Ebony Smith Email & Phone Number

Remote

- Contribute to customer success by delivering an exceptional support experience- Serve as customer advocate to Noom product team - Help customers find success using the Noom platform in order to live healthier lives- Provides technical guidance & support in an accessible manner to non-technical individuals, ensuring cohesive communication and execution as related to the Noom platform- Utilize Zendesk ticket management system to answer customer questions via chat and email- Proactively learn and remain adept to the latest product changes- Consistently meet customer satisfaction throughout various business views such as CEO, Enrollment, Billing, Technical, etc.- Consistently exceed prescribed key performace indicator standards, specifically, first contact resolution(FCR), service level agreement(SLA), internal quality score(IQS), and customer satisfaction rating(CSR)- Actively contribute to internal knowledge base by troubleshooting, gathering information, and logging issues related to application bugs and emerging issuesSpecial Projects- Engaged in a timely review of a high volume of resumes, effectively evaluated as a member of Hiring Task Force- Input resulted in the hiring of 20 new team members- Performed "secret shopper" chat interactions with agents as a member of the Quality Improvement Task Force- Provided high-quality feedback and wrote comprehensive reports about chat experiences to improve and enhance quality of service offered

Remote

- Recognized as a top 10% AppleCare advisor for stellar customer satisfaction score monthly- Provided technical support and training on Apple applications and software to 45+ customers daily- Provided technical guidance in a language and tone suitable for the customer and their grasp on technology - Learned, embraced, embodied, and utilized APPLE processes to deliver transformational experiences and world-class customer service, troubleshooting and technical support.- Achieved 80% resolution rate by researching, acquiring, and exhibiting extensive technical skills, knowledge, and information to troubleshoot Apple software, services and products.- Maintained integrity of communication procedures and handled confidential information with professionalism, emphasizing customer privacy - Achieved 97% customer satisfaction rating for swift root cause analysis and friendly, professional demeanor.

Ft. Stewart, Ga

- Responsible for auditing military pay transactions for compliance in accordance with prescribed finance regulations and policies- Ensured adherence to Department of Defense(DoD), Defense Finance and Accounting Service(DFAS), and Army Financial Management regulations, pamphlets, and installation specific policies- Worked directly with leadership to develop and implement action-based standard operating procedures to reduce and eliminate impropriety-Ensured integrity of quality control program by performing 65% random audits of technician transactions- Developed and implemented constructive management action plans to improve company wide audit compliance and ensure delivery of efficient customer support- Demonstrated strong organizational skills and the ability to adapt to changing needs and priorities- Managed cross-functional communication with leadership, technicians and multiple agencies through email, interagency mail, telephone, and face-to-face interactions*Achievements*- My area of responsibility maintained 97% compliance score through training, coaching, and mentoring- During my tenure every section of the company surpassed prescribed compliance standards and recieved EXCELLENT ratings during governing body inspection 3 consecutive years*Special Projects*- Spearheaded company wide initiative to implement special internal quality assurance program geared towards ensuring successfully passing governing body inspections- Compiled, analyzed, interpreted, and reported transactional data to identify inaccuracies or anomalies, and made written recommendations to resolve identified discrepancies- Developed and implemented company-wide training program to facilitate correction of discrepancies and ensure readiness standards were met

Ft. Stewart, Ga

Fort Wainwright, Ak

- Collaboratively directed new personnel onboarding by coordinating cross-functional teams, fostering a motivational work environment, and establishing meaningful relationships

Ellsworth Afb, Sd

Bachelor Of Science In Criminal Justice & Criminology, Cybercrime

Associate’S Degree, Finance And Financial Management Services