Tokhia Richardson

- Managed a team of up to 18 agents, overseeing day-to-day operations and performance metrics. - Supervised domestic and international institutions, ensuring seamless service delivery and client satisfaction. - Acted as Digital Product Manager for key accounts, including the Department of Defense, handling their specific needs and ensuring compliance. - Designed and implemented a Web Chat platform, improving customer engagement and response times. - Developed and automated a print refill website, streamlining order processing and reducing manual tasks. Ran daily reports in power BI

- Provided expert support to over 100 credit unions, addressing member inquiries and resolving account-related issues. - Processed loan applications and financial transactions, ensuring accuracy and compliance with industry regulations. - Analyzed financial data and account information to assist members in resolving complex banking issues. - Led training sessions for new hires and mentored junior team members to improve service efficiency and accuracy. - Managed escalations, handling high-priority cases to ensure timely and satisfactory resolutions for members. - Collaborated with cross-functional teams to streamline operations and enhance service delivery.

- Analyzed and interpreted complex datasets related to customer orders, product availability, and operational efficiency. - Developed and maintained reports and dashboards to track key performance indicators (KPIs) and support data-driven decision-making. - Conducted data analysis to identify trends, optimize order processing, and enhance supply chain efficiency. - Collaborated with cross-functional teams to provide actionable insights that improved customer service and operational performance. - Streamlined data collection processes and implemented automation to improve reporting accuracy and reduce manual effort. - Provided detailed data analysis and reporting for domestic and international shipments, ensuring compliance with government regulations.

- Provided expert technical support for Dyson vacuum products, diagnosing and resolving customer issues related to functionality and performance.

- Performed hands-on troubleshooting for mechanical and electronic components, ensuring quick and efficient issue resolution.

- Collaborated with engineering teams to identify product defects, contributing to design improvements and product updates.

- Delivered detailed product knowledge and training to customers, internal teams, and retailers to enhance product usage and troubleshooting capabilities.

- Analyzed customer feedback and repair data to identify common issues, driving continuous product improvement.

- Managed escalations and complex cases, ensuring high customer satisfaction and brand loyalty.