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Marhonda EzellME
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Marhonda Ezell

@marhondaezell

Customer experience leader with 16+ years in creative strategy.

United States
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What I'm looking for

I seek a role that values creativity and empowers teams to deliver exceptional customer experiences.

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

Brilliant.org logoBR

Customer Support Manager

Feb 2022 - May 2025 (3 years 3 months)

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.

LS

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.

MC

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.

HA

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.

FC

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

IT

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.

CC

Central Piedmont Community College

Coursework, Account & Business Administration

Undertook coursework in Account & Business Administration. Developed foundational knowledge in business operations and financial management.

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Marhonda Ezell - Customer Support Manager - Brilliant.org | Himalayas