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.

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.

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.
• 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.
• 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.

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.

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.

• 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.
• 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.
• Merchandised 223 clinics in four territories and set up 50 promotional programs.