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Riddhi Patel

@riddhipatel2

Relationship Manager at Intrado who managed a $1.5M+ enterprise book, achieved 96% retention, and contributed to $340K+ in expansion revenue.

United States

Message

What I'm looking for

I'm pursuing account management, customer success, and workforce solutions roles.

At Intrado, I managed an enterprise utility client portfolio and a $1.5M+ book of business, contributing to 96% retention through proactive communication, QBR support, and account planning. I also identified expansion opportunities and supported renewal and growth conversations that contributed to $340K+ in revenue growth.

At St. Luke's University Health Network, I supported an enterprise workforce management implementation across 8 departments and 475+ users, including onboarding, UAT, and go-live stabilization. My experience also includes coordinating client and vendor service delivery, analyzing performance data, and supporting SLA and account health reporting.

Experience

Work history, roles, and key accomplishments

WFM Implementation & Systems Analyst

St. Luke's University Health Network

Mar 2023 - Feb 2024 (11 months)

Supported enterprise WFM implementation across 8 departments and 475+ users, aligning staffing workflows and operational requirements. Served as operational lead for onboarding, UAT, training support, and go-live readiness.

Workforce Management UAT Training Operations IT Compliance Contact Center Staffing Models Schedule Adherence Call Routing Service Visibility

National Portfolio Manager

Brilar

Aug 2022 - Feb 2023 (6 months)

Managed multi-market client and vendor operations, serving as primary escalation point for service delivery and SLA alignment. Coordinated workforce and vendor coverage to maintain account-level performance.

Customer Relationship Management Vendor Management SLA Management Escalation Management SOP Development Reporting Workforce Coordination

Client Relationship Manager

Intrado

Aug 2020 - Aug 2022 (2 years)

Owned enterprise utility client portfolio, managing a $1.5M+ book of business with 96% retention. Identified expansion opportunities and supported renewals, contributing to $340K+ in revenue growth.

Customer Relationship Management Account Management QBR Escalation Management Salesforce Onboarding Implementation Cloud Communications

Supply Chain Analyst

TCS (GE Aviation)

Apr 2019 - Feb 2020 (10 months)

Analyzed supplier and vendor performance data to support forecasting, logistics planning, and service-level performance. Managed high-priority client and vendor concerns, coordinating risk mitigation plans.

Supply Chain Analysis Vendor Management Forecasting Logistics SLA and OLA Performance Risk Mitigation Reporting

Real-Time Analyst

Worldpay

Mar 2016 - Apr 2019 (3 years 1 month)

Monitored real-time service performance across 900+ agents, maintaining SLA adherence and staffing coverage. Analyzed call volume and staffing data to produce executive reporting and recommend improvements.

Real time Monitoring SLA Management Workforce Management Incident Response Executive Reporting Data Analysis

Collections Specialist

Vantiv

Jul 2012 - Mar 2016 (3 years 8 months)

Managed consumer credit portfolios across multiple account stages, conducting compliant outreach to resolve account issues. Resolved escalated customer concerns with empathy and regulatory compliance.

Collections Credit Management Customer Service Regulatory Compliance Account Resolution