while maintaining a working knowledge of inter-departmental policies and procedures- Engage project managers, sales, and solutions engineers to ensure common understanding and meet expectations of wireless contract and technology implementation- Partner with project managers and care analysts to create, maintain, and review product and process documentation including marketing offers, user and training manuals, internal, and external processes- Contribute to project accuracy and completion with extensive process design, data analysis, and reporting techniques- Drive issue resolution through root cause analysis and process reconstruction to address functional change as well as new service and equipment requests- Organize, maintain, schedule, and execute various virtual and face-to-face training courses, conference calls, and meetings

Englewood, Co

-Utilized organizational & time management skills to simultaneously support over 720 clients -Maintained 96% billing accuracy as well as 100% issue resolution and customer satisfaction metrics-Planned and executed wireless network migration of 26,000+ business subscribers -Created reporting to support contract accuracy, reduce escalation, and improve customer satisfaction-Implemented strategic marketing projects to identify clients for contract renewal and revenue stream opportunities -Drove issue resolution through root cause analysis and process reconstruction to address functional change and increase productivity-Developed an innovative support database using MS Access to track department workload and identify knowledge gaps for specialized training and improvement

Englewood, Co

-Maintained 100% issue resolution metrics while communicating network functionality on both voice and data platforms-Used information gathering to support root cause analysis while de-escalating customer concerns-Capitalized on simple, concise instruction to achieve front-end troubleshooting for multiple mobile operating systems-Maintained rapport with customers during extended and varying troubleshooting procedures-Provided floor support and coaching for training and production representatives to increase collective knowledge base-Engaged Electronic Billing & Analysis for major corporations to ensure appropriate services rendered-Managed problem resolution while adhering to low average handling time to reduce cost per call

Colorado Springs, Colorado Area

-Directed day-to-day activities of workforce personnel in a 24x7, high volume, multi-project telecom operation-Created and distributed reporting in a multi-site/multi-client environment to analyze client revenue streams-Managed reporting structure for revenue, quality, and performance in order to lower costs and increase production-Built and maintained innovative advisor production statistics in an organized dashboard using Microsoft Visual Basic-Managed workforce distribution and maintenance of voluntary and paid time off to ensure staffing levels are met-Supervised real-time call allocation and crisis management over 2,000 representatives-Managed workforce attendance processing for 700+ employees during high volume holiday season

Bachelor Of Computer Science, Computer Software Engineering, 3.90

General Studies, General Studies