Ebony Hope's Linkedin Analytics

Empathetic customer experience professional with 5 years of diverse customer support mastery and 2 years of CX leadership. I'm also obsessed with social media! Mentoring others, being biased toward action, using communication as a superpower and constantly striving for operational improvements are a few of my greatest assets. I was highlighted as a rising star early on in my role at Aya Healthcare. I consistently earn bonuses and recognition for my contributions to our team. 🔸Energetic team player with exceptional proficiency in building relationships. 🔸Articulate communicator who employs empathy in each interaction. 🔸Active listener that gets to the root of the issue. 🔸Creative problem solver who thinks outside of the box. 🔸Extroverted people person that aims to always exceed expectations. Some of the contributions I've made to my previous companies are: ■ Suggested improvements to onboarding process such as video tutorials and other visual aids. ■ Implemented tweaks to return process to reduce customer pain points. ■ Advised utilizing automation for more self service options and lower ticket volume. ■ Performed influencer outreach and UGC tracking efforts, cultivating collaborations that elevated brand presence on platforms like Instagram and TikTok ■ Engaged with customers across social media channels, resolving inquiries and ensuring a positive experience through customer education ■ Initiated team building activities such as a gift exchange to foster connectivity & boost morale. ■ Received excellent feedback from customers, turned several critics into fans, increasing retention. ■ Contributed to macros for social media responses and FAQs. ■ Trained teammates on various processes when asked and proactively. ■ Fixed errors proactively to protect brand image and prevent negative impact to customers. ■ Routinely answered questions from the team & served as a resource offering 1:1 support. ■ Created training guides in WorkRamp for new hires to ensure smooth onboarding. I've learned so much about the internal workings of a business from operations, marketing, shipping, metrics, OKRs and the complete customer journey. I'm a natural leader with a servant mentality. Let’s connect!