Jamie Richardson

San Jose, CA ***** 408-***-**** ad4mi9@r.postjobfree.com https://www.linkedin.com/in/jamie-richardson-92b30bb4/

CUSTOMER SUPPORT SPECIALIST

Engaging, high energy professional with specialized skills in customer escalation management and conflict resolution. Strength in operations management, account management, and customer management. Versatile professional focused on operations, continuous improvement, customer engagement and customer success. Quick learner who exceeds expectations and delights customers. Adaptable, operating with integrity and empathy.

Core competencies

Investigative Acumen Critical Thinker Creative Innovative Problem Solver Analytical Mindset

PROFESSIONAL EXPERIENCE

Accenture, Fremont, CA December 2017 – November 2023

Trust & Safety Analyst at Meta

Managed investigations and legal escalations. Senior “go-to” subject matter expert for customer issue resolution.

Facilitated attorney general escalations by doing identifying root cause of issues and resolution steps.

Resolved and de-escalated customer issues by conducting investigations, determining root causes, listening to customer concerns, and managing customer communications. Leveraged qualitative research, data analysis, and taking action to drive resolution.

Ensured confidentiality by investigating and resolving issues for high visibility profiles.

Intelicare Direct, San Jose, CA October 2015 – September 2016

Call Center Supervisor

Supervised 40+ call center team members, delivering outstanding service. Ensured team adhered to policies and exceeded quality standards.

Ensured alignment with customer expectations by creating policies / procedures, training staff, measuring key performance indicators (KPIs), and exceeding service level agreement (SLA) standards.

Drove problem resolution ensuring timely response to escalations and concerns.

Enabled employee growth and engagement, managing individual / performance and providing training.

Delivered the highest quality of service and maximized productivity by creating incentive plans that incented call center agents.

ADDITIONAL RELEVANT EXPERIENCE

Alps Electric Inc., Key Account Manager San Jose, CA

Global account manager focused on customer satisfaction and growth. Managed cross-functional teams to meet and exceed customer expectations.

JR Construction, Operations Manager, Campbell, CA

Managed all aspects of daily operations including payroll, billing, and scheduling.

CET Staffing, Recruiter, San Jose CA

Delivered a positive candidate experience by interviewing candidates to assess their capabilities.

TECHNICAL SKILLS

Productivity: Microsoft Office Suite (Word, Excel, PowerPoint), Google Docs

Customer Relationship Management (CRM): Salesforce, Zendesk

Case Management: Proprietary tools, Centra

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