Axelle Richards
Charlotte,,NC
Summary
Customer-focused and performance-driven leader with over a decade of experience managing high-volume operations, cross-functional teams, and client relationships in fast-paced corporate environments. Skilled in vendor oversight, data-driven performance analysis, and operational process optimization. Adept at leading outsourced teams, enhancing service delivery through coaching and QA programs, and fostering a culture of customer excellence. Passionate about building scalable systems and delivering best-in-class support experiences.
Overview
10
10
years of professional experience
Work History
Event Services Manager
Goodwill Industries of the Southern Piedmont
Charlotte, NC
07.2024 - Current
- ed internal and public-facing initiatives that contributed to strategic community engagement and brand alignment.
- Acted as liaison between teams including marketing, workforce development, and fundraising to deliver cross-functional solutions aligned with organizational objectives.
- Oversaw event logistics across multiple venues, improving workflows and reducing friction in planning and execution.
- Introduced tools and system enhancements to streamline planning processes, improving efficiency and scalability.
- Managed vendor relationships, balancing quality, cost, and delivery timelines while staying within budget.
- Collected and analyzed post-event metrics including vendor responsiveness and guest satisfaction to inform continuous improvement.
- Maintained documentation, SOPs, and planning guides for internal use, supporting training and operational consistency.
- Facilitated lessons-learned sessions and aligned cross-functional teams through regular coordination discussions.
- Contributed to scalable systems in agent-facing operations by integrating feedback loops into project management.
Portfolio Analyst
Front Yard Residential
Christiansted, St Croix, Remote
01.2019 - 01.2023
- Led operational oversight for a diverse property portfolio, working cross-functionally with internal teams and external partners to align performance with strategic goals.
- Acted as liaison between the company and service vendors, ensuring quality, consistency, and SLA adherence across maintenance and support functions.
- Created and implemented performance tracking systems and dashboards for regular reporting and insights to senior leadership.
- Developed training materials, SOPs, and process documents to ensure team alignment and operational scalability.
- Managed customer escalations during natural disasters, coordinating emergency response and ensuring timely resolution with contractors and field teams.
Portfolio Manager
Altisource Asset Management
Christiansted, St. Croix, USVI
12.2017 - 01.2019
- Managed day-to-day operations of a portfolio of 14,000+ single-family rental homes, overseeing internal support teams and third-party vendors to meet service quality benchmarks.
- Conducted performance reviews, vendor audits, and coached team leads to drive continuous improvement in service delivery and resident satisfaction.
- Analyzed performance data (response time, issue resolution, customer satisfaction) to identify opportunities for process enhancement and team development.
- Partnered with Market Operations and Compliance to align service practices with legal and regulatory standards, including ADA requirements.
- Advocated for a customer-first approach by resolving high-level service escalations and recommending product/service changes to internal teams.
Executive Assistant
Altisource Asset Management
Christiansted, St. Croix, USVI
08.2015 - 12.2017
- Supported executive leadership by managing internal communications, coordinating logistics, and facilitating stakeholder meetings.
- Orchestrated company-wide programs, training events, and conferences, managing vendor relationships and ensuring quality execution.
- Liaised across departments (Operations, Marketing, Customer Support) to triage emergent service issues and streamline response procedures.
- Developed onboarding guides and internal documentation to support new hire training and operational consistency.
Education
Arizona State University
Skills
- Team & Vendor Management
- Customer Experience Strategy
- KPI Monitoring & Reporting
- SLA Compliance & Quality Assurance
- Process Improvement & SOP Development
- Cross-Functional Collaboration
- Escalation Management
- Data-Driven Decision Making
Timeline
Event Services Manager
Goodwill Industries of the Southern Piedmont
07.2024 - Current
Portfolio Analyst
Front Yard Residential
01.2019 - 01.2023
Portfolio Manager
Altisource Asset Management
12.2017 - 01.2019
Executive Assistant
Altisource Asset Management
08.2015 - 12.2017
Arizona State University