James Richardson
Newberg,OR
Summary
Accomplished Senior Workforce Analyst with a proven track record at Toast, adept in operations management and client relationship building. Enhanced daily operational effectiveness by managing process improvements. Expert in curating and facilitating an end-to-end customer experience. Demonstrates exceptional ability to lead cross-functional teams and foster collaborative solutions.
Overview
7
7
years of professional experience
Work History
Senior Workforce Analyst
Toast
07.2022 - Current
- Leads cross-functional teams in the execution of process improvement projects, resulting in increased operational effectiveness.
- Enhances organizational efficiency by conducting comprehensive staffing analyses and identifying opportunities for resource optimization.
- Optimizes workforce scheduling by analyzing data trends and making strategic recommendations.
- Conducts regular audits of workforce data to ensure the highest levels of accuracy and integrity are maintained, allowing for more informed decision-making by both internal and external stakeholders.
Workforce Real Time Analyst
Toast
02.2021 - 07.2022
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Managed real-time inbound call traffic across multiple contact center locations.
- Mitigated risks associated with high call volume periods, developing contingency plans for unexpected events or spikes in demand.
Tier 2 Technical Support Specialist
Toast
11.2019 - 02.2021
- Delivered exceptional customer service while addressing user inquiries via phone, email, or live chat channels promptly.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Improved team collaboration by sharing technical knowledge and assisting colleagues with challenging cases.
- Collaborated with cross-functional teams to identify recurring issues and develop long-term solutions to prevent future occurrences.
Genius Administrator
Apple
10.2017 - 11.2019
- Coordinated the intake and repairing process of 400-600+ devices through the Genius Bar
- Provided exceptional customer service as the first point of contact for the Genius Bar, resolving inquiries efficiently while maintaining a professional demeanor.
- Oversaw the ordering, receiving, and physical organization of repair parts and Genius Bar equipment.
- Curated onboarding and training cadence for new technicians/
Education
Bachelor of Arts - Cinema Studies And English
Northeastern University
Boston, MA12.2016
Skills
- Operations Management
- Advanced Data Analysis
- Facilitation of Customer Journeys
- Client Relationship Building
Timeline
Senior Workforce Analyst
Toast
07.2022 - Current
Workforce Real Time Analyst
Toast
02.2021 - 07.2022
Tier 2 Technical Support Specialist
Toast
11.2019 - 02.2021
Genius Administrator
Apple
10.2017 - 11.2019
Bachelor of Arts - Cinema Studies And English
Northeastern University