Customer Success Care

EW

EBONY WILES

***********@*****.*** 716-***-**** Buffalo, NY 14215

Results-driven Creative strategist and customer success professional with 10+ years of experience in branding,enablement, experience delivering outstanding customer care, brand development, and product engagement. Skilled in astrology and holistic wellness, with a unique ability to fuse intuitive insight with data-driven solutions. Creator of The Zodiac Chef, an astrology-based cookbook promoting aligned, mindful living Data analysis

Brand strategy

Visual design

Content creation

Project management

Customer relationship management

Feature adoption

Client retention strategies

Performance management

United Healthcare Group Cheektowaga,

New York

Senior Customer Success Manager

04/2020 - Current

Acted as a primary liaison for strategic clients, owning the onboarding, integration, and post-deployment phases for enterprise solutions mirroring blockchain client support in decentralized ecosystems. Collaborated cross-functionally with engineering, account management, and product to deliver white-glove onboarding, issue triage, and feature adoption strategies.

Translated user feedback into feature justifications and product enhancement requests, influencing product roadmap decisions. Reduced time-to-resolution by 46% through structured escalation workflows—paralleling how blockchain PMs coordinate between infrastructure teams and dApp developers.

Freelance / Dejanerio Brand Remote

Buffalo, Buffalo, New York

Creative Strategist & Brand

DesignerDevelop and Ma

01/2020 - Current

Develop and maintain a cohesive brand identity across all platforms (logo, color palette, typography, packaging, website, etc.) Design visuals for product packaging, labels, and marketing materials

(both print and digital)Collaborate on creative campaigns that merge astrology, wellness, and culinary magicBuild out brand guidelines to maintain consistency as we scaleStrategize content themes for social media, newsletters, and partnershipsUnderstand and integrate astrological seasons and transits into visual storytellingCreate compelling visuals and assets for product launches, events, and holistic education series The Economist Group Amherst, New

York

Technical Account Manager

03/2013 - 03/2020

Advised customers on complex HR/payroll systems, mapping technical dependencies and identifying integration opportunities across platforms. Provided data-driven recommendations during mission-critical periods such as compliance shifts and system upgrades, ensuring client business continuity. Acted as a feedback channel between users and internal product/engineering teams, prioritizing customer needs during roadmap planning. Identified client expansion opportunities, contributing to GTM and upsell Summary

Skills

Experience

strategy

LocalEdge Buffalo, NY

Learning & Development Specialist

02/2006 - 03/2008

Created training documentation and onboarding materials, streamlining internal education and improving client success rates. Conducted assessments to identify learning needs, designed curricula accordingly, and evaluated effectiveness of trainings. Facilitated onboarding sessions for new employees and provided support throughout the transition period.

Consulted with department heads on effective methods for developing their respective teams' capabilities.

Maintained records of all training activities including attendance logs, course evaluations, and test results.

Assisted in the development of performance management systems which included objective setting process and annual appraisal reviews. Advised senior executives on best practices related to employee engagement initiatives.

Niagara County Community College Sanborn, NY

Associate of Science in Hospitality And Tourism Management 05/2017

Niagara County Community College Sanborn, NY

Associate of Science in Food And Beverage

05/2017

Culinary Institute of America Hyde Park, NY

Bachelor of Science in Baking And Pastry

08/2013

Culinary Institute of America Hyde Park, NY

Bachelor of Science in Culinary Arts

08/2009

Southern New Hampshire University Hooksett, NH

Bachelor of Science in Computer Science

Dean's List

Southern New Hampshire University Hooksett, NH

Bachelor of Science in Physics

Author, The Zodiac Chef – Writing and designing an astrology-based cookbook integrating holistic wellness and intuitive eating.

Astrology Practitioner – 5+ years studying traditional astrology, offering natal chart readings and wellness guidance. Wellness Advocate – Host workshops and create content around self-care, lunar cycles, transit cycles and holistic practices.

Creative Portfolio Development – Produced AI-enhanced branding and ad creatives for startups in skincare, blockchain, and wellness.

Kendra Faulkner,Executive Chef,********@*****.***,240-***-****, Farm To Feast Former Manager Brandi Graves, Operations Manager, Customer Experience, *.********@*****.***,716-***-****, United health group Education and Training

Activities and Honors

References

, current supervisor

Amie James,Senior Customer Advocate, *************@*****.***, 585-***-****, United Health Group, Co- worker

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