Marhonda Ezell
@marhondaezell
Customer experience leader with 16+ years in creative strategy.
What I'm looking for
I am a customer-focused CX and Operations Leader with over 16 years of experience in elevating brands through premium service and creative precision. My career has been marked by a proven ability to lead remote teams, scale global support, and blend design precision with customer insight. I am recognized for building effective teams, resolving high-priority escalations, and managing full-cycle service operations with empathy and excellence.
Throughout my career, I have optimized processes to enhance user experiences and ensure polished execution across every touchpoint. My signature strengths include creative workflow design, remote team leadership, and detailed KPI monitoring. I have successfully managed global CX operations for millions of users, authored internal knowledgebases, and led tool testing with Product and Engineering teams to boost output and clarity.
Experience
Work history, roles, and key accomplishments
Managed global CX operations for over 10 million users, overseeing escalations, chargebacks, and all public-facing content. Built internal knowledge bases, led tool testing with Product and Engineering, and scaled AI-driven workflows that boosted team output and clarity.
Merchandise Coordinator, Support
Goldbelly
Feb 2022 - Apr 2025 (3 years 2 months)
Managed a 50+ agent support team and later transitioned to Merchandising, building product pages and editing assets in Photoshop. Created company-wide QA systems, streamlined merchant workflows, and optimized Zendesk tooling across teams.
Operations Lead
Loop Support
Aug 2020 - Jan 2022 (1 year 5 months)
Promoted quickly from agent to Operations Lead, managing 150+ agents across 3 brands. Led hiring, QA, and workflow design while coordinating directly with client ops teams to scale CX strategy, training, and production efficiency.
Customer Service Manager, Resource Agent
Working Solutions, Inc.
Oct 2014 - Feb 2022 (7 years 4 months)
Promoted across four major national accounts to Resource Agent, managing agent performance and nesting programs. Created training materials, QA scripts, and collaborated directly with client teams to evolve service delivery at scale.
Executive Administrative Assistant
Mt. Sinai Baptist Church
Dec 2011 - Aug 2020 (8 years 8 months)
Managed schedules, records, and executive correspondence for pastors and office managers. Designed flyers, signage, banners, e-newsletters, and other outreach materials.
Customer Service Associate
Hewitt Associates
Oct 2010 - Nov 2011 (1 year 1 month)
Provided multi-channel customer support by phone, email, and in-person, building foundational empathy and communication skills. Handled benefits, payroll, and insurance resolution.
Loan Processor
Home Savings of America
Jul 2008 - Aug 2010 (2 years 1 month)
Processed high-volume financial documents, including FHA, VA, and conventional loan paperwork, with precision and compliance awareness. Managed schedules and records for mortgage teams.
Admin Assistant
Exhort Cathedral
Dec 2006 - Dec 2009 (3 years)
Managed schedules, records, and executive correspondence for pastors and office managers. Designed flyers, signage, banners, e-newsletters, and other outreach materials.
Production Assistant
Countrywide Bank, FSB
Dec 2005 - Sep 2006 (9 months)
Supported mortgage operations, including processing financial documents and assisting with clerical coordination. Gained foundational experience in banking processes and compliance.
Call Center Rep
Fruta Vida Call Center
Feb 2005 - Jul 2006 (1 year 5 months)
Provided customer support as a call center representative, handling inquiries and resolving issues. Gained experience in multi-channel communication and customer service.
Education
Degrees, certifications, and relevant coursework
International Academy of Design and Technology
Bachelor of Fine Arts, Graphic & Web Design
Completed a Bachelor of Fine Arts with a focus on Graphic & Web Design. Gained expertise in visual communication and digital design principles.
Central Piedmont Community College
Coursework, Account & Business Administration
Undertook coursework in Account & Business Administration. Developed foundational knowledge in business operations and financial management.
Tech stack
Software and tools used professionally
Chargebee
Shake SDK
Salesforce
Oracle
Google Docs
Shopify
Mailchimp
Gmail
Intercom
Google Drive
Google Analytics
Adobe Photoshop
Adobe InDesign
Slack
Zendesk
Jira
Linear
HTML5
CSS 3
Retool
Stripe
PayPal
Remote Team
RevenueCat
Google Workspace
Notion
Google Sheets
monday.com
Zoom
Google Meet
Toolkit
Adobe Illustrator
Canva
Citrix
Airtable
Talkdesk
Guru
Front
Availability
Location
Authorized to work in
Website
marhondaezell.comSalary expectations
Social media
Job categories
Skills
Interested in hiring Marhonda?
You can contact Marhonda and 90k+ other talented remote workers on Himalayas.
Message MarhondaFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
