Sheila Riddle Email & Phone Number

New York, New York, United States

- Direct report to CX leadership to identify new and ongoing customer experience and internal process improvement opportunities for emerging products resulting in savings opportunities of 167k/year.- Delivered insights that influenced implementation and improvements AI customer experience platforms by reducing service contacts generating $80+k in efficiencies- Directly work with Product and Growth engineers on customer experience opportunities to influence prioritization of eng resources that realized $310k in cost savings - Implemented Text Analytics platform, working on the design and creation of product and feature based topics with >80% accuracy to identify trends in customer satisfaction and effort.

- Analyzed customer data to identify product improvement opportunities that resulted in $1.2M in savings opportunities based on top 3 findings around app features, cancellation drivers, and new program experiences- Created over 10 data driven insights reports and presentations to communicate findings to stakeholders, focusing on critical pain points with revenue potential of 2M based on retention and cost savings estimates.- Designed and ran a successful Customer Service Recovery experiment that resulted in an 85% improvement in engagement and 18% reduction in churn 30 days after its completion. - Developed comprehensive root cause analysis and insights data processes training material and used it to to train new department members and partners.

- Resolved Level 2 Technical Issue and Billing tickets while consistently exceeding all KPI goals and expectations .- Collaborated on a cross-department experiment and singularly provided support to 2000+ user participants for 2 months.- Developed and hosted virtual team building events that helped improve employee participation by 340% from the previous quarter.

Remote

• Set up and run live webinars for 20-200 attendees seeking job search help from remote office and provide chat, email, and phone support for all customers and webinar attendees• Find solutions to customer issues including billing, account access, technical questions and suggesting products• Resolve 1300+ customer support tickets over the last 30 days with 98% satisfaction rate using CRM software Zendesk • Maintain Scheduling Calendar for coaching clients in Acuity Scheduling Software• Utilize Microsoft Outlook and Calendar to coordinate live events and appointments• Resolve 1300+ customer support tickets over the last 30 days with 98% satisfaction rate using CRM software Zendesk• Process product orders using Infusionsoft CRM software• Train new employees on software and company customer service standards

• Responsible for following SOP for all products entering and leaving the store• Maintain a high standard of warehouse organization and order needed supplies to ensure a smooth running customer experience• Provide asset protection for products, employees, and customers through use of security devices, cameras, and proper handling of confidential information.• Communicate effectively with leadership about any customer order, shipping, or receiving issues • Greet customers and provide them with a superior shopping experience• Ensure employee and customer safety by inspecting facility for dangers and correcting any facility issues• Follow records retention policy and maintain filing system• Provide training to new team members• Work with sales floor associates and leadership to solve product, merchandising, and customer ordering issues.• Use computer systems for ongoing training, shipping and receiving product, and ensure customer ordering accuracy• Complete weekly ad set and pricing across the store• Set up and maintain merchandising displays• Complete and reconcile stock counts• Complete assigned projects without direct supervision and within time restraints

Certificate, Office Systems Technolgy

Aas, Drafting Technology

Activities and Societies: Summa Cum Laude