Jun 2021 – Jan 2023 · 1 yr 7 mos

• Led a fully remote, global team consisting of agents, specialists, and leads
• Reduced customer escalations from reaching senior leadership by 50%
• Led a re-organization to a tiered support model, cutting first response times down 75% in less than six months
• Implemented CrossFit’s first self-service knowledge base estimated to resolve 20% of issues before reaching an agent
• Designed, implemented, and documented team onboarding process, allowing for speed-to-productivity in four weeks
• Worked cross-functionally with tech on product reviews and mapped 10+ processes for improvement in first year
• Created employee engagement practices, delivered 360 feedback, and facilitated employee development planning
• Streamlined operational SOPs with focus on organization to scale and repeatable solutions in support
• Built the T1<>T2 Liaison Program to facilitate associate growth and ensure regular reviews of escalation paths
• Change management consultant for migration to CrossFit’s first enterprise tools
• Maintained a CSAT score average of 95%
• Implemented CrossFit’s first customer support stream for DEI related issues

Jun 2017 – Jun 2021 · 4 yrs

• Trained and oversaw ten remote agents who supported global registration and operations of all CrossFit seminars
• Developed, implemented, and documented 20 operational SOPs
• Analyzed customer feedback to communicate product needs to internal stakeholders for product improvement and process development
• Championed 5+ SaaS systems in a remote, global, and fast-paced environment

Aug 2014 – Jun 2017 · 2 yrs 10 mos

• Individual contributor specializing in high volume ticket resolution
• SME in SaaS registration tools
• Responsible for communicating participant data to cross functional teams

Feb 2012 – Aug 2014 · 2 yrs 6 mos

• First new hire to administrative customer support team
• Answered customer inquiries and processed payments

Jan 2018 – Jun 2021 · 3 yrs 5 mos

• Lead trainer at over 100 global CrossFit seminars
• Presented senior level material to groups of 60+ participants from all demographics
• Mentored staff candidates offering feedback and guidance on their coaching craft and community engagement
• Ambassador of the CrossFit methodology and brand

Sep 2013 – Jan 2018 · 4 yrs 4 mos

• Coached small group break outs on fundamental movements
• Demonstrated movement examples for large group lectures
• Brand ambassador

Sep 2010 – Sep 2013 · 3 yrs

• Responsible for delivering an excellent participant experience
• Trained small group break outs as an example of teaching and coaching CrossFit
• Resource for participants pursuing a coaching career
• CrossFit brand ambassador

Jan 2009 – May 2011 · 2 yrs 4 mos

• Lead and implemented customer acquisition and retention programs
• Planned and organized community events and fundraisers
• Onboarded, trained, and managed gym staff
• Implemented new customer on ramp program
• Taught personal and group fitness classes to all demographics

Jan 2008 – May 2010 · 2 yrs 4 mos

• Teach Philosophy 1010: “Critical Thinking” to undergraduates.
• Research assistant to three different professors for whom I assisted on various academic projects and tasks.