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Marhonda Ezell

@marhondaezell

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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

Customer Support Manager

Brilliant.org

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.

Intercom Front Slack Jira Linear Shake Guru Notion Retool G Suite Stripe PayPal RevenueCat Braze Mailchimp Photoshop ChatGPT 4.0 Training Training Development Training Materials Customization

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.

Photoshop Zendesk Product Page Editors Workflow Optimization Google Suite Google Workspace Google Sheets Quality Assurance QA

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.

QA Workflow Design CX Training

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.

Nesting Programs Service Delivery Cross Program Feedback Integration Training Oracle Salesforce Salesforce CRM Zendesk TalkDesk Mitel Slack Google Sheets

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.

Scheduling Banner Design Executive Assistant Design Email Marketing Email Campaigns Onboarding And Offboarding Meeting Management Ministry Experience Ministerial Services Ministry Support Ministry Development Campus Ministry Leadership Planning Ministry Programs

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.

Customer Support Empathy Communication Skills Benefits Management Benefit Verification Benefits

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.

Loan Processing Compliance Scheduling

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.

Scheduling Banner Design Ministry Experience Ministry Skills Ministry Support Ministry Development Campus Ministry Leadership Planning Ministry Programs Design Meeting Management Meeting Support Meeting Design Meeting Setup

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.

Financial Document Processing Compliance Administrative Support Loan Processing

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.

Call Center Operations Customer Support Customer Service