At RH, I optimize workforce forecasts, staffing, schedules, and real-time operations across North American and European customer support teams. I led a schedule realignment that increased Frontline service level by approximately 8 percentage points and reduced the longest wait from 73 minutes to approximately 37 minutes.
I analyze historical trends, promotions, holidays, campaigns, staffing requirements, and real-time performance to anticipate demand shifts and recommend coverage changes. My work includes quarterly forecast refinement, three-month workforce planning, service-level analysis, queue allocation, cross-training, holiday coverage, and intraday staffing adjustments.
I identified a 42% average increase in contact volume Tuesday through Thursday before holiday weekends and translated that trend into targeted forecast adjustments. I also supported demand forecasting and staffing planning for the deployment of 4.188 million Sourcebooks over two weeks.
Before moving into workforce management, I resolved complex customer issues at RH and coordinated project, billing, purchasing, and documentation work at Redwood Construction. I bring practical customer, operational, and financial process knowledge to data-informed business recommendations.
