Ebony B.
Customer Support Administrator at SpeedGauge- Claim this Profile
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English Native or bilingual proficiency
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Bio
Andrea Nix
Ebony offered great leadership, advice, efficiency, and honesty in all aspects of her position. She is always fair and able to provide insightful feedback that can push you forward in your goals and work as an agent. To say she is an asset on any team she joins is an understatement and we were lucky to have her in the time she was at Flex.
Deepak Shrivastava
I had the privilege of managing the Customer Experience team @ Flex -- Ebony played a critical role on the team as an operational lead. She was unmatched in her dedication and commitment. Her communication was real-time and direct. She flagged issues swiftly, always came to the table with potential solutions, and was a genuine team player. Any organization would benefit from her reliability, ability to train and manage others, and overall problem-solving approach.
Andrea Nix
Ebony offered great leadership, advice, efficiency, and honesty in all aspects of her position. She is always fair and able to provide insightful feedback that can push you forward in your goals and work as an agent. To say she is an asset on any team she joins is an understatement and we were lucky to have her in the time she was at Flex.
Deepak Shrivastava
I had the privilege of managing the Customer Experience team @ Flex -- Ebony played a critical role on the team as an operational lead. She was unmatched in her dedication and commitment. Her communication was real-time and direct. She flagged issues swiftly, always came to the table with potential solutions, and was a genuine team player. Any organization would benefit from her reliability, ability to train and manage others, and overall problem-solving approach.
Andrea Nix
Ebony offered great leadership, advice, efficiency, and honesty in all aspects of her position. She is always fair and able to provide insightful feedback that can push you forward in your goals and work as an agent. To say she is an asset on any team she joins is an understatement and we were lucky to have her in the time she was at Flex.
Deepak Shrivastava
I had the privilege of managing the Customer Experience team @ Flex -- Ebony played a critical role on the team as an operational lead. She was unmatched in her dedication and commitment. Her communication was real-time and direct. She flagged issues swiftly, always came to the table with potential solutions, and was a genuine team player. Any organization would benefit from her reliability, ability to train and manage others, and overall problem-solving approach.
Andrea Nix
Ebony offered great leadership, advice, efficiency, and honesty in all aspects of her position. She is always fair and able to provide insightful feedback that can push you forward in your goals and work as an agent. To say she is an asset on any team she joins is an understatement and we were lucky to have her in the time she was at Flex.
Deepak Shrivastava
I had the privilege of managing the Customer Experience team @ Flex -- Ebony played a critical role on the team as an operational lead. She was unmatched in her dedication and commitment. Her communication was real-time and direct. She flagged issues swiftly, always came to the table with potential solutions, and was a genuine team player. Any organization would benefit from her reliability, ability to train and manage others, and overall problem-solving approach.
Credentials
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Google Data Analytics Professional Certificate
Google Career CertificatesJan, 2023- Oct, 2024 -
Substitute Teacher Training Program Certificate
Gwinnett County Public SchoolsJan, 2016- Oct, 2024
Experience
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SpeedGauge
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United States
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Truck Transportation
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1 - 100 Employee
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Customer Support Administrator
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Oct 2022 - Present
-Cultivates robust connections and fosters enduring relationships with a diverse clientele, encompassing trucking fleets, insurance agents, and technology firms. -Skillfully troubleshoots and resolves straightforward technical concerns brought forth by clients, guaranteeing the prompt and proficient resolution of their issues. -Engages in cross-functional collaboration with team members to address intricate technical hurdles, promptly escalating matters when deemed necessary. -Ensures that customers gain a comprehensive comprehension of the features and advantages inherent in our product offerings. -Leverages modern office tools, such as CRM, Slack, support ticket systems (Zendesk), Google Sheets, and Docs, to streamline communication and documentation processes efficiently. Show less
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The Flex Company
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Netherlands
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Packaging and Containers Manufacturing
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Customer Experience Lead (Operations)
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Jan 2021 - Oct 2022
-Oversaw workforce management for a small CX team.-Led hiring events, onboarding, and training of new CX agents.-Coached and maintained QA/QC standards for 15+ direct reports, improving CSAT ratings by 20% in Q2 of 2022.-Developed and maintained training materials and SOP for the CX team to enhance the procedures across the department.-Coached CX agents on KPI maintenance, by setting monthly 1:1 meetings and implementing performance check-points.-Worked cross-functionally with other teams and C-Suite executives to ensure consistency and alignment.-Maintained communication and onboarding with 3rd party B2B platforms. (Walmart, Amazon, Tymeshift, and MaestroQA)-Served as the point of contact for the chargeback disputes team, and processed 5-8 disputes daily.-Generated, tracked, and data analyzed monthly operating reports: DTC revenue, KPIs (CSAT, DSAT, SLA, QC, UTMs), department expenses, and targeted CX team generated revenue. Show less
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Customer Experience Agent
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Aug 2019 - Jan 2021
-Evaluated as a top-ranking agent with remarkably high productivity and response time reducing customer call response. times by 80%. -Responsible for the handling of customer correspondence via email, live chat, inbound/outbound call handling, and social media moderation, ensuring a missed customer interaction rate of zero.-Accountable for processing regulatory disputes for quality review and data entry and order processing.
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DeKalb County School District
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United States
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Primary and Secondary Education
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700 & Above Employee
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Academic Administrator
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Aug 2015 - May 2019
-Championed the initiative to update the school’s student registration folders for the pre-k program contributing to a rise in pre-k registration. Improved registration procedures and registered 65% of the pre-k students for the 2016-2017 school year. -As a long term substitute teacher for 6 months, provided personal development opportunities to support the learning and improvement of behavior for 22 students. -Contributed to the HBCU Recognition Week Project, resulting in bringing awareness to secondary education to over 300 students. -Distinguished as a preferential substitute teacher, specifically requested by at least 2 teachers every day. Show less
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Enterprise Rent-A-Car
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United States
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Real Estate
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Reservation Sales & Customer Support Supervisor
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Feb 2014 - Feb 2016
-Reserved several thousand rental vehicles for Enterprise offices worldwide. -Collected required information from the customer on every call per established criteria, performing above the standard on every call, averaging 3:45 which is more efficient than the office standard. -Offered alternatives and options to overcome customer objections, performing above the office standard with a closure average o 61.78%. -Averaged 112 customer service calls per day and located and interpreted complex information from a number of databases ensuring customer satisfaction. Show less
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Virgin Mobile USA
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United States
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Wireless Services
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100 - 200 Employee
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Customer Service Support Manager
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Feb 2008 - Aug 2013
-Processed inbound telephone calls and built relationships with consumers to positively represent the brand, encouraging 80% return of business. -Maintained client accounts by placing orders, processing refunds, and making recommendations on customer purchases based on features and benefits. -Served as final contact for customers insisting on closing accounts, while performing safe strategies for possible customer retention resulting in a top 10% success rate. -Responsible for maintaining team KPIs -Maintained Staffing and Schedules -Scheduled and Processed Monthly QA on a team of 10+ agents. -Curated team monthly reports and reported to Senior Management -Processed escalated tickets and turned a team with a 54% CSAT to 89% within 90 days. Show less
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US Department of Homeland Security
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International Trade and Development
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1 - 100 Employee
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Federal Officer
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Dec 2004 - Nov 2007
-Coordinated, planned, and executed plans that assisted with providing daily detailed reports on confiscated contraband. -Operated, monitored, and maintained explosive detection systems ensuring the safety of several million airport patrons. -Coordinated, planned, and executed plans that assisted with providing daily detailed reports on confiscated contraband. -Operated, monitored, and maintained explosive detection systems ensuring the safety of several million airport patrons.
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U.S. Coast Guard
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Armed Forces
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700 & Above Employee
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Seaman E-3
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Dec 2001 - Feb 2003
Honorable Discharge Honorable Discharge
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Education
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2012 - 2014
Saint Leo University
Bachelor of Arts (B.A.), Liberal Arts and Sciences, General Studies and Humanities
Community
