Summary
Overview
Work History
Education
Skills
Technical Skills
Timeline
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Anna Coley

Conover

Summary

I have a proven track record in capturing new business, accelerating account growth, and ensuring customer success in both the retail and wholesale industry. I’m competitive and hungry for new business all while understanding the needs of current customers. Effective communication with clients allows me to maximize account growth and sustain loyalty from established customers.

Overview

8
8
years of professional experience

Work History

Customer Success Manager

Permanent Jewelry Solutions
04.2024 - Current
  • Responsible for account acquisition, activation & retention for jewelry business owners across the country.
  • Create and manage a CRM with over 300 active accounts.
  • Increased return customer rate by 20% YoY.
  • Increased average order value and return customer rate by 30% by creating purchasing strategies for accounts.
  • Main point of contact for wholesale ordering for 50+ single & multiple location jewelry businesses.
  • Provide high touch customer service in a proactive, problem solving manner within 1 day SLA.

Market Development Coordinator

Loveweld
08.2022 - 04.2024
  • Project managed openings and market expansion of 12 retail locations across the US, including merchandising, buildout, employee training, and community connection for each market and location.
  • Managed CRM for Events department and executed logistics of 100+ events of various sizes across the US.
  • Conducted cold-calls and weekly email campaigns to prospect external lead sources for private and public events to grow company recognition, reaching 35-40 accounts weekly.

Community & Support Lead

Noonday Collection
08.2021 - 07.2022
  • Progressed to leadership position during 7 year tenure with the company.
  • Drove community engagement and connection for over 500 person salesforce through social media, personal reach-outs and virtual group activities.
  • Strategized, created, and scheduled educational content for corporate Instagram, Facebook & internal channels.
  • Planned and execute social media account management including ad management.
  • Tested new account management software while in development prior to deployment to salesforce

Customer Support Team Lead

Noonday Collection
08.2017 - 08.2021
  • Responsible for leading the team to achieve 95% customer satisfaction and 98% service level agreement on a weekly basis.
  • Spearheaded Ambassador Help Center project based on identified needs to allow salesforce to self-serve and create rapid solution.
  • Main point of phone and email support for customer and Ambassador base.
  • Escalation point for all customer service issues and cross-functional collaboration for areas of resolution across the business.
  • Post daily content for and moderate Ambassador Facebook group of 1,600 women.

Education

BA - Psychology, Business Administration

University of Mississippi
Oxford, MS
12.2015

Skills

  • Expertise in Retail Start-Ups
  • Customer Service Excellence
  • Skilled in Process Optimization and Implementation
  • Effective Communication and Problem Resolution
  • Create Business Opportunities for Expansion
  • Experienced in Project Management, Employee Training and Customer Onboarding
  • Collaborative Project Coordinator with Ability to Innovate in Retail Setting

Technical Skills

  • Meta Business, Instagram, Google Business, Google Analytics
  • Microsoft Office & Google Workspace
  • Nimble CRM
  • Klaviyo Marketing
  • GoDaddy Web Development
  • Asana
  • Shopify POS and B2B
  • Canva
  • All ZenDesk channels
  • NetSuite

Timeline

Customer Success Manager

Permanent Jewelry Solutions
04.2024 - Current

Market Development Coordinator

Loveweld
08.2022 - 04.2024

Community & Support Lead

Noonday Collection
08.2021 - 07.2022

Customer Support Team Lead

Noonday Collection
08.2017 - 08.2021

BA - Psychology, Business Administration

University of Mississippi

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Anna Coley