Riddhi Patel
Los Angeles,CA
Summary
Results-driven Business Analyst with proven expertise in workforce management, data analysis, and strategic planning. Skilled in predictive modeling, global headcount planning, and optimizing operational efficiency to enhance business outcomes. Adept at cross-functional collaboration, with a strong focus on customer service, cost-benefit analysis, and resource allocation.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Workforce Management Analyst
St Luke’s University Health Network
Allentown, PA
04.2023 - 02.2024
- Developed and implemented workforce management strategies to enhance staffing efficiency, customer service, and cost control.
- Created workforce forecasting models by analyzing historical call volume data to predict future staffing needs, improving patient experience.
- Spearheaded the introduction of Calabrio One, supporting the management of FTE, call volumes, and staffing requirements.
- Delivered critical reports and visualizations, providing insights for key stakeholders on KPIs such as cost, performance, and efficiency.
- Led cross-functional collaboration with HR, IT, and Finance for workforce alignment and strategic planning initiatives.
National Portfolio Coordinator (Client Delivery)
Brilar
Columbus, OH
09.2022 - 03.2023
- Managed client relationships, ensuring contractual obligations were met while analyzing resource allocation to improve efficiency.
- Conducted cost-benefit analysis and managed the contracting lifecycle, resulting in operational cost reductions and revenue generation.
- Collaborated on strategic initiatives, providing workforce recommendations to optimize service delivery and customer satisfaction.
Client Relationship Manager
Intrado
Columbus, OH
09.2020 - 09.2022
- Developed and maintained a client portfolio worth $1.5M, identifying workforce efficiencies and improvements.
- Utilized SaaS solutions to deliver improvements in client services, achieving a 3% revenue increase by optimizing staffing solutions.
- Collaborated with internal and external teams to execute successful migration from legacy systems to a cloud platform, improving global workforce operations.
Supply Chain Analyst
Tata Consultancy Services (Placed at GE Aviation)
Cincinnati, OH
05.2019 - 03.2020
- Ensure proper agreement between supplier and customer by prioritizing high level delinquency.
- Perform analysis in areas including part delinquency, supplier requirements and delivery processes.
- Developed and implemented strategies to improve supply chain operations efficiency.
- Created reports on inventory levels, transportation costs and other KPIs related to the supply chain process.
Real-Time Analyst
Worldpay
Cincinnati, OH
04.2016 - 05.2019
- Monitored real-time workforce data across seven sites, ensuring efficient resource management for 900+ employees.
- Created predictive models for workforce optimization, improving staffing levels and minimizing service delivery disruptions.
- Processed FMLA/LOA, and authorized VTO and PTO for all contact center advisors.
- Efficiently resolved technical issues in a timely manner with minimal impact on the stakeholders by effectively coordinating all incidents management efforts and continuously improving processes.
- Minimize attrition within operations by providing scenario-based solutions.
Collections Specialist
Vantiv
Cincinnati, OH
07.2012 - 04.2016
- Prioritized high level delinquency accounts and negotiated a payment plan before the account is sent off to third party collections.
- Create SOP documentation for internal procedures for new hires and contractors.
- Perform UAT for internal software upgrades for the team dialer system
- Facilitate payment card industry (PCI) compliance conversations and assist with other inquiries as needed.
Education
Associate of Arts - General Studies
University of Toledo
Toledo, OH12-2017
Skills
- Statistical modeling
- Workforce Planning
- BPO Outsourcing
- Real-Time Monitoring
- Incident Management
- Cost-Benefit Analysis
- Lean Six Sigma
- SaaS & Omni-Channel Solutions
Certification
WFM-Communications for WFM Professionals Certification, The Call Center School—May 2019
Calabrio Training (WFM-Analytics, Scheduler, Supervisor, QM Administrator, Overview Modules) — Dec 2023
Human Resources Analytics, University of California (Irvine)— Aug 2024
Timeline
Workforce Management Analyst
St Luke’s University Health Network
04.2023 - 02.2024
National Portfolio Coordinator (Client Delivery)
Brilar
09.2022 - 03.2023
Client Relationship Manager
Intrado
09.2020 - 09.2022
Supply Chain Analyst
Tata Consultancy Services (Placed at GE Aviation)
05.2019 - 03.2020
Real-Time Analyst
Worldpay
04.2016 - 05.2019
Collections Specialist
Vantiv
07.2012 - 04.2016
WFM-Communications for WFM Professionals Certification, The Call Center School—May 2019
Calabrio Training (WFM-Analytics, Scheduler, Supervisor, QM Administrator, Overview Modules) — Dec 2023
Human Resources Analytics, University of California (Irvine)— Aug 2024
Associate of Arts - General Studies
University of Toledo
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