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I’m Anna.

A former senior operations manager turned full-time traveler who pays the bills by writing high converting direct response copy and developing marketing strategy for brands. I fancy the term Customer Experience Architect because it’s probably the most succinct explanation of what I do. 

I’m Jamaican by birth but a citizen of the world. Travel and words are my two first loves.

CORE COMPETENCIES

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Copywriting

4+ Years experience writing copy for marketing campaigns both independently and as an agency contractor for brands across the globe.

Marketing Strategy

4+ Years marketing experience spanning retail, publishing and consulting for small businesses.

Customer Experience

10+ Years of experience in customer support from the entry-level to senior management.

Operations Management

3+ Years experience managing teams and projects.

RECENT EXPERIENCE

Wishpond

Copywriter | Aug 2018 – Present

Craft copy for lead generation and marketing campaigns for clients. 
– Email Drips & Newsletters 
– Landing Pages 
– Value propositions
– Taglines 
– Website copy 
– FB & Google ads

Freelance Copywriter

Jan 2015 – Present

Write copy for a variety of marketing campaigns for brands across the globe including app developers, the hospitality and travel industry, insurance companies, home service providers, toy manufacturers, and retail brands. 

IBEX

Senior Manager – Employee Engagement | Nov 2016 – Apr 2018

  • Managed the site Employee Engagement Programme which involves:
    • Rewards & Recognition – Implemented a site-wide R&R programme with employee perks
    • Employee Wellness – Negotiated gym membership discounts & periodic free wellness fairs for employees
    • Community Outreach/Involvement – Spearheaded partnership with Portmore Lions Club and local school which resulted in press mention for the IBEX brand.
  • Collaborated with Facilities department in negotiating vendor contracts and handling vendor relationships.
  • Negotiated additional employee benefits and discounts with external entities.
  • Coordinated and execute plans for all client visits
  • Oversaw the execution of all branding initiatives across the site (included managing vendor relations)

IBEX

Senior Operations Manager | Nov 2015 – Nov 2016

Launch [Operations Manager]:

• Instrumental in the startup phase of the company:
– Part of core team that engaged in focus group discussions to secure first client
– Conducted hiring interviews for all supervisors and agents to staff the programme for wave 1
• Oversight of 100 agents and 5 supervisors at launch

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Post-Launch [Senior Operations Manager]:

  • Managed a sales programme of 300+ agents, 21 supervisors, 4 Operations Managers
  • Improved site performance in key client metrics – attendance, revenue, sales units and customer experience:
    • Reduced absenteeism month over month from 20% to 9.95%
    • Improved revenue and sales attainment month over month to a high of 110% on revenue and over 90% on other key sales metrics
    • Took site’s rank from #29 of 29 to #2 of 54 in 4 months
  • Established ‘BGIX Store’ – incentive programme that allowed agents to spend their ‘sales dollars’ on items that actually mattered to them, thereby improving performance. (Result of focus group discussions with agents.)

Whirlwind Entertainment

Publishing Manager | Oct 2014 – Nov 2015

  • Managed the publishing division of Whirlwind Entertainment which entailed:
    • Evaluating manuscripts and making editorial decisions regarding them.
    • Reviewing copy and press releases relevant to all Whirlwind brands.
    • Planning and promoting book launches and signings.
  • Spearheaded marketing and PR for all Whirlwind brands, which included:
    • Leading a team through the successful South Florida staging of Basil Dawkins’ DIVORCE PAPERS, starring Oliver Samuels (Planning, coordination, marketing, sponsorship).
    • Managing social media for all projects that the Whirlwind Group undertook.
    • Writing, producing and proofreading promotional material.
  • Implemented email newsletter and oversaw the ongoing development of regular newsletter updates

Whirlwind Entertainment

Publishing Sales & Marketing Consultant | May 2014 – Oct 2014

  • Reviewed copy and press releases relevant to all Whirlwind brands.
  • Managed social media for all projects that the Whirlwind Group undertook.
  • Provided marketing support to other Marketing areas within the Whirlwind Group when required.

Serron Pharmaceuticals

Retail Manager: Cosmetics Department & Gift Shop | Jan – Oct 2014

  • Managed procurement and inventory for both departments
  • Developed and implemented strategies to increase sales (through social media and in-store advertising).
  • Introduced in-store gift cards integrated into the POS system for easy tracking & management.
  • Initiated customer service training for staff in the cosmetics department & gift shop.

Accent Marketing

Customer Service Consultant | Jan 2013 – Jan 2014

  • Provided phone support for both French-speaking and English-speaking Canadian customers, assisting them with issues concerning their electronic devices and appliances.