Summary
Overview
Work History
Education
Skills
Awards & Honors
Timeline
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Chauntay Richardson

Columbus,USA

Summary

Operations and customer experience expert with a track record of enhancing KPIs through data-driven coaching and strategic workforce planning. Demonstrated success in developing high-performing teams and implementing scalable tools and reports. Committed to delivering exceptional customer service and driving continuous process improvements.

Overview

15
15
years of professional experience

Work History

MR iTL / Operations Support (OS) Pod Leader

American Express
01.2025 - Current
  • Led advisor pod in hospitality-focused, concierge environment through weekly huddles and leadership chats.
  • Monitored schedule adherence using Pulse, analyzing performance metrics to identify trends for operational adjustments.
  • Collaborated with tech and ops teams to troubleshoot system issues, ensuring reliable SaaS performance.
  • Developed Excel dashboards tracking monthly, yearly, and quarterly results to provide actionable insights for strategic decision-making.
  • Partnered with directorates to coordinate events and meetings, fostering collaboration and streamlining communication.
  • Modeled empathy-based communication to improve member satisfaction and first-contact resolution.

Customer Care Professional

American Express
06.2019 - Current
  • Deliver premium-level service across inbound channels for Platinum, Core, and Business card members with efficiency and empathy.
  • Managed sensitive requests including complaint escalations, SCRA/MLA submissions, and benefit inquiries with accuracy and professionalism to enhance customer satisfaction.
  • Investigated and resolved complex inquiries, ensuring proper routing and thorough case documentation, reducing repeat contact.
  • Achieved recognition for balancing compliance, efficiency, and exceptional service quality, contributing to overall team success.

iTL – Team Lead Coverage, PCU Analyst, Project Management

American Express
05.2024 - 12.2024
  • Led leadership coverage for multiple teams; conducted 1:1s, SMART coaching sessions, and facilitated team meetings to enhance engagement and accountability.
  • Monitored scheduling, performance metrics, and real-time issue management across multiple queues to ensure operational efficiency.
  • Designed and hosted performance workshops, call calibrations, and contests to promote skill growth and healthy competition.
  • Monitored overall service levels and escalations, ensuring timely case routing and follow-up.
  • Coordinated directorate events and communications to ensure updates, policy changes, and playbooks were quickly understood and adopted.

Coaching Coordinator

American Express
03.2023 - 03.2024
  • Facilitated weekly Call Labs that focused on performance trends and behavioral opportunities to improve member experience and conversation quality.
  • Developed data-driven progress reports for senior leaders, enabling tracking of development, completion rates, and performance progress.
  • Collaborated with leadership and operations teams to reinforce enterprise priorities, including Vibes and Conversation Model initiatives.
  • Liaised with GOCM to ensure alignment between scheduling, adherence, and training outcomes, supporting coding accuracy and compliance.

New Hire Coach

American Express
03.2022 - 12.2022
  • Led onboarding and skill development for new hires, enhancing compliance, empathy, and accuracy through targeted coaching.
  • Conducted live call calibrations and 1:1 feedback sessions, fostering confidence and ensuring proper tone and service delivery.
  • Collaborated with operations partners to ensure correct scheduling and coding, providing accurate reporting for leadership review.

Chat Service Agent

Kelly Connect
, USA
03.2018 - 04.2019
  • Worked as a Work From Home Chat Service Agent, responding to customer inquiries.
  • Assisted multiple customers with software-related issues, ensuring timely resolution.
  • Escalated customer issues to appropriate channels for resolution.
  • Guided customers through programming, installation of software, and updates.
  • Provided step-by-step instructions on device operation and features.
  • Coordinated product repairs and replacements to enhance customer satisfaction.
  • Facilitated effective communication regarding product information and support.
  • Delivered one-on-one training sessions for new advisors.

Authorization Specialist

American Home Shield
Lagrange, GA
01.2017 - 03.2018
  • Calculated and authorized accurate payments for technicians and vendors, ensuring compliance with contract terms.
  • Interpreted contracts to determine coverage status for requests, balancing company interests with homeowner needs.
  • Take inbound calls from technicians looking to get authorization to complete a service.
  • Notified customers of denials and communicated out-of-pocket expenses, providing clarity and support during the authorization process.
  • Delivered customer support through email and phone communication.
  • Directed team operations, promoting effective communication and decision-making for inquiries.

Work From Home Reservation Specialist

Hilton Worldwide
Virtual, USA
03.2016 - 12.2017
  • Communicated rates and addressed inquiries about new or existing reservations across Hilton properties.
  • Guided guests in selecting suitable hotel and room options based on their preferences.
  • Adjusted reservations to meet guest specifications.
  • Achieved monthly sales goals while delivering exceptional customer service.

Telephone Interviewer

Apptical Corp
Columbus, GA
07.2015 - 11.2016
  • Collected demographic and personal information while inquiring about health treatments, prescriptions, and overall health history to ensure accurate client profiles.
  • Conducted phone interviews for various insurance types on behalf of contracted companies, ensuring comprehensive information gathering.
  • Presented and reviewed client decisions of approval or denial with agents, providing clarity on eligibility outcomes.

CSR I

Anthem
Savannah, GA
04.2015 - 10.2015
  • Managed billing, claims, and enrollment issues for pharmacy and medical inquiries, ensuring timely resolution for members.
  • Verified benefits with providers and members to facilitate accurate information exchange.
  • Advised team on prior authorization requirements and current status to enhance compliance and service delivery.
  • Verify provider network and participating status with Anthem.
  • Route requests to necessary departments via multiple systems.

CSR I

Anthem
Columbus, GA
07.2014 - 03.2015
  • Addressed billing, claims, and enrollment issues for pharmacy, medical, and dental policies by making and receiving calls.
  • Handled escalated calls from offshore representatives, guiding compliant call handling practices.
  • Assisted and trained new hires, leveraging experience to enhance onboarding process.
  • Conducted research to optimize team inventory management, aligning with individual goals.

Sales Chat Representative

Afni
Opelika, AL
12.2010 - 07.2014
  • Assisted customers with selection and purchase of Verizon products, services, and plans.
  • Facilitated online sales interactions to drive customer satisfaction.
  • Supported troubleshooting of devices and portals to resolve customer issues.
  • Assist customer with Verizon billing inquiries.

Education

High School Diploma -

William H. Spencer High School
Columbus, GA
01.2008

BA - Business Management

University of Phoenix
Remote

Skills

  • De-escalation techniques
  • Training development and facilitation
  • Microsoft Office Suite
  • Communication and collaboration
  • Data analysis and reporting
  • Clerical support
  • Customer relations mindset
  • Project management
  • Leadership and coaching
  • Team development
  • Typing proficiency
  • Scheduling and adherence monitoring

Awards & Honors

  • 2023 Q3 GCSPM Award winner-Collaborated to Design and launch a cross-skill coaching program across the CEN directorates of Amex, supporting hundred of frontline colleagues and improving performance outcomes.
  • 2023 LEAD program graduate-Leadership development focused on coaching , performance, and strategic initiatives
  • 2024 Centurion Award Winner-Recognized for outstanding leadership, innovation, and performance.

Timeline

MR iTL / Operations Support (OS) Pod Leader

American Express
01.2025 - Current

iTL – Team Lead Coverage, PCU Analyst, Project Management

American Express
05.2024 - 12.2024

Coaching Coordinator

American Express
03.2023 - 03.2024

New Hire Coach

American Express
03.2022 - 12.2022

Customer Care Professional

American Express
06.2019 - Current

Chat Service Agent

Kelly Connect
03.2018 - 04.2019

Authorization Specialist

American Home Shield
01.2017 - 03.2018

Work From Home Reservation Specialist

Hilton Worldwide
03.2016 - 12.2017

Telephone Interviewer

Apptical Corp
07.2015 - 11.2016

CSR I

Anthem
04.2015 - 10.2015

CSR I

Anthem
07.2014 - 03.2015

Sales Chat Representative

Afni
12.2010 - 07.2014

High School Diploma -

William H. Spencer High School

BA - Business Management

University of Phoenix
Chauntay Richardson