John Reida Email & Phone Number

• Responsibilities expanded to include owning customer and partner facing software as well as managing another Product Manager responsible for agent experience.• Defined customer support product strategy and roadmap to deflect contacts with AI powered self-service tooling.• Established and owned an executive-level monthly business review, ensuring alignment with key stakeholders, identifying roadblocks, and driving project progress toward measurable outcomes.• Launched, tested, and iterated an AI powered customer self-service Help Center for mobile and web with API integrations between Amazon Connect and Salesforce, reducing contacts by 14% and improving average handle time by 6.4%, saving $600k/year.

• Led strategic product roadmap for a multi-call center customer support organization of 450 agents, driving process improvements and cost savings.• Supported multiple customer personas (homeowners, Dealers, field technicians, customer support agents), adapting technology needs and process to address the highest priority pain points.• Achieved $840k annual savings through vendor evaluation, selection and deployment of an omni-channel contact center platform using Amazon Connect and Alvaria workforce management platforms, integrating both with Salesforce.• Unified the agent experience across the company by coordinating the migration of 10 additional teams (750 agents total) to a single platform.

• Led 160-person team spread across 4 contact centers responsible for advanced troubleshooting, escalation management, fraud review, agent coaching, and CEO escalations.• Improved first contact resolution by 7% by driving process alignment across teams in multiple contact centers.• Launched a new customer facing Help Center with knowledge base in 7 languages, reducing contact rate by 20% post launch.• Partnered with Product, Engineering, Marketing, Analytics, and Leadership to facilitate the migration of Webs customer websites to Vistaprint. • Managed data collection and messaging to over 1 million Webs customers using Epsilon.

Silver Spring, Maryland

• Built two remote tier 3 teams responsible for addressing complex/technical escalations and handling fraud investigations.• Promoted 2 team members to supervisor roles overseeing 8 team members each. • Implemented High Performing Team Model to drive team alignment and career growth.• Identified and drove the resolution of impactful issues, saving the company more than $1.2m annually. • Delivered a new fraud management solution for physical and digital products, integrated with the purchase and fulfilment platform. • Drove resolution of product defects and enhancements using a backlog of quantifiable issues and associated contact volume.

• Managed a team of 8 Technical Support Specialists and Senior Technical Support Specialists.• Managed and participated in an on-call rotation to provide 24/7 incident management.• Built a Node.js application with API integration with Zendesk to connect 100% of escalations to engineering tickets, increasing visibility for Product, Engineering, Management, and Support teams, improving resolution time and NPS.• Drove prioritization and resolution of the highest customer impacting issues through weekly cross-functional backlog review meetings.

Acquired by Vistaprint in 2011• Delivered award winning customer service through email and chat, earning a STEVIE from American Business Awards.• Built a process to quality check post contact surveys, linking NPS detractors to new and known issues, driving KPI improvements in NPS and CSAT. • Built a system to automate NPS and CSAT reporting from SurveyGizmo (Alchemer) through Google Docs, enabling Team Leaders to pull data on demand.• Managed all billing integrations with third party platforms for customer subscription management (PayPay, PayFlow, Chargify).• Post-acquisition by Vistaprint, trained an offshore team to take over front line contacts and managed the ongoing relationship and SOPs.