Customer Success & Operations Leader

Anna Sophia Harbert

Savannah, GA • 929-***-**** • ****.******@*****.***

CUSTOMER SUCCESS • SUPPORT • OPERATIONS / ENTRY-LEVEL MANAGEMENT

PROFESSIONAL SUMMARY

Customer Success and Operations professional with 15+ years of experience across customer support, client success, and administrative operations. Proven ability to manage high-volume inquiries, onboard and retain clients, resolve escalations, and improve workflows. Known for clear communication, calm problem-solving, and strong ownership. Well-suited for Customer Success, Support Lead, Operations Coordinator, or Assistant Manager roles. CORE COMPETENCIES

Customer & Client Success • Customer Support (Phone, Email, Live) • Client Onboarding & Education • Issue Resolution & Escalation Handling • Workflow & Process Improvement • Documentation & Case Notes • Scheduling & Calendar Management • Cross-Functional & Vendor Coordination • Training & Knowledge Sharing • Microsoft Office • Google Workspace • DocuSign

PROFESSIONAL EXPERIENCE

Pick Your Potion (DBA of Magnetic Empowerment LLC) — Customer Success & Operations Lead

2019–Present

• Led all customer support, client success, and administrative operations for a digital wellness business.

• Managed onboarding, engagement, and retention, maintaining a 90%+ repeat/retention rate.

• Resolved account access issues, billing questions, technical support requests, and customer escalations.

• Designed and documented workflows that improved efficiency and overall customer experience.

• Supported the launch and adoption of multiple online programs through clear guidance and troubleshooting.

• Served as primary liaison between clients, partners, and contractors to resolve operational issues.

Eminence Massage Zeel Inc. — Massage Therapist / Independent Contractor 2019–2024

• Provided professional massage therapy services tailored to individual client needs.

• Managed client scheduling, bookings, and adjustments across multiple platforms.

• Maintained clear and consistent communication to ensure positive client experiences.

• Assisted clients with questions, concerns, and post-session recommendations. Certified Massage Therapist — Multiple Spas

Vista Blue Spa (Monterey), Monterey Day Spa, Burke Williams (Santa Monica), Hells Gate

(Rotorua, NZ)

2014–2019

• Provided professional massage therapy services tailored to individual client needs

• Handled client communication, including questions, concerns, and follow-up

• Promoted and recommended spa products and services to enhance client experience

• Maintained high standards of professionalism across diverse spa environments Holly’s Lighthouse Café — Server / Barista

2010–2017

• Delivered high-volume customer service and resolved guest concerns professionally

• Handled food orders, restocked supplies, and maintained cleanliness in the restaurant

• Managed cash register and balanced the bank at the end of shifts Renaissance Club Sport — Front Desk Agent / Concierge 2008–2010

• Provided frontline customer support and assisted with guest inquiries and concerns

• Managed room reservations and high-volume phone calls efficiently

• Offered concierge services, including directions, recommendations, and facility coordination

EDUCATION & CERTIFICATIONS

• A.S. in Massage Therapy, Graduated with Honors — Monterey Peninsula College, 2013

• National Massage Therapy Certification, 2021

• Manual Lymphatic Drainage Practitioner, 2020

• Computer Competence Course (4.0 GPA) — Miami Dade College, 2023

• Life Coaching Program (ICM), 2025

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate