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Cassidy Raley

@cassidyraley

Workforce Operations Support at lululemon, turning real-time queue and forecast data into staffing actions and performance insights.

United States

Message

At lululemon, I monitor real-time performance across phone, chat, and email, using queue and forecast data to recommend staffing and channel adjustments. I turn hourly and daily reporting into insights that help leadership respond to service risks and changing business needs.

As a Digital Sales Educator at lululemon, I identified friction in the buying journey and shared updates and resources with Digital Sales and GEC teams. I was named Top Performing Digital Sales Educator for Q4 2025 and maintained bonus-eligible metrics across all four periods.

Earlier, as a GEC Educator at lululemon, I supported the Salesforce transition by creating guidance and sharing knowledge with teammates. I also coached educators and helped maintain quality during the migration.

Experience

Work history, roles, and key accomplishments

Current

Workforce Operations Support

Current

Lululemon

Apr 2026 - Present (6 months)

Monitored real-time queue performance across phone, chat, and email channels, analyzing staffing levels and service level attainment to execute intraday strategies. Produced hourly and daily reporting on service levels, queue health, and operational performance, transforming complex workforce data into actionable insights.

Workforce Management Queue Monitoring Power BI Excel Forecasting Data Analysis Reporting Intraday Management Risk Mitigation Communication Skills

Digital Sales Educator

Lululemon

Sep 2025 - Apr 2026 (7 months)

Performed gap analysis on friction points and escalated insights to inform continuous improvement and conversion-driving tactics. Partnered with leadership to review KPI performance and coached teammates on playbooks and behaviors that improved conversion and guest outcomes.

Gap Analysis KPI Tracking Coaching Microsoft Teams Content Creation Communication Skills Conversion Rate Optimization Average Order Value Time Management Quality Assurance

Relationships Coordinator

Scott Peek Photography

Aug 2025 - Dec 2025 (4 months)

Identified and flagged communication gaps in the booking flow and proposed updates that improved clarity and reduced repeat questions from clients. Led personalized conversations that built trust-based client relationships and improved retention by 35%.

Customer Relationship Management Communication Skills Cross Functional Collaboration Workflow Optimization Retention Strategy Meeting facilitation

GEC Educator

Lululemon

Oct 2022 - Sep 2025 (2 years 11 months)

Proactively flagged operational barriers and delivered solution-focused feedback to inform continuous improvement. Key change leader for the Salesforce transition, sustaining Quality Assurance Ratings >75% across 100% of the fiscal year during migration.

Salesforce Quality Assurance Coaching Communication Skills Change Management Training Guest Satisfaction Problem Solving

Client Care Manager

Keller Williams Legacy

Feb 2025 - Aug 2025 (6 months)

Operated in a startup-style environment by owning high-priority administrative and operational tasks that increased efficiency and contributed to consistent 5-star client reviews. Supervised and coached a small team, facilitating regular check-ins and providing structured feedback.

Team Leadership Coaching client support Process Improvement Social Media Management Communication Skills Real Estate Operations

Diamond Dolls President

Oklahoma State University

Aug 2021 - May 2024 (2 years 9 months)

Led a 50+ member team by facilitating meetings, delegating responsibilities, and coaching members to ensure consistent performance and alignment with NCAA expectations. Identified engagement gaps and implemented new event and marketing strategies that increased fan engagement by 13%.

Leadership Team Management Event Planning Marketing Data Analysis Cross Functional Collaboration Revenue Growth

Educator

Lululemon

May 2022 - Oct 2022 (5 months)

Identified trends in guest questions, fit issues, and product confusion, and surfaced insights to leads to inform improved merchandising and team training. Delivered technical product education with clarity and accuracy, helping guests make confident purchase decisions.

Guest Experience Product Knowledge Training Collaboration Operational Execution Sales Support