Customer Success | Workforce Management | Client Operations
Riddhi Patel
Connecting People, Processes, and Performance.
Experienced in enterprise client relationships, workforce management, and operational analytics, with a focus on improving service delivery, strengthening customer relationships, and supporting data-informed business decisions.
Career highlights
- Years of experience
- 10+
- Client services, workforce operations, and analytics
- Enterprise portfolio
- $1.5M+
- Managed as Client Relationship Manager at Intrado
- Client retention
- 96%
- Maintained across that Intrado portfolio
- WFM users supported
- 475+
- Across 8 departments at St. Luke’s
What I bring
One thread through three kinds of work.
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People
Customer and stakeholder relationships
I have been the primary contact for enterprise clients and the person who brings Product, Engineering, Support, and Operations to the same table when something needs to be resolved.
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Processes
Workforce and operational analytics
From real-time service levels in a 900-person contact center to scheduling rules in a healthcare WFM rollout, I read operational data to see where coverage and service are at risk.
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Performance
Cross-functional problem-solving
Escalations, vendor gaps, go-live issues: I document what is happening, align the right owners, and follow through until service is steady again.
Featured experience
Where the work happened
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August 2020 – August 2022
Intrado
Client Relationship Manager
Owned enterprise client relationships end to end, from onboarding and implementation through business reviews and escalations.
- Managed a $1.5M+ enterprise client portfolio.
- Maintained 96% client retention.
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March 2023 – February 2024
St. Luke’s University Health Network
WFM Implementation & Systems Analyst
Supported an enterprise workforce management implementation, translating operational needs into system configuration, testing, and go-live readiness.
- Supported enterprise workforce management implementation across 8 departments and more than 475 users.
- Helped align staffing workflows, scheduling rules, reporting requirements, and operational needs.
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March 2016 – April 2019
Worldpay
Real-Time Analyst
Monitored live contact center performance and turned intraday signals into leadership reporting and corrective action.
- Analyzed operational performance across a contact center with more than 900 employees.
- Monitored service levels, staffing, operational trends, and service risks.
Let’s talk
Hiring for customer success, client services, or workforce management?
I am open to remote roles across the United States and hybrid roles in the Cincinnati area, including Mason and surrounding communities.