Jenna Conner
Lakeland,FL
Summary
Training and customer operations professional with experience onboarding, supporting, and training employees in fast-paced environments. Skilled in creating training materials, improving workflows, writing clear documentation, and helping teams stay organized and consistent. Strong communication skills with a background in customer service, team support, and operational coordination.
Overview
13
13
years of professional experience
Work History
Customer Operations Specialist
ATG Online Coaching
09.2019 - Current
- Trained and onboarded Customer Service Specialists in company systems, workflows, and support processes.
- Created and maintained training materials, onboarding guides, FAQs, and internal documentation for the support team.
- Provided ongoing support and guidance to team members to improve consistency and confidence.
- Delivered expert customer service while handling hundreds of customer inquiries each week.
- Helped scale customer operations from 1,000 to 23,000+ customers.
- Assisted with improving workflows, support systems, and daily team operations.
- Participated in beta testing and launch support for the company’s first mobile app.
- Worked with leadership, developers, and support staff to improve processes.
Customer Success Administrator
KnowBe4
10.2019 - 06.2020
- Supported customer account management and renewal processes using Salesforce.
- Maintained accurate customer records and CRM data.
- Assisted with customer communication and webinar coordination.
- Collaborated with internal teams to support smooth operations and customer success.
Administrative Operations Manager
MailMerge Marketing
03.2013 - 10.2019
- Coordinated daily office operations, scheduling, purchasing, and vendor communication.
- Created and organized internal procedures and documentation for staff reference and training.
- Helped improve workflows and operational efficiency across the business.
- Coordinated production schedules and delivery timelines for client marketing campaigns.
Education
H.S. Diploma -
George Jenkins High School
05.2007
Skills
- Certifications: Service Hub Software Certified, HubSpot (2026), Inbound Certified - HubSpot (2026), Customer Support - Intercom Certified (2023), Certified Subscription Manager - Chargebee (2023), Designing and implementing a conversational framework for support teams -
Intercom Certified (2023) - Technical Skills: Customer Experience operations, process improvement, CRM & Systems Administration (HubSpot, Salesforce), Team Training & Enablement, Data Integrity & Account Management, Customer Support Systems Implementation, and Cross-Team Collaboration
- Technology: Salesforce, HubSpot, Google Workspace, Microsoft Office Suite, Intercom, Chargebee, Stripe, InDesign, Acrobat, and Quickbooks
Timeline
Customer Success Administrator
KnowBe4
10.2019 - 06.2020
Customer Operations Specialist
ATG Online Coaching
09.2019 - Current
Administrative Operations Manager
MailMerge Marketing
03.2013 - 10.2019
H.S. Diploma -
George Jenkins High School