C'iara Richardson
Austin,TX
Summary
Strategic Operations professional with extensive experience in global payments, e-commerce, fraud risk, and performance operations. Proven expertise in developing KPI frameworks and performance dashboards to enhance accountability and decision-making. Led large-scale operations managing 150+ agents, focusing on efficiency, compliance, and service delivery. Background includes fraud risk analysis, compliance operations, and performance coaching, aiming to optimize systems and drive operational impact in technology and financial services.
Overview
2
2
years of post-secondary education
12
12
years of professional experience
Work History
STRATEGIC OPERATIONS LEAD
Meta (via TEKsystems)
03.2025 - Current
- Developed policies and governance standards for attendance, performance management, and behavioral accountability, strengthening operational consistency and team execution; managed hiring, coaching, and performance documentation for direct reports, influencing performance across 30+ SMEs and frontline agents.
- Led quality assurance initiatives, including audit-of-auditor reviews, calibration processes, and workflow improvements to increase reporting accuracy and service quality. Partnered cross-functionally with internal departments, client stakeholders, and operations teams to align strategic goals with operational execution.
- Designed and implemented KPI strategies for quality, accuracy, attendance, behavioral performance, and operational efficiency; built and maintained reporting dashboards in Google Sheets and Microsoft Excel to analyze trends and identify gaps, enhancing leadership decision-making.
- Supported LLM-enabled process optimization initiatives to enhance information accuracy, knowledge consistency, and scalability of operational workflows.
GLOBAL E-COMMERCE – SEARCH QUALITY & PERFORMANCE SPECIALIST
ByteDance
06.2024 - 03.2025
- Supported global search quality operations by driving performance and quality improvement initiatives across large- scale evaluation teams, contributing to a 15-20% increase in quality scores through structured analysis and process optimization. In this role, I developed and applied KPI-aligned evaluation standards to assess accuracy, policy adherence, and operational consistency across workflows.
- Built and maintained performance insights by tracking and analyzing operational trends for Photo Search and Filter Feature teams, providing leadership with actionable reporting to support decision-making and enhance workforce performance. Identified recurring error patterns through ongoing analysis and translated them into corrective actions that improved consistency and overall quality outcomes.
- Partnered with cross-functional stakeholders to refine evaluation frameworks and improve policy alignment, supporting scalable global operations and ensuring consistent execution across distributed teams.
HEAD TELLER
Austin Telco Credit Union
04.2024 - 06.2024
- Led frontline branch operations in a high-compliance financial environment, overseeing daily teller execution, cash controls, vault operations, ATM servicing, and end-of-day reconciliations to ensure audit readiness and operational accuracy. Enforced fraud prevention protocols and credit union policies, ensuring robust risk controls and transaction integrity in all member interactions. Resolved escalated member issues related to transaction discrepancies and account concerns, enhancing member trust and facilitating timely resolutions. In addition to operational oversight, I coached and evaluated teller performance to improve accuracy, productivity, and compliance adherence, contributing to stronger team consistency and service quality across the branch.
- Led teller operations and supported member service at Austin Telco Credit Union.
- Balanced cash drawers to maintain precise cash flow and prevent discrepancies. and verified daily teller totals.
- Processed deposits, withdrawals, and loan payments for credit union members.
TRUST & SAFETY GLOBAL RISK PAYMENTS & E-COMMERCE SERVICE DELIVERY LEAD
Accenture LLP (Meta)
05.2022 - 08.2023
- Led trust and safety operations in global payments risk and commerce, managing 150 agents for risk mitigation and service delivery. In this role, I owned operational performance outcomes, ensuring SLA compliance, meeting contractual benchmarks, and driving workflow efficiency across distributed teams. Designed KPI frameworks and reporting systems to monitor performance and enhance decision-making across leadership teams. Strengthened quality, accuracy, and consistency in risk operations while optimizing throughput in high-volume environment.
- Led service delivery governance for Meta support operations at Accenture.
- Resolved client escalations by coordinating with internal teams to address issues promptly. and resolved service issues across client teams.
- Organized daily workflows by utilizing ticket queues and service dashboards to streamline operations. using ticket queues and service dashboards.
SENIOR FRAUD RISK EXPERT – TRUST & SAFETY GLOBAL PAYMENTS & E-COMMERCE
Accenture Flex (Meta)
12.2021 - 05.2022
- Developed standardized training programs and quality tracking systems for review and appeals teams, enhancing operational consistency and efficiency. Provided data-informed coaching and conducted regular performance evaluations to enhance team output and alignment with quality expectations. In leadership gaps, stepped into acting team lead responsibilities to maintain operational continuity and team performance.
- Executed daily tasks efficiently in accordance with company standards.
- Proposed creative strategies to improve team effectiveness during meetings.
- Engaged with a diverse team to achieve shared goals and tackle service-related issues.
FRAUD RISK & COMPLIANCE ANALYST – META ADS
BCForward @Accenture
04.2020 - 10.2020
- Conducted fraud detection and risk analysis to identify suspicious transaction patterns, mitigating financial threats within payment systems. Investigated fraudulent activity, ensured timely case resolution, and provided insights that enhanced internal fraud prevention strategies, consistently exceeding performance targets.
- Evaluated existing policies and procedures to enhance risk management and control measures.
FINANCIAL CENTER REPRESENTATIVE
Texas DPS CreditUnion
08.2018 - 10.2019
- Functioned as a financial services liaison for members, providing high-quality support and enhancing long-term client relationships within a credit union environment. In addition to member service responsibilities, contributed to revenue growth through product education, upselling, and referral generation, increasing product adoption and retention. developed and maintained tracking systems for member follow-ups using spreadsheets, enhancing relationship management and engagement consistency.
- Provided support to credit union members by addressing account inquiries and fulfilling service requests.
- Executed transactions, including deposits, withdrawals, and loan payments, using branch systems.
- Ensured secure verification of member identity and proper maintenance of confidential Texas DPS CreditUnion records.
MEMBER SERVICE REPRESENTATIVE II
University Federal Credit Union
12.2016 - 03.2018
- Delivered advanced member support across financial products and services, addressing complex inquiries related to loans, account management, and dispute resolution. Managed accurate, efficient, and compliant handling of high-volume member interactions and upheld strong service quality standards. Achieved 99%+ quality scores across 1,000+ weekly calls, reflecting high-performance execution in a fast-paced contact center.
- Helped members resolve account-related questions and fulfill service requests.
- Executed transactions for deposits, withdrawals, and loan payments at credit union using transaction systems.
- Facilitated the opening of checking, savings, and certificate accounts for both new and existing members.
BANK / MOTORBANK TELLER
Frost Bank, TX
11.2014 - 12.2016
- Supported high-volume banking operations in both branch and drive-thru environments, processing financial transactions with accuracy, efficiency, and compliance. Provided customer service while assisting clients with deposits, withdrawals, account inquiries, and product support, ensuring satisfaction and loyalty. Facilitated account openings, client onboarding, and banking product education to enhance client experience and engagement. Contributed to operational flow improvements by maintaining accuracy in high-volume conditions and ensuring seamless service delivery across customer channels.
- Processed cash deposits, withdrawals, and payments for Frost Bank branch customers.
- Ensured teller drawer accuracy by performing daily balance checks. and verified currency, checks, and transaction totals.
- Provided assistance to customers regarding various account-related questions. with account questions, card issues, and service requests.
Education
Associate Degree - Computer Science and Information System
Austin Community College
Austin, TX 11.2022 - 05.2025
Skills
- KPI analysis
- Dashboard design
- Quality control
- QA calibration
- Operational efficiency
- Policy development
- Microsoft Excel
- Google Sheets
Timeline
STRATEGIC OPERATIONS LEAD
Meta (via TEKsystems)
03.2025 - Current
GLOBAL E-COMMERCE – SEARCH QUALITY & PERFORMANCE SPECIALIST
ByteDance
06.2024 - 03.2025
HEAD TELLER
Austin Telco Credit Union
04.2024 - 06.2024
Associate Degree - Computer Science and Information System
Austin Community College
11.2022 - 05.2025
TRUST & SAFETY GLOBAL RISK PAYMENTS & E-COMMERCE SERVICE DELIVERY LEAD
Accenture LLP (Meta)
05.2022 - 08.2023
SENIOR FRAUD RISK EXPERT – TRUST & SAFETY GLOBAL PAYMENTS & E-COMMERCE
Accenture Flex (Meta)
12.2021 - 05.2022
FRAUD RISK & COMPLIANCE ANALYST – META ADS
BCForward @Accenture
04.2020 - 10.2020
FINANCIAL CENTER REPRESENTATIVE
Texas DPS CreditUnion
08.2018 - 10.2019
MEMBER SERVICE REPRESENTATIVE II
University Federal Credit Union
12.2016 - 03.2018
BANK / MOTORBANK TELLER
Frost Bank, TX
11.2014 - 12.2016