Camp Murphy

Orchestrated procurement, integration, and tooling of key SaaS service support platforms (Jira, ZenDesk, ServiceBench, Service Cloud), significantly elevating support capacity to enable 90K+ annual service transactions and improving time to completion by 66%.

Designed AI-guided Salesforce Service Cloud workflows for frontline teams, improving complex technical troubleshooting speed and reducing agent training time by 25%.

Boosted Customer Satisfaction (CSAT) by 15% by leveraging customer feedback and operational metrics to identify pain points, driving impactful improvements across cross-functional workflows.

Ensured regulatory compliance and consumer protection by executing a large-scale CPSC-mandated treadmill retrofit impacting over 18K units, demonstrating end-to-end leadership of a business-critical CX and safety program.

Optimized the CX tech stack and ticketing systems (Jira, Salesforce, ZenDesk) to streamline frontline team efficiency and productivity, automating workflows and managing complex system integrations.

Expanded service reach and efficiency by onboarding six new external business partners, establishing robust system synchronization and SLA governance.

Supported a large team of over 475 managers, analysts, support specialists, agents, and field technicians, facilitating execution of new service processes and establishing feedback loops for iterative enhancements.

Communicated company performance by designing and implementing comprehensive dashboards and ad-hoc reports, translating complex business trends to support strategic planning.

Designed and introduced a company-wide performance dashboard, linking key business metrics (athlete success, profitability, workforce engagement) directly to strategic corporate initiatives and service delivery outcomes.

Amplified financial clarity and strategic foresight by restructuring P&L statements and reporting, leveraging data analysis to validate service product strategy and optimize decision-making.

Advanced technological integration by leading the procurement, customization, and deployment of Mindbody, a key SaaS service platform, streamlining operational processes and improving data quality.

Developed and implemented an athlete retention strategy that reduced athlete churn by 20% by empowering frontline coaches to enhance relationship building and improve the customer lifecycle.

Standardized operational governance and compliance by instituting a structured document management system for SOPs, significantly enhancing operational execution.

Streamlined and optimized pricing for service product offerings across seven revenue streams, aligning strategic objectives with operational feasibility and business outcomes.

Enhanced frontline management capabilities by mentoring high-potential professionals, strengthening the talent pipeline for improved in-store operational execution.

Designed and launched a comprehensive Assistant Manager training program, significantly enhancing workforce development and frontline enablement across the district.

Transformed financial accountability and performance monitoring by implementing structured monthly reviews and refining performance analysis processes, driving improved operational execution and key business metrics.

Pioneered a structured financial and performance training framework for entry-level managers, elevating operational and frontline capability and leading to company-wide adoption.