Customer Success Manager
Resume:
AMANDA LAING, M.A.
Corporate Training Manger and Facilitator
I am a passionate and experienced trainer offering excellent communication, listening, and problem-solving skills to ensure a high-quality, customer support experience. Highly motivated to facilitate team success by owning the performance management, and professional development of a team of training specialists. I facilitate client success by implementing instructor-led content designed to meet the educational needs of our clients.
PROFESSIONAL EXPERIENCE
CUSTOMER SUCCESS TRAINER
RealWork Labs Austin, TX November 2021-Current
Develop, implement, and facilitate onboarding training curriculum for new customer success hires and assure training is impactful and aligned with business objectives.
Develop, implement, and facilitate curriculum designed to train colleagues on new product features and updates, as well as curriculum for onboarding new clients to our software products.
Facilitate client training through one-on-one onboarding calls, webinars, and meetings.
Develop cross-functional company overview materials.
Achieve and consistently exceed revenue quota through product and service promotion during routine calls.
Maintain positive relationships among colleagues, offering support during and after training successfully improving customer satisfaction.
Cultivate customer loyalty, promoted repeat customers, and improved sales.
Prepare reports and analyze data for clients.
OWNER & MEDIATOR
The Resolution Place 2012-Current
Enhanced client satisfaction ratings by resolving difficult customer issues through completion.
Streamlined operational efficiencies by delivering recommendations for knowledge-base processes and procedures.
Utilized multiple resources and tools for evaluating and presenting solutions.
Liaised with senior officers to ensure ongoing quality assurance program integrity.
Provided onsite training.
PERSONAL LINES UNDERWRITER
Farmers Insurance Group Olathe KS 2007-2011
Provided agents with expertise in risk assessments and underwriting policies.
Utilized advanced understanding of underwriting criteria to provide approvals or rejections for applications.
Researched coverage and premium options and supplied clients with the best coverage available.
Presented and clearly explained insurance policy options based on clients' needs and goals.
Processed applications, payments, corrections, endorsements, and cancellations.
Compiled coverage and rating information in an accessible format
EDUCATION
MASTERS OF ARTS, CONFLICT MANAGEMENT AND DISPUTE RESOLUTION
Baker University, Baldwin City, KS 2009-2010
BACHELOR OF ARTS, PSYCHOLOGY
University of Kansas, Lawrence, KS 2005
ASSOCIATE OF ARTS
Johnson County Community College, Overland Park, KS 2003
CONTACT
*******@*****.***
Austin, TX
www.linkedin.com/in/amandalaing-35440740/
PROFESSIONAL SKILLS
Corporate Training Facilitation
Client Training Development
Onboarding Training
Training Solutions Development
Conflict Management and Dispute Resolution
Written and oral communication skills
Passion for teaching
Strong interpersonal skills
Reviewing team performance and progress
Stress management
Adaptability
Microsoft Office
Salesforce
Power BI
VOLUNTEER WORK
On the panel for the Alzheimer’s Association helping to plan their 2020 Spring Conference.
Attended multiple conferences as a guest speaker specializing in Customer Service.
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