Evelyn Rodill
Santa Paula,CA
Summary
I’m a customer-focused, solution-oriented professional with over 10 years of both customer support and retail management. Whether I’m helping a customer navigate a complex billing issue or leading a team through a busy retail season, I bring patience, clarity, and a genuine desire to help. At SimplePractice, I’ve supported 5,000+ customer requests and consistently resolved complex issues with a 90% customer satisfaction rate. Before transitioning into tech, in my retail leadership roles I trained and managed a team of over 70 associates while building clienteling programs, and partnering with marketing to drive brand engagement. I’m proud of being someone who embraces ambiguity, enjoys cultivating customer relationships, and champions cross-functional collaboration across departments to resolve customer inquiries.
Overview
15
15
years of professional experience
Work History
Product Specialist - Group Practices
SimplePractice
07.2023 - Current
- Serve as subject matter expert on group practices, delivering personalized walkthroughs of platform features and workflows to deepen customer knowledge and promote retention.
- With a 90% CSAT score, I'm consistently praised for maintaining composure in high-pressure customer calls and using de-escalation techniques to resolve conflicts in a timely manner.
- Consistently achieve first-touch resolution rates 10% higher than team average by delivering concise and well-documented email support on complex topics including billing, reminders, team member permissions, payroll, and workflow training.
- Take initiative in cross-functional collaboration with Technical Specialists to investigate and surface platform bugs, compiling detailed cases with supporting data; insights have led to platform-wide improvements in customer workflows and product reliability.
Customer Service Support Specialist
SimplePractice
01.2022 - 07.2023
- Served as the first point of contact for customer support, quickly resolving inquiries via phone and email related to account setup, telehealth video calls, login issues, and platform features - all while maintaining HIPAA compliance standard and security protocols.
- Proactively self-taught new platform feathers and workflows to better support customers and was frequently praised for my strong work ethic, adaptability, and high-volume request handling.
Assistant Store Manager
Parachute Home
01.2019 - 01.2021
- Developed and implemented a customer relationship management program-originally for a single store-which was adopted company-wide; collaborated with the CFO and engineering team to integrate clienteling software with POS systems, centralizing purchase history, preferences, and communication logs.
- Hired, trained, and led a high-performing team of 8 focused on delivering elevated, inclusive customer experiences; fostered brand ambassadorship that strengthened community ties and significantly increased repeat visits.
- Launched local artist partnerships and in-store events to transform the retail space into a community hub, boosting brand engagement and store traffic; led several campaigns that were scaled nationally due to their success.
- Managed and grew the store's Instagram presence, directly increasing foot traffic and customer engagement; helped drive $1M in first-year revenue (exceeding projections by 43%) and tripled sales in year two.
Department Manager
Anthropologie
01.2016 - 01.2019
- Managed hiring, onboarding and scheduling for a large team of 75-90 employees. I embodied as a cultural ambassador that fostered a positive, collaborative work environment that resulted in 5 management promotions during tenure and high employee retention.
- Regularly analyzed sales metrics and reporting to adjust merchandise layouts that directly increased sales week over week. I shared these insights with my team and encouraged them to make on-the-spot decisions to support sales trends.
Assistant Store Manager
Splendid
01.2015 - 01.2016
- Revamped clienteling practices and cultivated morale-boosting training to support team growth.
- Partnered with corporate and social media teams to create merchandise layouts within the flagship store and coordinate quarterly events.
Operations Manager
01.2011 - 01.2014
- Oversaw a team of over 65 employees and led recruitment, onboarding, and performance development initiatives.
- Used store KPIs and performance data to design team onboarding training sessions that focused on real challenges we faced yet celebrated wins that kept us motivated.
- Developed strong relationships with team members as well as customers using feedback and insights to create events that drove community engagement.
Education
Associate of Arts - Visual Communication
Fashion Institute of Design & Merchandising
Los Angeles, CA06-2011
Skills
- Customer Onboarding Relationship Management Product Demonstrations Troubleshooting Cross-Functional Collaboration Workflow Optimization Client Retention Feature Adoption Team Leadership CRM & Ticketing Systems
Timeline
Product Specialist - Group Practices
SimplePractice
07.2023 - Current
Customer Service Support Specialist
SimplePractice
01.2022 - 07.2023
Assistant Store Manager
Parachute Home
01.2019 - 01.2021
Department Manager
Anthropologie
01.2016 - 01.2019
Assistant Store Manager
Splendid
01.2015 - 01.2016
Operations Manager
01.2011 - 01.2014
Associate of Arts - Visual Communication
Fashion Institute of Design & Merchandising