Ebonee Nix
Hampton,VA
Summary
Dynamic leader who consistently achieves outstanding results in challenging environments while building and maintaining strong integrity. As well as loyal relationships with colleagues, internal, and external customers.
Overview
13
13
years of professional experience
Work History
Customer Relations Manager
Maximus
01.2022 - Current
- Manage and motivate remote direct reports and their teams in enforcing contact center policies and expectations to elevate employee KPIs and identify training or development opportunities.
- Organized regular meetings with stakeholders across departments, ensuring alignment on goals related to improving overall client experience journey.
- Collaborated with cross-functional teams to address systemic issues impacting customer experiences.
- Optimized CRM software usage for better tracking of interactions between customers and company representatives.
- Made customers aware of current and new programs and services.
- Managed department call volume of 750 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Directed 15-person team of customer service personnel while helping front-line team members work effectively with over 100 daily customers.
Customer Relations Supervisor
Maximus
01.2019 - 01.2022
- Led and collaborated with cross-functional teams to manage day to day operations to meet and exceed contractual obligations in key metrics such as SLA, FCR, AHT, Quality, and Adherence.
- Directed 50-person team of customer service personnel
- Worked with clients to address and respond to client and partnership management issues.
- Increased efficiency and team productivity by promoting operational best practices.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Promoted positive work environment, fostering a culture of teamwork, collaboration, and continuous improvement among staff members.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Assisted management in developing strategic plans to enhance customer experience based on market research data analysis findings.
Customer Relations Team Lead
Maximus
09.2018 - 01.2019
- Maintained and improved quality results of a team of diverse individuals by adhering to rigorous standards for customer service, operational safety, and company guidelines.
- Maintained up-to-date knowledge of product and service changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained excellent relationships with key accounts by providing prompt, personalized service at all times, resulting in increased client retention rates.
- Responded proactively and positively to rapid change.
Customer Relations Representative
Maximus
05.2018 - 09.2018
- Promptly responded to inquiries and requests from prospective customers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Reduced response time by implementing efficient processes for handling customer requests and concerns.
- Utilized CRM systems proficiently managing key account information, tracking customer interactions, and providing valuable insights for future strategic planning.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Trained new personnel regarding company operations, policies and services.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Assistant Manager
Yannas' Taverna
03.2016 - 06.2018
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Administrative Assistant
The Chamberlin
09.2010 - 03.2016
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Transcribed and organized information to assist in preparing speeches and presentations.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Liaised between clients and vendors and maintained effective lines of communication.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Created and maintained databases to track and record customer data.
Education
Associate of Science - Mathematics
Virginia Peninsula Community College
Hampton, VAAssociate of Science - Teacher Education
Thomas Nelson Community College
Hampton, VASkills
- Staff Management
- Interpersonal Relations
- Employee Development
- Technical Proficiency
- Decision-Making
- Administration and Reporting
- MS Office
- Data Entry
- Managing Operations and Efficiency
- Customer Relationship Management
- Quality Assurance
- Process Improvement
Timeline
Customer Relations Manager
Maximus
01.2022 - Current
Customer Relations Supervisor
Maximus
01.2019 - 01.2022
Customer Relations Team Lead
Maximus
09.2018 - 01.2019
Customer Relations Representative
Maximus
05.2018 - 09.2018
Assistant Manager
Yannas' Taverna
03.2016 - 06.2018
Administrative Assistant
The Chamberlin
09.2010 - 03.2016
Associate of Science - Mathematics
Virginia Peninsula Community College
Associate of Science - Teacher Education
Thomas Nelson Community College
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