Jay Ellis Email & Phone Number

Richmond, Virginia, Us

Enterprise Account Managers (customer success) are responsible for providing industry-leading service constructed to cultivate and expand relationships with EFW’s valued customers. EAMs specifically support complex accounts that encompass multiple verticals producing diverse business streams, and/or having vast opportunities at the Enterprise account level. The EAMs are champions of the EFW Experience, and their role is designed to safeguard customer success.✎ Customer Loyalty & Satisfaction ✎ Enterprise Business Strategy ✎ Enterprise Account On-boarding and Implementation✎ Coordinates IT Integration Projects ✎ Enterprise Account Diagnostics, Engineering, and Analytics ✎ Enterprise Account Strategic Planning ✎ New Opportunity Action Planning ✎ Enterprise Account Scope Contingency Planning ✎ Assist Peak Season Preparation ✎ Enterprise Issue Identification and Resolution✎ Exception Management ✎ Invoicing Resolution✎ Monthly and Quarterly Business Reviews ✎ Fortune 100, 500, Level A, B, C Accounts✎The EAM works in partnership with EFW sales and operations, harmonizing customer support and overseeing customer strategies while ensuring a consistently high level of service, quality, and customer satisfaction. ✎The EAM establishes and maintains strong relationships with multiple decision-makers and account stakeholders.✎The EAM identifies opportunities for blended services and engineers the collaborative solution.

Richmond, Virginia, Us

(Industry First Build Out and Implementation) ✎ Designed and implemented a CX strategy with a clear vision and mission that aligns with organization goals - company culture, operational excellence, and enhancing earnings. ✎ Built and lead a team of CX practitioners centered around improving the employee experience, customer experience, vendor experience, and consumer experience in third-party supply chain & logistics. ✎ Built and implemented survey insights and strategically placed listening posts (social media), closed the loop on all feedback (promoters, passives & detractors), and reported out on NPS, CSAT & impact studies regarding performance across our organization by building customized storytelling/actionable reports for Executives, customers, vendors, and department stakeholders. Dear Jay, After our group call yesterday, we wanted to share how highly impressed we were with your CX program success. You have accomplished so much in less than 6 months and EFW should be quite proud of your team and work to date. Here are some of the CX success factors that stood out to us: • A unified vision of the EFW Customer Experience across all areas of the organization• Program buy-in at all levels of the organization• Building of the CX team per an established governance structure• Frequent stream of real time feedback from consumers• Strong response rate per consumer transactional benchmarks• Closed loop process being executed• Documented success stories from closed loop conversations• Data structured in way to enable quantitative analytics such as driver impact on NPS analysis• Performance drill down to highlight under-performing areas and identify best practice standard for coaching and process improvement• Building data sets which will provide sales teams with proof of EFW service performance excellence to share with National AccountsBest regardsKim and Marcia / Owen CX

Richmond, Virginia, Us

✎ E-commerce big & bulky operations - home delivery. ✎ Created and managed our organization's inside sales team.

Richmond, Virginia, Us

✎ Constructed and led the centralized Control Tower supporting the "big & bulky" home delivery business segment. The Control Tower consists of account leaders working directly with clients, inbound/outbound contact center (phone, email, & chat), tracking & tracing teams, and reverse logistics operation team.✎ E-commerce operations big & bulky home delivery. ✎ Started with one account and a team of five. ✎ Quickly grew into multiple accounts providing opportunities for over 100+.

Richmond, Virginia, Us

Built out the operational structure and supported evening/overnight teams.

Richmond, Virginia, Us

Built out the operational structure and supported the West Coast territory.

Richmond, Virginia, Us

Quickly learned, "DR" means, "Delivery Receipt." Not see a Dr.!

University Of Richmond, Va, Us

Memphis, Tn, Us

Customer Experience Certificate Program, Customer Experience

Net Promoter Masterclass Certificate, Customer Experience

Human Resources/Management