Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
Generic

Crystal Richardson

Houston

Summary

Dynamic Customer Experience and Integration Specialist with over 4 years of expertise in optimizing support operations, knowledge management, and AI-driven enablement. Proven track record in scaling teams, implementing AI-powered tools, and aligning cross-functional initiatives to enhance efficiency, accuracy, and customer satisfaction. Proficient in leveraging support data, developing impactful training programs, and designing workflows that transform support into scalable, automation-ready systems. Committed to driving continuous improvement and delivering exceptional service experiences.

Overview

6
6
years of professional experience

Work History

Integration Specialist (Customer Experience Agent → Senior Tier 2 Specialist)

Ramp
03.2023 - Current
  • Designed chat workflows and escalation processes to increase efficiency and resolution accuracy.
  • Maintained and trained AI-powered macros/scripts, achieving 75% AI response accuracy.
  • Created and managed 200+ knowledge assets (Guru cards, FAQs, macros) for AI and human enablement.
  • Analyzed support resolution rates and agent adoption data to drive improvements in AI tool usage.
  • Partnered with Product and Engineering to fix AI flow gaps and prepare knowledge for new launches.
  • Delivered training sessions and hosted office hours, improving 60% of agents’ performance.
  • Remote

Customer Service Specialist

Sezzle
08.2021 - 03.2023
  • Mentored and trained 20+ new hires, boosting productivity by 15%.
  • Built internal FAQs and templates to standardize workflows and improve compliance.
  • Analyzed customer support trends, identifying recurring issues and collaborating with Product on fixes.
  • Developed training modules and support procedures that improved CSAT and reduced handling time.
  • Remote

Customer Service Agent

Momentum Solar
10.2019 - 04.2020
  • Increased customer retention by 15% through proactive support.
  • Grew sales by 13% using consultative and solutions-driven support.
  • Documented support gaps and created resources to improve training.
  • Remote

Education

BASc - Cybersecurity

Western Governors University
11-2026

Skills

  • Support Strategy & Optimization: Workflow design, escalation management, automation enablement
  • AI-Powered Knowledge & Tools: Knowledge base curation, AI chatbot training, Copilot optimization
  • Cross-Functional Collaboration: Product, Engineering, Risk, and Customer Education alignment
  • Data-Driven Operations: Resolution analysis, adoption tracking, support insights
  • Technical Tools: Zendesk, Salesforce, Intercom, Notion, Guru, Linear, LogRocket, Retool, GSuite, ProductBoard, Twilio, LexisNexis, LearnUpon, ChatGPT, Perplexity

Websites

Accomplishments

  • Scaled Ramp’s support team from 20 → 87 agents, while reducing escalations by 30% through improved workflows, training, and automation.
  • Improved AI tool accuracy to 75% and increased adoption across support agents through effective training and macro/script optimization.
  • Redesigned knowledge base with 200+ Guru cards, structured FAQs, and content strategies that improved agent onboarding and alignment with product changes.
  • Ranked Top 5 of 64 agents at Ramp with a 98% QA score and 40% faster resolution rate.
  • Introduced recognition programs and team initiatives that boosted engagement and retention.

Timeline

Integration Specialist (Customer Experience Agent → Senior Tier 2 Specialist)

Ramp
03.2023 - Current

Customer Service Specialist

Sezzle
08.2021 - 03.2023

Customer Service Agent

Momentum Solar
10.2019 - 04.2020

BASc - Cybersecurity

Western Governors University

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