Marhonda Ezell

Led global CX operations for 10M+ users, driving a 40% drop in escalations and maintaining 98%+ SLA performance. Built internal knowledge bases, owned chargeback and public comms strategy, and partnered with Product and Engineering to launch AI-powered workflows that enhanced agent productivity, improved response quality, and scaled support efficiency across a rapidly growing customer base.

Led a 50+ agent team and maintained CSAT above 90%. Streamlined Zendesk ops, QA, and vendor workflows while creating optimized product pages and assets. Blended operational leadership with creative execution to improve efficiency, strengthen partnerships, and elevate the customer experience.

Promoted to lead 150+ agents across three brands. Built training, QA, and workflow systems to improve quality and scale operations. Partnered with client teams to align KPIs, enhance processes, and deliver seamless CX that drove performance, improved retention, and supported business growth.

Directed cross-program support teams and developed training, QA, and escalation processes that improved outcomes and ensured SLA compliance. Partnered with clients to align on metrics, optimize service delivery, and elevate support quality across multiple national accounts and industries.

Managed schedules, communications, and operations for leadership. Designed marketing materials and coordinated outreach initiatives to support community engagement and church growth.

Delivered multi-channel support (phone, email, in person), resolving benefits, payroll, and insurance issues. Built strong customer empathy and communication skills while ensuring accuracy in high-volume tasks.

Processed FHA, VA, and conventional loan paperwork with compliance and precision. Managed document workflows and schedules to support mortgage team operations.

Handled executive scheduling, records, and internal correspondence. Designed outreach materials and supported operations across church departments.

Assisted mortgage operations by processing financial documents, coordinating clerical tasks, and supporting compliance and back-office workflows.

Frontline customer support across channels. Handled inbound inquiries, issue resolution, and maintained service standards under high volume.

Completed a Bachelor of Fine Arts with a focus on Graphic & Web Design. Gained expertise in visual communication and digital design principles.

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

Completed a Bachelor of Fine Arts focused on graphic and web design, emphasizing visual design, digital tools, and web production.

Completed coursework in Account and Business Administration to support foundational business and administrative skills.