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Marhonda Ezell

@marhondaezell

Customer Experience Director and workforce optimization leader turning support operations into scalable, AI-enabled performance engines.

United States

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What I'm looking for

I’m looking for a CX/operations leadership role where I can build scalable knowledge systems, AI-assisted workflows, and KPI coaching that improve SLA, reduce escalations, and strengthen team performance—while partnering closely with Product, Engineering, and Finance.

I’m a Customer Experience and workforce operations leader with 16+ years building the systems, frameworks, and team structures that turn reactive support organizations into operations that actually work. I’m known for designing scalable knowledge bases, AI-assisted workflows, and KPI coaching engines that raise team performance and deliver better customer outcomes.

In my most recent leadership roles, I reduced customer escalations 40% within six months while maintaining 98%+ SLA compliance for a platform serving 10M+ users. I built AI-assisted CRM workflows and coaching tools that improved team efficiency 25% and reduced handle time, and I cut ramp time from three weeks to one (66% improvement) through knowledge bases and onboarding systems.

I balance strategic partnership with hands-on operational clarity—operating comfortably with Product, Engineering, and Finance while staying close enough to see what’s actually breaking. Whether directing a 150+ agent distributed workforce or serving as Manager on Duty for live production coverage, I create SOPs, QA scorecards, and performance-management rhythms that sustain 90%+ CSAT across brands.

Experience

Work history, roles, and key accomplishments

Operations & WFM Optimization Manager

JDA TSG

Dec 2025 - May 2026 (5 months)

Served as Manager on Duty across live production shifts, monitoring 30 tax experts in real time and resolving technical disruptions to maintain operational coverage during peak season. Created SOPs from scratch and built onboarding readiness and workforce visibility tools, then implemented automated Slack/Teams workflows and an AI-assisted coaching engine generating KPI-aligned CAPs, PIPs, and cal

Workforce Optimization SOP Development AI Assisted Coaching Microsoft Lists

Senior Customer Support Manager

Brilliant.org

Feb 2022 - Jun 2025 (3 years 4 months)

Reduced escalations 40%, maintaining 98%+ SLA for 10M+ users.
Built KB and SOPs cutting onboarding 3 weeks → 1; embedded AI workflows boosting productivity 25%.
Managed global team: 1:1s, hiring, performance.
Redesigned triage workflows, accelerating resolution and reducing refunds.
Partnered with Product, Finance, Growth, and Content to surface trends and CX issue resolution.

Remote Front Guru Intercom ChatGpt Claude Slack Notion Google Workspace Jira Linear ChargeBee Stripe PayPal RevenueCat Dispute Resolution Escalation Management

CS TL & Merchandise Coordinator

Goldbelly

Feb 2022 - Apr 2025 (3 years 2 months)

Sustained 90%+ CSAT through QA audits, structured coaching, and escalation management.
Conducted 1:1s and designed a QA scorecard framework adopted across the full support organization.
Standardized Zendesk macros, tags, and forms to reduce handle time and improve response consistency; partnered with Finance and Engineering to resolve pricing and platform-level issues.

Guru ChatGpt Slack Notion Google Workspace Escalation Management Slack Add Ons Zendesk Zendesk Macros Monday.Com Adobe Photoshop HTML CSS Remote Web Design Website Management Website Optimization Website Maintenance Website Builder

Operations Lead

Loop Support

Aug 2020 - Feb 2022 (1 year 6 months)

Directed CX operations for four concurrent client programs across a 150+ agent distributed workforce, providing 1:1 performance management for senior agents in each program. Built operational playbooks and workflow documentation in Zendesk and Front, coordinated cross-brand workforce scheduling, and coached frontline agents into senior and leadership roles.

Distributed Team Leadership CX Operations Workforce Scheduling Zendesk Front

Customer Service Manager/Resource Agent

Working Solutions, Inc.

Nov 2014 - Feb 2021 (6 years 3 months)

Directed triage, nesting, and escalation systems during high-volume seasonal surges and facilitated production readiness programs to prepare new hires for live customer-facing environments.
Monitored real-time dashboards to rebalance staffing and maintain SLA performance across phone, chat, and email channels for multiple Fortune 500 client programs simultaneously.

Slack Google Workspace Escalation Management Slack Add Ons Zendesk Zendesk Macros SharePoint Citrix TalkDesk Mitel Avaya Avaya One X Oracle Salesforce CRM Siebel Remote Remote

Education

Degrees, certifications, and relevant coursework

International Academy of Design & Technology

Bachelor of Fine Arts, Graphic & Web Design

Earned a Bachelor of Fine Arts with a focus on Graphic & Web Design. Built skills relevant to design and web development through coursework and projects.