Laura Leighton Riehl Email & Phone Number

San Diego, Ca, Us

Managed customer operations for 10,000+ EV charging stations and implemented changes for scalability.Grew department from 5 associates to 15 including 24/7 international shifts, multiple managers, Tier 1 call center, Tier 2 software, and field hardware support teams. Enabled internal promotion tracks.Developed department vision plan with a three-year implementation strategy and actionable goals.Led maturation transition from start-up culture to development and implementation of SOP’s, KPI’s and job task consolidation, and directed focus towards scalability and a proactive approach.Established SOP templates, playbooks, and documentation plans to enable simpler knowledge transfer.Designed Salesforce objects and ClickUp systems to support department daily needs and long term scalability, including Natter Box integration for customer service, and analytics integrations with Power BI enabling development of KPI tracking and interdepartmental transparency.Created standardized service offerings to clarify contracts and make support services scalable.Contract negotiation and optimization of existing accounts to increase sources of revenue for the division.Created interdepartmental communication channels to facilitate smooth project transitions, post-mortemimprovements and proactive process improvements focused on the customer experience.Implemented divisional monthly customer service training classes to establish a customer centric mindset.Led transition between call center vendors for increased functionality and reporting.Developed and managed product failure responses to minimize impact to customers and stakeholders.Presented departmental performance and initiatives in quarterly companywide meetings.

San Diego, California, United States

Managed customer operations for over $180 million of EV infrastructure incentives including all customerservice, call center, application processing, and payments.Grew the team from 2 to 16 direct reports with 1 manager and maintained staffing capacity forecasts.Managed and fostered talent development and training of the team with 3 promotions into new roles.Launched 11 regional EV charger incentive projects to support phased expansion of the CALeVIP program, each with unique requirements, and a statewide EV rebate program in Oregon.Performed and oversaw Quality Assurance (QA) ensuring accurate processing of high complexity applications.Designed and implemented process improvements including reducing QA times by 78% with automation.Responsible for design of the customer experience and operations processes in custom software and Salesforce development from application through payment and reporting.Standardized data, analyzed reports, and created KPI dashboards to manage operations performance.Drafted RFPs and SOWs to win new contracts and support sales.Supported customers to complete sites including invoices, networking, permits, and required documents.

Greater San Diego Area

Partner with department managers, development teams, field support resources, business partners, customers, and vendors to support tactical and strategic goals. Work across Agile teams and departments to create and manage execution of process improvement initiatives and operational skill-based training plans. Responsible for designing solutions that increase efficiency and proficiency, drive employee engagement, and improve internal/external customer satisfaction.• Coordinate operational change management (procedures, technologies, etc.) and communications across internal departments or customer groups.• Improve departmental and cross-departmental processes and procedures by identifying gaps, ambiguities, inconsistencies, etc. Recommend solutions to management and other stakeholders to mitigate risks and gain alignment for implementation. • Lead efforts to identify department and employee needs through policy and procedure reviews, root-cause analysis, surveys, interviews, and job shadowing.• Design departmental and cross-departmental operational skill-based curriculum for internal departments or customer groups.• Coordinate tactical execution plans for, as well as manage rollouts of, large training initiatives associated with business development or changes.• Establish learning development and improvement priorities with department leaders and learning facilitators and manage execution of training plans by departmental learning facilitators. • Develop and implement departmental and cross-departmental best practices (operationally as well as for curriculum development and learning facilitation). Contribute to a centralized collaborative repository for fellow OEMs and departmental learning facilitators.• Define and document standard operating procedures with department managers and technical writers to drive adoption of process improvements through strategic communication and learning facilitation.

Greater San Diego Area

• Developing and conducting operational training and strategic process improvement across departments internally and for external customers. • Organizing, facilitating, and continually evaluating training programs for improvements. • Welcoming new hires and integrating them smoothly into the company with comprehensive onboarding training every two weeks. • Lead the adoption of software update releases and process updates from smooth processing and customer experience company wide. • Empower employee growth and career advancement with skill proficiency training to prepare employees for internal opportunities. • Creating content and obtaining buy in from all stakeholders on new training modules including animated videos, screen walkthroughs, quick reference guides, personal coaching, leading in-person workshops, gamification, tests and quizzes, and peer feedback video modules.

Greater San Diego Area

• Account management and customer service for retainers and projects including website maintenance, analytics reporting, user experience optimization, and social media. • Monitored budgets, created project schedules, supervised timelines, and communicated expectations with internal subject matter experts and client teams for successful implementation.• Made strategic recommendations to help clients prioritize new projects including details of estimates, establishing expectations, and fine-tuning project requirements to clarify goals.• Led technical digital projects including server transitions, website software upgrades, and online controlled experiments through a/b testing, and mobile enhancements.• Quality assurance and control including writing test cases, thorough testing, and monitoring launches. • Managed projects across channels including search engine optimization (SEO), media advertisements via pay per click (PPC) on various channels, creative concepting and design, development of functional releases, and strategy planning.

• Sales and marketing strategy for new canine supplement line in the veterinary industry.• Guided development of marketing for product line and company including website, press kits and releases, sales presentations, brochures, flyers, and in clinic merchandising. • Managing projects with Public Relations firm for increasing brand awareness, editorial placements, promotions, social media, and sales.• Responsible for outreach and relationship management to distributors and resellers for product sales and support• Relationship growth with non-profit partners, particularly the National Canine Cancer Foundation including achieving the Seal of Excellence, event sponsorships, and the observational study.

• Inside sales representative supported field sales team with phone sales. Support included, acquiring initial placements, raising incremental orders, staff education, and Continuing Education speaker meetings. Field Work• San Diego: Personally responsible for $62k in sales including 20 promotional orders and an initial placement. 20% of 2010 total territory sales were ordered during the five week field cover.• Los Angeles: Managed territory for seven weeks during product launch. Personally responsible for $200k sales, 20 initial placements which was 130% of first quarter goal. Territory sales grew 47% for first quarter of 2011 compared to 2010.• Inland Empire: Managed territory for seven months with over 300 accounts to achieve over $1 million in territory sales and 79% growth in 2011 from 2010. Successfully launched new product into 84 hospitals. Over achieved territory sales goal at 110% for 2011.Internship• Merchandised 223 clinics in four territories and set up 50 promotional programs.