Jolie Conzoner
Portland, United States
Jolie Conzoner
Customer Success Professional and eCommerce Expert
Category : Business management
Customer Success Professional and eCommerce Expert with 10+ years of experience supporting global clients through phone, email, chat, and video. I solve problems quickly with clarity, empathy, and ownership. As a customer support and success leader, I’ve managed dozens of customer messages per day with efficiency and agility in a way that builds lasting client relationships and strengthens business growth.
Across hundreds of brands, I’ve helped:
- Recover refund requests by de-escalating complaints
- Turned critics into vocal supporters by building trust and loyalty
- Created support documentation that reduced customer inquiries by 70%
- Increased customer satisfaction scores by 80%
- Successfully onboarded hundreds of new customers over Zoom
- Managed 40+ SMB and Enterprise accounts representing $5M in ARR from onboarding through renewal while facilitating upselling and cross-selling opportunities
What I specialize in:
- Email, chat, and phone customer support
- New customer onboarding and adoption
- Renewals, upselling and cross-selling
- Technical product support and troubleshooting
- Virtual assistance and admin support
- CRM and ticket management (Zendesk, HubSpot, Intercom, Help Scout)
- Product education and training
- Knowledge base and SOP documentation
- Order processing, logistics management, and customer follow-ups
- Bookkeeping, accounts receivable, payment processing
- Copy editing, data entry, and writing projects
- Help Desk software setup, configuration, and management
- eCommerce store customization, management, and integrations
Industries I’ve worked with:
- SaaS & Tech
- Fashion & Apparel
- Beauty & Skincare
- Health & Fitness
- Parenting & Baby Products
- Lifestyle & Home
- Food & Beverage
- Consumer Packaged Goods (CPG)
- Digital Products & Courses (LMS)
Technical Skills:
- CS Tools: Intercom, Zendesk, Freshdesk, Help Scout, HubSpot, Salesforce, Fullstory, Churnkey, ChurnZero, Absorb LMS, Flodesk
- Project Management: Notion, Monday, SharePoint, GitHub, Asana, Trello, Jira
- Documentation: Confluence, SharePoint, Document360, Scribe, Tango, Loom
- Communication: Slack, Calendly, Zoom, Google Meet, Microsoft Teams, Fathom, Fireflies - eCommerce: Shopify, Squarespace, WooCommerce, Wix, ShipStation
- Fintech: Gusto, QuickBooks, Xero, Square, Klarna, Stripe, Finix
- Coding Languages: HTML, CSS, JavaScript, Python, SQL
Through proactive and timely support I’ll help you achieve happier customers, fewer refund requests, and clean, professional inboxes with responses that reflect your tone. I’ll also help you manage your customer support systems so they don’t break as you scale and give your customers a real person they can trust and rely on. Message me today and let me help your business grow and thrive!
Across hundreds of brands, I’ve helped:
- Recover refund requests by de-escalating complaints
- Turned critics into vocal supporters by building trust and loyalty
- Created support documentation that reduced customer inquiries by 70%
- Increased customer satisfaction scores by 80%
- Successfully onboarded hundreds of new customers over Zoom
- Managed 40+ SMB and Enterprise accounts representing $5M in ARR from onboarding through renewal while facilitating upselling and cross-selling opportunities
What I specialize in:
- Email, chat, and phone customer support
- New customer onboarding and adoption
- Renewals, upselling and cross-selling
- Technical product support and troubleshooting
- Virtual assistance and admin support
- CRM and ticket management (Zendesk, HubSpot, Intercom, Help Scout)
- Product education and training
- Knowledge base and SOP documentation
- Order processing, logistics management, and customer follow-ups
- Bookkeeping, accounts receivable, payment processing
- Copy editing, data entry, and writing projects
- Help Desk software setup, configuration, and management
- eCommerce store customization, management, and integrations
Industries I’ve worked with:
- SaaS & Tech
- Fashion & Apparel
- Beauty & Skincare
- Health & Fitness
- Parenting & Baby Products
- Lifestyle & Home
- Food & Beverage
- Consumer Packaged Goods (CPG)
- Digital Products & Courses (LMS)
Technical Skills:
- CS Tools: Intercom, Zendesk, Freshdesk, Help Scout, HubSpot, Salesforce, Fullstory, Churnkey, ChurnZero, Absorb LMS, Flodesk
- Project Management: Notion, Monday, SharePoint, GitHub, Asana, Trello, Jira
- Documentation: Confluence, SharePoint, Document360, Scribe, Tango, Loom
- Communication: Slack, Calendly, Zoom, Google Meet, Microsoft Teams, Fathom, Fireflies - eCommerce: Shopify, Squarespace, WooCommerce, Wix, ShipStation
- Fintech: Gusto, QuickBooks, Xero, Square, Klarna, Stripe, Finix
- Coding Languages: HTML, CSS, JavaScript, Python, SQL
Through proactive and timely support I’ll help you achieve happier customers, fewer refund requests, and clean, professional inboxes with responses that reflect your tone. I’ll also help you manage your customer support systems so they don’t break as you scale and give your customers a real person they can trust and rely on. Message me today and let me help your business grow and thrive!
![I will create a Help Center for your customers in 30 days]()
I will create a Help Center for your customers in 30 days35 $ - Per hourMy specialty is taking complex technical information and distilling it into clear, easy-to-understand wording that non-technical users can understand and appreciate. I create user friendly customer ...
• Provided freelance contract services to SaaS companies needing short to long term help with customer success management, eCommerce management, knowledge base writing, and customer support operations.
• Managed 3+ concurrent client projects at once, delivering support documentation and knowledge base updates on deadline with 100% on-time completion.
• Created and launched an Intercom-based help center for a rapidly growing eCommerce business, translating common customer workflows into clear support articles that improved self-service and reduced support requests by 70%.
• Designed, built and tested online leadership learning and development courses for a CPA coaching firm using Absorb LMS software, increasing program registration by 50%.
• Managed 3+ concurrent client projects at once, delivering support documentation and knowledge base updates on deadline with 100% on-time completion.
• Created and launched an Intercom-based help center for a rapidly growing eCommerce business, translating common customer workflows into clear support articles that improved self-service and reduced support requests by 70%.
• Designed, built and tested online leadership learning and development courses for a CPA coaching firm using Absorb LMS software, increasing program registration by 50%.
• Managed 40+ SMB and Enterprise accounts representing $5M in ARR from onboarding through renewal while facilitating upselling and cross-selling opportunities.
• Analyzed customer health scores and utilized data to adjust success plans, achieved a 25% improvement in customer adoption year-over-year.
• Exceeded NRR goals (103% to-goal in Q2 2025, 108% to-goal in Q3 2025, and 112% to-goal in Q4 2025).
• Led onboarding with 95% NPS and reduced onboarding time by 14 days by building a standardized checklist and training guide.
• Hosted customer training workshops that drove 90%+ adoption and reduced time-to-value by 20 days.
• Analyzed customer health scores and utilized data to adjust success plans, achieved a 25% improvement in customer adoption year-over-year.
• Exceeded NRR goals (103% to-goal in Q2 2025, 108% to-goal in Q3 2025, and 112% to-goal in Q4 2025).
• Led onboarding with 95% NPS and reduced onboarding time by 14 days by building a standardized checklist and training guide.
• Hosted customer training workshops that drove 90%+ adoption and reduced time-to-value by 20 days.
• Responded to inbound customer inquiries through multiple phone lines and email channels, achieving a 95% first-contact resolution rate and maintaining an average customer satisfaction score of 4.8/5 across 30+ tickets daily.
• Processed orders while managing invoicing, accounts receivable, and logistics operations, handling approximately $1M+ in monthly transactions with a 99% accuracy rate and reducing payment cycle time by 30% through streamlined workflows.
• Implemented new software and SOPs that improved warehouse operations and service delivery times, increasing on-time delivery performance by 40% within the first quarter post-launch.
• Updated order processing system between buyers, the warehouse, distributors, and logistics partners, leading to a 40% reduction in order errors and improved order delivery times, driving a 35% increase in positive customer feedback.
• Processed orders while managing invoicing, accounts receivable, and logistics operations, handling approximately $1M+ in monthly transactions with a 99% accuracy rate and reducing payment cycle time by 30% through streamlined workflows.
• Implemented new software and SOPs that improved warehouse operations and service delivery times, increasing on-time delivery performance by 40% within the first quarter post-launch.
• Updated order processing system between buyers, the warehouse, distributors, and logistics partners, leading to a 40% reduction in order errors and improved order delivery times, driving a 35% increase in positive customer feedback.
• Crafted bespoke web solutions and assisted with rebranding and marketing initiatives for small businesses in Portland, elevating their digital footprint, brand recognition, and customer acquisition in a competitive market.
• Wrote and maintained code using HTML, CSS, and JavaScript while building interactive features such as menus, sliders, and contact forms to enhance website functionality.
• Connected websites to databases and integrated third-party tools to extend capabilities and streamline business operations.
• Conducted testing for bugs, fixed performance issues, managed website updates, and performed ongoing maintenance to ensure reliability and optimal site performance.
• Wrote and maintained code using HTML, CSS, and JavaScript while building interactive features such as menus, sliders, and contact forms to enhance website functionality.
• Connected websites to databases and integrated third-party tools to extend capabilities and streamline business operations.
• Conducted testing for bugs, fixed performance issues, managed website updates, and performed ongoing maintenance to ensure reliability and optimal site performance.
• Excelled in the Future Nordstrom Leaders Program, earning a rapid promotion to Assistant Manager of the Shoe Department. A year later I was promoted to Assistant Manager of Women's Clothing where I helped increase department sales and reduce customer returns.
• Trained and managed cross-functional store department teams, leading to improved employee success metrics, departmental efficiency and internal communications.
• Fostered a culture of positivity, personal growth and development through one-on-one coaching, empowering team members to achieve their personal and professional goals.
• Leveraged POS, CRM, inventory, and scheduling tools to optimize store operations, increase sales, reduce returns, and increase customer satisfaction.
• Trained and managed cross-functional store department teams, leading to improved employee success metrics, departmental efficiency and internal communications.
• Fostered a culture of positivity, personal growth and development through one-on-one coaching, empowering team members to achieve their personal and professional goals.
• Leveraged POS, CRM, inventory, and scheduling tools to optimize store operations, increase sales, reduce returns, and increase customer satisfaction.
- Front-End Web Design and Development 01/06/2013
![Front-End Web Design and Development]()
Professional Certification - Portland Community College - Computer Information Systems 01/06/2013
![Computer Information Systems]()
Professional Certification - Portland Community College
- 🇬🇧 English
Please sign in as a customer to give your feedback
Sponsored professionals
Need a service ?
Do you want to hire the services of this Professional ?
Post your need and you will receive dozens of proposals from the Professionals of the community.
