Ebony Kay Email & Phone Number

Richmond, Tx, Us

United States

• Leading a team of customer service managers and representatives who support key enterprise customers, managing daily orders, key escalations, and process improvements.• Responsible for key customer leadership communication (quarterly forecast outlook, coordinating and managing customer audits, etc.).• Driving the customer service strategy, goals, and key KPIs to achieve a successful customer experience.• Leading through change to elevate the customer service teams to the next level of customer service.• Managing customer onboarding processes to ensure a seamless transition and exceptional experience.• Leading partnership meetings and quarterly cross-departmental goal-setting initiatives.• Conducting weekly meetings with key customers to address their needs and concerns.• Effectively managing department workflow, including task prioritization, scheduling, and assignments, while fostering a positive team environment.• Identifying and addressing process challenges and order fulfillment issues, escalating to appropriate levels for resolution and implementation.• Implementing consistent procedures across all facilities and conducting quality assurance surveys with customers to review service levels and KPIs.• Collaborating with Warehouse, Operations, Quality, Billing, Sales and Marketing, Shipping/Receiving, and other relevant departments to meet customer service objectives.

Promoted to Client Relations Development Manager with the same company.

Houston, Texas, United States

• Establishes workflow processes, monitors daily productivity and implemented modifications to improve overall performance for organizational development in our 2 office locations. • Coordinate and align office schedules with vendors and patients as well as disseminate important work information to employees. • Validate and review patient insurance plans and file claims to get coverage details. • Review client and staff feedback by using effective conflict/problem resolution, resource procurement and having supportive environment to address the needs and concerns.• Coordinate special projects and manage development regarding results using KPIs through observation and real-time coaching.• Increase effective communication and strong relationship building across multiple levels and mediums.• Performs office inventory activities by ordering and requisitions and stocking shipment receiving.

Houston, Texas, United States

• Kept facility in compliance with all applicable standards and laws• Developed and implemented emergency response plans for disasters, security issues and injuries.• Managed $170K yearly budget for labor, supplies, and building costs.• Recruited and developed a solid team of professionals to care for up to 25-30 customers a day.• Promoted positive company image and established reputation as provider of choice for educational programs in the greater community.• Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for the changing demands.• Handled problematic customers and clients to assist employees and maintain excellent customer service. • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Terre Haute, Indiana Area

• Lead, trained, and developed new insurance Navigators to increase the programs participants from 3 Navigators to 45 in 4 months.• Reported directly to the CEO and Executive Director of Grant Funding.• Managed HR-related responsibilities in compliance with state and federal law. • Marketed hospital to prospective customers and the community by identifying and attending relevant local and regional events. • Represented office during board and community meetings, delivering supporting information and announcing new facility programs and initiatives.• Spearheaded and implemented new projects to expand scope of engagement.• Communicated with patients, ensuring that medical information was kept private.• Defined testing protocols, quality assurance initiatives and clinic policies and procedures.• Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.

Indianapolis, Indiana Area

Houston, Texas

• Managed both the Dollar Thrifty and Hertz Brand• Develop and stimulate cultural changes toward positivity• Manage and provide mentorship to a team of 4 managers and 39 employees on a daily basis• Report directly to the location GM• Work with and build strong relationships with the Operations Director• Hires and develops new talent • Use Medallia to track our net promoter score • Implement strategies with my managers on ways to improve customer experiences• Facilitate daily meetings with managers to access the day's numbers and events• Track the location's overall progress using the CEO scorecard • Create an environment of open communication with employees at all times• Report metrics from the CEO scorecard on a weekly call with ZVP• Complete performance reviews on managers • Create and follow up on daily, weekly, and monthly goals for the managers• Hold monthly department meetings to learn what is needed to grow success• Assist with customer resolutions and customer win-backs

Houston, Texas

• Manage and provide mentorship to a team of 4 managers on daily basis• Report directly to the location COM• Maintain all FBO relationships and accounts• Oversees staff of 45 who directly report to me where I am responsible for conducting monthly meeting and daily huddles to ensure talent development • Actively participate in the training, coaching, and mentoring of the Management Trainees, Managers and Sales and Service Associates• Completes performance reviews on Manager Trainees and staff.• Facilitate monthly staff meetings in order to motivate and inform employees of new contests, policy and processes• Maintains an elevated level of customer service so that the Net Promoter Survey Scores are at or above the location's goal.• Manage and report on the MBO scorecard metrics• Manage over 2000 cars in fleet between DTG and Hertz• Implement and onboard new hires• Train staff using BOOST modules weekly

Houston, Texas Area

I develop and maintain an effective marketing plan which details the steps it takes to improve the success of the branch. Some responsibilities include: * Conduct face-to-face sales calls in order to obtain new business * Attend/host outside sales meetings or events to promote the company and branch location* Continue to increase the market penetration of the branch and increase revenue * Actively participate in the training, coaching, and mentoring of the Management Trainees, Managers and Sales and Service Associates. * Complete performance reviews on Management Trainees, Managers and Sales and Service Associates and hold a meeting with the individual to discuss strengths and weakness * Hold monthly staff meetings to keep employees motivated and informed of business operations * Complete sales calls with Managers and Management Trainees in order to further their development * Direct and organize all reservations and pickups* Handle or assist in the resolution of customer service issues if Assistant Managers and Management Trainees cannot. * Maintain a high level of customer service such that the Net Promoter Score for the store is at or above the location's goal.

Job Duties:* Center Manager conducts effective prospective member consultations in order to enroll them in the right program/membership to meet their needs for their weight loss through effective consultative sales and knowledge of Medifast programs.* Provide detailed information to new clients on product and program costs (sales), expected weight loss, coaching and wellness support services, timelines, and any other important information pertaining to their wellness/weight loss program.* Exceeds sales goals by making a commitment to consistent follow-up and care calls with prospects and provide excellent customer service and membership support.* Service weekly member visit appointments; providing counseling and coaching, education and motivation to assist members with their progress towards success in achieving their weight loss goals.* Ensure members are held to the standards and requirements of their program in order to ensure compliance which includes continued product sales and wellness coaching.* Provide friendly customer service, accurate information regarding products and programs to customers to increase sales, retention and overall membership.* Maintain accurate customer records in conjunction with corporate compliance and confidentiality policies.

Centre Directors are responsible for overseeing employee performance, writing performance reviews, determining staffing requirements and executing employee training. In addition, the Centre Director ensures the individual store achieves its monthly quota, budget and fiscal goals, and upholds all company standards. Fostering solid team moral among employees via on-going staff meetings and open dialogue is essential for success.

Bachelor Of Science (Bs), Public Relations, Advertising, And Applied Communication

Activities and Societies: Indiana State Track and Field Thrower

Public Relations/Image Management

Activities and Societies: Track and Field, Volleyball, Softball, Basketball