Jenna Sloan
Lincoln,NE
Summary
Senior Customer Success Professional with expertise in leading teams, leveraging AI- powered tools, executive communication and managing escalations. Proven track record in boosting customer satisfaction and driving retention through strategic initiatives. Skilled in mentoring and developing high-performing teams to enhance service quality.
Overview
15
15
years of professional experience
Work History
Senior Customer Success -
Lumen Technologies
Remote
05.2022 - 07.2026
- Managed Strategic Enterprise Customer relationships.
- Served as the primary resource for high-risk customer escalations.
- Earned the trust of leadership as a go-to escalation resource for sensitive customer issues requiring executive-level communication.
- Led team in managing customer call escalations while mentoring new employees on customer service best practices.
- Utilized AI-powered tools to increase productivity and streamline documentation.
Customer Success II -
Lumen Technologies
Remote
02.2015 - 05.2022
- Managed Small-Business Customer relationships
- Partnered with Sales, Engineering, Operations and Support teams to coordinate rapid resolution of complex customer issues.
- Leveraged CRM software to track interactions and maintain detailed customer records.
- Built strong customer relationships that increased retention and customer confidence during challenging service events.
- Recognized for maintaining professionalism and composure during high-pressure customer interactions.
- Met and exceeded performance goals to support long-term company growth and market dominance.
Agent Sales Specialist -
Farm Bureau Financial Services
Lincoln, Nebraska
02.2014 - 02.2015
- Managed client portfolios, ensuring optimal satisfaction and retention rates.
- Developed customer relationships and ensured satisfaction with services.
- Managed client accounts and addressed inquiries or concerns promptly.
- Actively participated in developing strategies for improving customer relations.
Account Manager -
SCORR Marketing
Kearney, Nebraska
01.2012 - 09.2013
- Managed client accounts to ensure satisfaction and retention.
- Managed multiple accounts simultaneously while meeting deadlines.
- Acted as main point of contact in matters relating to client concerns and needs.
- Facilitated communication between clients and internal teams effectively.
- Developed strategic marketing plans tailored to client needs.
- Collaborated with creative teams on campaign development and execution.
- Conducted market research to identify trends and opportunities.
- Monitored project timelines to ensure timely completion of deliverables.
Education
Bachelor of Journalism - Advertising/Marketing
University of Nebraska - Lincoln
Lincoln, NE12-2010
Skills
- Executive Escalation
- Customer Retention
- Customer Success
- Strategic Account Management
- Cross-functional Collaboration
- Executive Communication
- Conflict Resolution
- Customer Lifecycle Management
- Relationship Management
- Customer Advocacy
- Customer Adoption
- Team leadership
- SaaS
- Salesforce
- Gainsight
- Forecasting
- Risk Mitigation
Timeline
Senior Customer Success -
Lumen Technologies
05.2022 - 07.2026
Customer Success II -
Lumen Technologies
02.2015 - 05.2022
Agent Sales Specialist -
Farm Bureau Financial Services
02.2014 - 02.2015
Account Manager -
SCORR Marketing
01.2012 - 09.2013
Bachelor of Journalism - Advertising/Marketing
University of Nebraska - Lincoln