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Senior Director, Workforce Management Center of Excellence
Tina brings over 20 years of experience and proven results in Workforce Management (WFM), resourcing strategies, and operational design and execution across a wide variety of industries to Northridge client engagements. With responsibility for directing The Northridge Group’s WFM Center of Excellence (CoE), Tina specializes in engagements focused on WFM planning, capacity modeling, real-time management, reporting, location strategy and financial modeling.
Tina has an extensive background in leading large-scale contact center initiatives focused on compliance management, VoC analytics, process re-engineering, and technology implementations. Prior to joining Northridge, Tina served as an Independent Consultant at Essendent, a First Vice President of Strategic Initiatives at Washington Mutual, and an operational leader and Director of Workforce Management at Sears. Tina has numerous professional development certifications and awards including an Operational Excellence (Six Sigma) Champion Certification.