Summary
Overview
Work History
Skills
Timeline
Receptionist
Layna Thompson

Layna Thompson

Omaha,USA

Summary

Quality-oriented Customer Success Manager, with 15 years of combined experience in New Construction, Insurance Compliance, and Customer Success.

My aim is to provide big ideas in attainable ways, treat those around me with respect and understanding, energize those on my team with a positive and upbeat attitude, and dish out affirmations whenever applicable. I believe strongly in building up a "can-do, will-do" confidence in myself and any team I am leading or a part of. I aim to leverage a proven record of team building, customer communications, tailored training materials and customer retention skills to successfully fill any role in which I am placed. Frequently praised as hard-working and upbeat by my peers, I can be relied upon to help your company achieve its goals. I have nothing but glowing references from my past CEOs, and upper management and would be honored to share those letters with you at your request.

Overview

15
15
years of professional experience

Work History

Customer Success Manager

Billy
05.2023 - 01.2025
  • Negotiated contracts with customers to secure favorable terms and pricing.
  • Identified areas where current products are not meeting expectations or could be improved upon.
  • Provided customer onboarding, implementation, and training to ensure successful product adoption.
  • Collaborated with product development teams to incorporate customer feedback into new releases.
  • Conducted regular check-ins with clients to ensure their needs were met.
  • Coached team members on best practices for delivering exceptional customer experiences.
  • Utilized CRM tools to track customer interactions and report on progress towards goals.
  • Collaborated with sales teams to identify upsell and cross-sell opportunities.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Assigned work and monitored performance of project personnel.
  • Coordinated with technical support teams to resolve customer issues in a timely manner.
  • Demonstrated and explained product features and benefits to overcome customer objectives.

Customer Success Manager

Baremetrics
05.2021 - 04.2023
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Monitored KPIs to assess customer engagement.
  • Oversaw key customer relationships to close strategic opportunities.
  • Supervised success team, operations and resources to deliver profitable growth.
  • Met with customers to discuss best practices and drive outcomes.
  • Demonstrated and explained product features and benefits to overcome customer objectives.
  • Negotiated short- and long-term contracts with sales associates, franchisees and customers.
  • Recruited and trained Success and Accounting employees and provided evaluations with feedback to cultivate highly talented team.

Customer Service Representative & Account Manager

Mutual First Federal Credit Union
Omaha, NE
12.2018 - 02.2021
  • Counseled clients on financial matters and provided recommendations on investment opportunities, products and services based on client needs and asset availability.
  • Contributed to development, planning and completion of project initiatives.
  • Created new programs that resulted in increasing productivity and customer satisfaction.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Associate Broker & Team Manager

CBSHOME
Omaha, NE
01.2014 - 12.2018
  • Interviewed, hired, and trained a team of Realtors who produced $23 million dollars in sales in their first two years.
  • Prepared training materials and skill testing opportunities for my team.
  • Prepared and reviewed documents such as representation contracts, purchase agreements, closing statements, deeds and leases.
  • Confer with escrow companies, lenders, home inspectors, and pest control operators to ensure that terms and conditions of purchase agreements are met before closing dates.
  • Coordinate property closings, overseeing signing of documents and disbursement of funds.
  • Develop networks of attorneys, mortgage lenders, and contractors to whom clients may be referred.
  • Answer clients' questions regarding construction work, financing, maintenance, repairs, and appraisals.

Skills

  • Proficient in Compliance for new construction projects
  • CRIS Certified (Construction Risk Insurance Specialist)
  • Customer Relationship Building - Building internal Champions for our product comes naturally through honesty, encouragement, and proactive ingenuity
  • Project Management
  • Process Optimization - Let's take an honest look at where we're at, where we want to be, and streamline tangible steps for getting us from A to B
  • High-Energy Attitude
  • Adaptive Team Player - comfortable and capable at communicating and working with various teams to reach company goals as one unit
  • Proficient in Intercom, HubSpot, Notion, and knowledgeable on various other CRM Software
  • Customer Onboarding and Implementation - Relationship building starts here, I strive to make things as seamless as possible, guide expectations, and tailor onboarding to each individual clients goals

Timeline

Customer Success Manager

Billy
05.2023 - 01.2025

Customer Success Manager

Baremetrics
05.2021 - 04.2023

Customer Service Representative & Account Manager

Mutual First Federal Credit Union
12.2018 - 02.2021

Associate Broker & Team Manager

CBSHOME
01.2014 - 12.2018

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Layna Thompson