Ebonee Nix
Hampton
Summary
Results-driven operations leader with documented success in building and leading high-performing teams in fast-paced environments. Proven expertise in customer relationship management, process optimization, and achieving key performance metrics through innovation and collaboration.
Overview
15
15
years of professional experience
Work History
Customer Relations Manager
Maximus
01.2022 - Current
- Managed a remote team of 15+ employees, achieving a 20% improvement in key KPIs including customer satisfaction and response times.
- Designed and implemented innovative training programs, leading to a 15% increase in team productivity.
- Built and maintained Zendesk dashboards to streamline reporting, enabling data-driven decision-making across departments.
- Spearheaded cross-functional projects with Product and Operations teams, enhancing workflows and customer support policies.
Customer Relations Supervisor
Maximus
01.2019 - 01.2022
- Directed 50-person team to exceed SLA targets, achieving a 25% improvement in adherence rates.
- Optimized department operations, reducing average handling time (AHT) by 10%.
- Coordinated strategic initiatives, driving improvements in client satisfaction scores by 18%.
Customer Relations Team Lead
Maximus
09.2018 - 01.2019
- Improved team quality standards by implementing rigorous customer service protocols, leading to a measurable increase in client satisfaction scores.
- Proactively addressed customer complaints by identifying root causes, resolving issues efficiently, and reducing repeat concerns by 10%.
- Fostered professional development through mentorship, resulting in higher employee engagement and retention rates.
- Developed up-to-date training materials to ensure team proficiency with product and service changes.
Customer Relations Representative
Maximus
05.2018 - 09.2018
- Reduced response time by streamlining workflow processes for handling customer inquiries, resulting in a 15% improvement in resolution times.
- Demonstrated adept use of CRM systems to track and manage customer interactions, enhancing operational visibility and improving service delivery.
- Trained new hires on company operations and policies, ensuring a smooth onboarding experience and rapid productivity ramp-up.
- Prioritized customer needs and delivered exceptional support, contributing to a notable increase in customer loyalty.
Assistant Manager
Yannas' Taverna
03.2016 - 06.2018
- Successfully managed daily operations, including scheduling and cash reconciliation, to optimize efficiency and maintain high standards of service.
- Set ambitious performance goals for employees, boosting team morale and achieving measurable improvements in sales and customer satisfaction.
- Collaborated with staff to resolve customer concerns swiftly, fostering trust and loyalty among patrons.
- Developed training programs focused on operational excellence and equipment maintenance, increasing staff readiness and efficiency.
Administrative Assistant
The Chamberlin
09.2010 - 03.2016
- Enhanced internal communication by managing paper and electronic filing systems, ensuring quick access to critical documents.
- Coordinated onboarding schedules and training materials for new hires, streamlining integration into the team.
- Played a pivotal role in maintaining accurate human resources files, supporting seamless administrative operations.
- Created and managed databases to track customer data, enabling efficient retrieval and improved reporting.
Education
Associate of Science - Mathematics
Virginia Peninsula Community College
Hampton, VAAssociate of Science - Teacher Education
Thomas Nelson Community College
Hampton, VASkills
- Team Leadership & Employee Development
- Customer Relationship Management
- Operations Management
- Process Improvement
- Quality Assurance
- Data Analysis & Reporting
- Zendesk Expertise
- Strategic Problem-Solving
- Cross-Functional Collaboration
- Decision-Making & Administration
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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