Advisory Committee Member Profile
(EFW) Estes Forwarding Worldwide, LLC
Director, EFW Experience
Areas of Expertise
Enthusiastically constructed, implemented, and oversee a voice of customer program for Employees, B2B, B2C and Vendor Partners. Our dynamic team gathers insight, closes the loop on feedback, and drives NPS performance across our organization. Demonstrated
Jay Ellis joined EFW in 2006 and currently serves as Director, EFW Experience where he oversees EFW’s Voice of the Customer Program. Jay previously served as Senior Manager of Control Tower Operations at EFW, leading the development of the department to directly support EFW’s home delivery vertical. Under Jay’s direction, the department grew from a team of six to more than 100 employees supporting shipment tracking, account management and service.
Prior to joining EFW, Jay worked with Time Life Customer Service in Richmond, Virginia, and FedEx Trade Networks in New York, where he honed his leadership, customer service and call center management skills. Jay is certified by the Net Promoter Masterclass.