Marhonda Ezell

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.

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.

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.

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.

Managed schedules, records, and executive correspondence for pastors and office managers. Designed flyers, signage, banners, e-newsletters, and other outreach materials.

Provided multi-channel customer support by phone, email, and in-person, building foundational empathy and communication skills. Handled benefits, payroll, and insurance resolution.

Processed high-volume financial documents, including FHA, VA, and conventional loan paperwork, with precision and compliance awareness. Managed schedules and records for mortgage teams.

Managed schedules, records, and executive correspondence for pastors and office managers. Designed flyers, signage, banners, e-newsletters, and other outreach materials.

Supported mortgage operations, including processing financial documents and assisting with clerical coordination. Gained foundational experience in banking processes and compliance.

Provided customer support as a call center representative, handling inquiries and resolving issues. Gained experience in multi-channel communication and customer service.

Scaled global support for 10M+ users, reduced escalations by 40% in six months and maintained SLA compliance above 98% while embedding AI automation to improve agent productivity and reduce onboarding ramp time.

Managed support teams and transitioned into merchandise coordination, maintaining CSAT above 90% through coaching, QA frameworks, and process standardization across Zendesk flows and vendor operations.

Oversaw hundreds of agents across enterprise programs, managed escalations and QA/training systems, and safeguarded SLAs via live KPI monitoring and rapid queue triage.

Provided inbound and outbound high-volume support focused on empathy and first-contact resolution to meet call center performance targets.

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.