Riddhi PatelCustomer Success & WFM

Experience

A career timeline, most recent first.

Six organizations across healthcare, enterprise technology, facility services, aviation supply chain, and financial services.

  1. March 2023 – February 2024

    Healthcare

    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.

    Responsibilities and accomplishments at St. Luke’s University Health Network

    • Supported enterprise workforce management implementation across 8 departments and more than 475 users.
    • Helped align staffing workflows, scheduling rules, reporting requirements, and operational needs.
    • Supported user acceptance testing, onboarding, training, go-live readiness, and post-launch stabilization.
    • Worked across Operations, IT, and Compliance stakeholders.
    • Supported high-volume contact center workforce management workflows and service-level visibility.

  2. August 2022 – February 2023

    Facility services

    Brilar

    National Portfolio Manager

    Coordinated multi-market client and vendor operations with a focus on consistent service delivery and clear accountability.

    Responsibilities and accomplishments at Brilar

    • Managed multi-market client and vendor operations.
    • Coordinated service delivery, SLA alignment, workforce/vendor coverage, and escalation resolution.
    • Standardized SOPs, reporting processes, and vendor follow-up workflows.
    • Supported service consistency and operational accountability.

  3. August 2020 – August 2022

    Enterprise technology

    Intrado

    Client Relationship Manager

    Owned enterprise client relationships end to end, from onboarding and implementation through business reviews and escalations.

    Responsibilities and accomplishments at Intrado

    • Managed a $1.5M+ enterprise client portfolio.
    • Maintained 96% client retention.
    • Served as a primary relationship and service contact for enterprise customers.
    • Coordinated with Product, Engineering, Support, and Operations.
    • Supported client onboarding, implementation, business reviews, and escalations.
    • Maintained account documentation and relationship intelligence in Salesforce.

  4. April 2019 – February 2020

    Aviation supply chain

    TCS / GE Aviation

    Supply Chain Analyst

    Analyzed supplier performance data to surface operational risk and support procurement visibility.

    Responsibilities and accomplishments at TCS / GE Aviation

    • Analyzed supplier performance, delivery trends, scorecards, and SLA data.
    • Investigated operational risks and vendor performance issues.
    • Supported risk mitigation, procurement visibility, and continuous improvement.

  5. March 2016 – April 2019

    Financial services

    Worldpay

    Real-Time Analyst

    Monitored live contact center performance and turned intraday signals into leadership reporting and corrective action.

    Responsibilities and accomplishments at Worldpay

    • Analyzed operational performance across a contact center with more than 900 employees.
    • Monitored service levels, staffing, operational trends, and service risks.
    • Supported high-impact service disruption response.
    • Produced leadership reporting and recommended corrective actions.

  6. July 2012 – March 2016

    Financial services

    Vantiv

    Collections Specialist

    Managed consumer-credit portfolios with careful documentation and compliant resolution.

    Responsibilities and accomplishments at Vantiv

    • Managed consumer-credit portfolios.
    • Investigated account issues and escalations.
    • Supported compliant account resolution and documentation.