Expertise

What I work with, in plain terms.

Grouped the way the work actually happens. No ratings or percentages, just the areas and systems I have used in my roles.

01

Customer Success & Client Operations

Keeping enterprise relationships healthy, from first onboarding call to renewal conversation.

Customer Success
Enterprise Client Relationships
Client Relationship Management
Account Management
Client Retention
Client Onboarding
Stakeholder Communication
Escalation Management
Service Delivery Operations
Account Health Tracking
Business Reviews
SLA/KPI Monitoring

02

Workforce Management & Analytics

Reading staffing and service data closely enough to act on it while the day is still happening.

Workforce Management
Workforce Operations
Workforce Management Systems
Real-Time Operations
Workforce Scheduling Support
Staffing Visibility
Performance Reporting
Operational Reporting
Operational Analysis
Forecasting Support
Process Improvement
UAT and Implementation Support
Service-Level Reporting

03

Tools & Platforms

Systems used across client, workforce, and service operations roles.

Advanced Excel
Salesforce
Zendesk
Jira
ServiceNow
Workday
Calabrio One
Verint
Genesys
Twilio
DocuSign
SharePoint

Training behind the skills

April 2026Six Sigma White Belt · The Council for Six Sigma Certification (CSSC)
February 2026Workday Financial Management for Business Users · Workday
January 2026Introduction to AI · Google
August 2024Human Resources Analytics · University of California, Irvine, Paul Merage School of Business
2023Calabrio One (Analytics, Scheduler, Supervisor, QM Administrator)
2019WFM Communications for WFM Professionals · The Call Center School

Professional development and credentials relevant to customer success, workforce management, and client operations.