Online Resume

L’lana (Lana) J. Turner

📇 Contact

hireme.lturner@gmail.com

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https://www.linkedin.com/in/llanaturner/⁠

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👂🏽 Summary

I am a Customer Success Manager with 15 years of experience in client facing roles negotiating, achieving, and advancing engagement, retention and customer lifecycles most recently at companies such as Linkedin and Indeed. I have managed Enterprise B2B SaaS clients by maximizing engagement by 73% within 6 months. My skills include maintaining organization by utilizing Salesforce, Gainsight, Asana and Hubspot, increasing revenue and customer satisfaction with a consultative and persistent approach with a natural instinct to remain profit-minded, polished and professional in all interactions.

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💻 Work experience

Linkedin | Customer Success Manager

(Remote) (March 2022 - March 2023)

Derived insights from customer surveys & other quantitative/qualitative sources to drive operational improvements, improving CX metrics & customer satisfaction, evidenced by data analytics & VoC metrics.

Delivered value reviews/QBRs/EBRs focusing on recommendations to align the platform to the customer's business goals and strategies resulting in client retention.

Delivered exceptional client service to portfolio of multiple accounts, driving usage of product & achieving 95% customer retention rate.

Reduced customer churn rate by 20% in 6 months, utilizing data-driven strategies and relationship building.

Skills: Business Analysis · Teamwork · Communication · Leadership · Microsoft Office · Data Management · Customer Experience Management · Software as a Service (SaaS) · Business-to-Business (B2B) · Customer Relationship Management (CRM) · Account Management

Indeed | Client Success Manager

(Remote) (March 2021 - January 2022)

Derived actionable insights from customer experience survey data (NPS,CSAT) across customer journeys, driving operational improvements & customer-centric decisions.

Collaborated with Product, Operations, Search Quality and Aggregation teams to troubleshoot problems, improve processes, and ensure client satisfaction by providing client feedback to internal partners and translating their business needs into client solutions.

Delivered successful customer onboarding, engagement & retention strategies, resulting in 25% product adoption & 10% revenue growth in portfolio.

Grew campaign engagement from 10% to 78% in 2 weeks by changing the job posting keywords.

Stewart Title | Benefits Specialist

Houston (September 2019 - July 2020)

Provided subject matter expertise on Company's benefit plans, driving engagement and usage among team members & improving compliance by ensuring plan filings were accurate & timely, resulting in a 5% decrease in costs

Led successful implementation meetings for Plan Sponsors, documented requirements and systems set up, managed vendors, and tracked STD cases with 95% accuracy.

Lead Plan Sponsor for all implementation meetings, documented requirements and system setup to achieve annual enrollment goals; managed multiple vendors to ensure process compliance and performance metrics.

Skills: Teamwork · Communication · Leadership · Microsoft Office · Data Management · Customer Experience Management · Analytical Skills · Customer Relationship Management (CRM) · Account Management · Data Analysis · Vendor Management · Open Enrollment

Business Analyst | Empyrean Benefits Solution

Houston (September 2013 - September 2014)

Designed and developed benefits reports and analytical data structures. Used basic Internet and client/server architectures while possessing working knowledge of SQL, and database design.

Delivered measurable impact using metrics; developed functional requirements, technical specifications & template documents to meet customer needs, maintained best practices & communicated progress to stakeholders.

Implemented solution to customer business needs, resulting in increased efficiency & cost savings of up to 20%; ensured customer satisfaction & adherence to deadlines.

Performed software testing to uncover bugs and troubleshoot enrollment portal issues prior to application launch. Translated technical concepts and information into terms all parties could easily comprehend.

Skills: Business Analysis · Teamwork · Communication · Leadership · Microsoft Office · Data Management · Customer Experience Management · Software as a Service (SaaS) · Customer Relationship Management (CRM) · Account Management · Vendor Management · Project Management

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🌏 Education

Our Lady of the Lake University, The Woodlands, TX, B.A. Business Management

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🛠 Contract Jobs

Enrollment Analyst First Financial Group of America. May 2017 – Apr 2018 (1 yr)

Benefits Specialist Aggreko Dec 2014 – Jan 2016 (1 yr 2 mos)

Implementation Consultant & Senior Analyst VALIC Aug 2010 – Aug 2013 (3 yrs 1 mo)

Sr. Benefits Analyst Huntsman Corporation Apr 2009 – Mar 2010 (1 yr)

Benefits Specialist ABM Industries 2008 – 2009 (1 yr)

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