Ian Riley
Customer Experience Specialist @Hino Trucks
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WORK HISTORY
Customer Experience Specialist @Hino Trucks
Scope: Customer experience, escalation coordination, and cross-functional execution for Hino’s connected vehicle platform.Operated within high-volume ticketing environments throughout tenure, leveraging Zoho Desk and internal case management systems to support dealer and fleet customers nationwide.Lead customer success and support initiatives for Hino’s connected vehicle platform, improving uptime and customer satisfaction across dealer and fleet networks.Manage complex customer cases and escalations through structured case management processes, ensuring timely communication and resolution.Collaborate cross-functionally with Parts, Sales, Service, and Product teams to identify recurring issues and drive customer experience improvements.Support data-driven performance tracking and trend analysis using Power BI and internal dashboards to identify service gaps and reduce churn risk.Support onboarding, training, and process standardization across U.S. and Canadian markets to ensure a consistent customer experience.Develop and maintain SOPs and documentation to streamline workflows and support continuous improvement initiatives.
EDUCATION
Schoolcraft College
Business Administration and Management, General
ABOUT IAN RILEY
I focus on improving customer experiences across complex products and services by helping resolve issues clearly, consistently, and at scale.With over 10 years of experience across customer support, service operations, and connected vehicle environments, I operate at the intersection of customer experience, escalation management, and cross-functional execution. I’ve worked within high-volume, multi-market support organizations, partnering with enterprise customers, dealer networks, and internal teams to manage high-impact issues that affect satisfaction, efficiency, and uptime.In my role at Hino, I’m frequently involved in complex escalations, owning the resolution of critical customer issues and acting as a central point of coordination across engineering, product, service, and operations teams. My work emphasizes clarity, prioritization, accountability, and follow-through to protect customer trust and operational continuity.I also contribute to process improvement by analyzing trends, documenting workflows, and supporting initiatives that improve consistency, efficiency, and customer experience outcomes. My focus is on turning customer challenges into structured action, clearer communication, and better systems.
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