Client Experience & Operations Leader

Aaron P. Riley

Fuquay Varina, NC ***** 919-***-****

***********@*****.*** www.linkedin.com/in/aaron-riley-381348158 Highly motivated with a passion for delivering exceptional customer experiences, building high-performing teams and implementing innovative solutions. Exceeding customer expectations through proactive problem-solving and building strong relationships with customers external and internal. Process exceptional communication and interpersonal skills. PROFESSIONAL EXPERIENCE

Siemens Healthineers

InVivo Customer Care Advocate May 2025 – April 2026 Liaison between healthcare providers and technical teams, ensuring medical equipment (MRI, CT, PET, and angiography) remains functional. Managing the end-to-end customer experience for maintenance and repairs for high level customers in the NYC area.

• Service Request Management - Accurately logging, prioritizing, and managing service or application calls from Hospitals and Medical Facilities throughout Long Island and New York City in SAP. Handled 30+ new service requests per day. Delivered top tier results in performance metrics (KPI’s).

• Customer Communication – main point of contact, managing expectations during high-priority situation with multiple customer touch points thru out cycle of ticket.

• Logistics & Scheduling – Coordinating spare parts orders and scheduling Field Service Engineers (25-30) for on-site visits. Updating Field Service Engineers Calendars with PTO, training, company vehicle service time. Notifying Customers of FSE scheduled visit or changes to schedules.

• Contract/Warranty Verification – Monitor service agreements to ensure service is within scope of contract. Ensuring Preventive Maintenance is scheduled within regulatory status and not out of compliance.

• Proactive Support – Utilizing digital tools to monitor ticket health and resolving potential bottlenecks. Coordinates with cross-functional teams.

• Peer trainer, mentor, and subject matter resource for new employees and contractors, delivering hands-on instruction in dispatch operations, system documentation, and customer engagement standards. InVivo Regional Operations Coordinator Jan 2024 – May 2025 Manages service scheduling, parts ordering and customer communication to ensure high-quality, efficient service operations. Notifying Regional Service Managers with escalations of customer and scheduling issues for guidance, monitor compliance.

Started as a floater over 11 service areas (PA, NJ, NY, NWC, VT, RI, ME, MA, NH) – promoted to focus on Long Island and NYC market.

InVitro Customer Care Coordinator – Contractor thru Compunnel Staffing Aug 2022 – Jan 2024

• Entry level contracted position

• Customer support – primary point of contact for customer inquiries equipment

• Documentation & reporting – log service calls, update technical documentation and accurate service reporting.

• Approve non-contract service requests from customers before service can be ordered. Angi Ads Senior Business Consultant Oct 2021 – March 2022

• Prospect perspective small and medium size business in United States through cold calling. Identify and address each businesses needs, problems and present Angi Ads as solution.

• Top of team for calls, perform 100+ calls a day, sold accounts ranging from 3.6k to 22.5k a year. Voted Leader of Week by piers.

Brio Energy Sales/Office Manager March 2018 – Jan 2020

• Prospect, educate, qualify and develop key accounts to qualify leads.

• Structured, managed, and implemented first satellite office in the Raleigh NC area. Trained, motivated, support sales staff reach daily and long-term goals.

• Met and exceeded company nationwide KPI’s. Consistently fell within top 3 highest ranked offices each month for sales/leads nationwide.

Credico Sales Manager Nov 2010 – Sept 2016

Canadian Partner Inc. Montreal, QC (opened new market) March 2013–Sept 2016 F & D Group, Hoboken, NJ Nov2010 –March 2013

• Assisted in the expansion to three new markets (Montreal, - Halifax, N.S and Toronto, ON). Recruited, hired, and trained personnel for new markets. Developed and designed new training manuals, held workshops in French and English for sales staff.

• Interface with clients to increase revenue and sales. Manage staff-training-recruiting-set sales goals and holding staff to KPI’s. Process payroll for staff.

EDUCATION

Brooklyn College, New York, NY Major: Music Performance – Classical Guitar 2005-2008 Onondaga Community College, Syracuse, NY Associate in Applied Science A.A.S. 2003-2005 SKILLS

Microsoft Office, CAD, SAP, CRM, Internet Based Phone System, Strong Communication Skills (verbal and written), Multi- tasking in Fast-Paced Environment, Organizational Proficiency, Positive Service-Oriented Attitude, Empathy, Active Listening, Patience, Adaptability, Problem Solving, Attention to Detail, Team Work, Product Knowledge, Tech Literacy, Time Management, Coaching & Mentoring, Leadership & Motivation, Strategic Thinking & Planning, Relationship Building, Performance Management, Recruiting & Hiring.

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