Summary
Overview
Work History
Education
Skills
RELEVANT EXPERIENCE FOR CUSTOMER SUCCESS
TOOLS & TECHNOLOGY
Timeline
Generic

Darnell Thompson

Universal City

Summary

Customer-focused operations leader with 13 years at Costco, including 8 years in management, leading large teams, complex operations, and customer experience at scale. Proven ability to drive adoption, retention, and performance through process improvement, KPI ownership, and team coaching. Experienced in stakeholder communication, escalation management, and cross-functional execution. Seeking a remote, global Customer Success Manager role with a product-led SaaS company.

Overview

14
14
years of professional experience

Work History

Senior Manager / Operations Manager

Costco Wholesale
01.2012 - Current
  • Led multi-department operations supporting thousands of customers weekly, ensuring consistent service quality, issue resolution, and high customer satisfaction.
  • Managed and coached 250+ employees and multiple front-line leaders, driving performance through clear expectations, feedback, and accountability.
  • Owned key operational KPIs including productivity, service quality, labor efficiency, and customer experience outcomes.
  • Acted as escalation point for complex customer issues, resolving concerns quickly while protecting long-term customer relationships and brand trust.
  • Partnered cross-functionally with regional leadership, merchandising, logistics, and support teams to execute company-wide initiatives and operational changes.
  • Designed and implemented process improvements and standard operating procedures that increased efficiency, reduced errors, and improved consistency across teams.
  • Led onboarding, training, and ongoing coaching for new managers and team members, accelerating time-to-competency and adoption of best practices.
  • Drove change management initiatives during periods of high volume, operational stress, and shifting priorities, maintaining stability and service standards.
  • Customer-Centric Impact:
  • Improved customer experience through proactive issue identification and resolution
  • Ensured operational reliability during peak demand
  • Retained customer trust through consistent delivery and accountability
  • Led cross-functional teams to enhance operational efficiencies and drive cost reduction initiatives.
  • Implemented inventory management systems that improved stock accuracy and reduced waste.
  • Analyzed sales data to identify trends, influencing strategic decisions for product assortment and pricing.

Education

High School Diploma -

JHS
Converse, TX

Skills

  • Customer Success & Retention Strategy
  • Executive & Stakeholder Communication
  • Customer Journey Optimization
  • KPI & Performance Management
  • Cross-Functional Collaboration
  • Escalation & Risk Management
  • Process Improvement & Playbooks
  • Team Leadership & Coaching
  • Change Management
  • Remote Collaboration (Zoom, Slack, Docs, Asana-style workflows)

RELEVANT EXPERIENCE FOR CUSTOMER SUCCESS

  • Customer Relationship Management: Long-term ownership of customer experience across the full lifecycle – onboarding, adoption, issue resolution, and retention.
  • Adoption & Enablement: Ensured teams consistently delivered value by reinforcing standards, workflows, and service expectations.
  • Escalation Management: Led high-stakes customer escalations, balancing empathy, speed, and business outcomes.
  • Data-Driven Decisions: Used performance data and trends to identify risks, prioritize actions, and improve outcomes.
  • Stakeholder Alignment: Communicated clearly with leadership and cross-functional partners to ensure customer needs were met.

TOOLS & TECHNOLOGY

  • Google Workspace (Docs, Sheets, Slides)
  • Microsoft Office
  • Zoom / Slack / Teams
  • Scheduling & workforce management tools
  • KPI dashboards & reporting
  • CRM exposure (conceptual understanding – Salesforce-style systems)

Timeline

Senior Manager / Operations Manager

Costco Wholesale
01.2012 - Current

High School Diploma -

JHS