Andrew Pate

Results-driven leader with 12+ years of experience uniting superior customer service and operational excellence. Skilled at empowering teams, effectively facilitating programs, and delivering exceptional customer and team experiences. Known for balancing strategic vision with hands-on execution to drive sustainable business performance.

Experiences Operations Supervisor / Regional Programs Coordinator / Outdoor Guide - REI Adventures - Scottsdale, AZ

(2019-11 - 2025-01)

Directed regional operations, sales programs, and customer experience delivery for REI's adventure programs. Oversaw logistics, compliance, scheduling, and point-contact reservation services to ensure safe, seamless, and meaningful experiences for guests.

• Operated as the point-contact for all customer inquiries and support, including email, phone, and chat platform communications, reservation management and pre-trip support, and back-end client account management.
• Created and implemented new program offerings that maximized resource utilization and increased profitability.
• Acted as customer liaison, resolving issues with creative solutions that boosted guest satisfaction and repeat business.
• Reduced maintenance delays by overhauling tracking systems and eliminating bottlenecks.
• Developed on-boarding and training programs that accelerated ramp-up time and improved consistency across staff.
• Collaborated on fleet budgeting and tour logistics, cutting overhead costs while improving vehicle availability.
• Promoted to General Manager; acted as point contact for multi-channel customer communication, HR services, community outreach, and facility maintenance.
• Led an initiative to overhaul staffing structures and facilitated the hiring and on-boarding of new employees accordingly, leading to increased team efficiency, employee workplace satisfaction, and customer experience.
• Operated as the point contact for employee and customer conflict resolution, developing a reputation for professional and measured mediation.
• Designed and delivered staff training, ensuring consistency in service and safety standards.
• Enhanced overall revenue and customer satisfaction through operational improvements and community engagement.

General Manager / Manager - AZ on the Rocks - Scottsdale, AZ

(2019-05 - 2022-09)

Oversaw daily climbing gym operations including customer service initiatives, staff management, inventory, and risk management. Implemented policies that improved revenue, safety, and workplace quality.

• Promoted to General Manager; acted as point contact for multi-channel customer communication, HR services, community outreach, and facility maintenance.
• Led an initiative to overhaul staffing structures and facilitated the hiring and on-boarding of new employees accordingly, leading to increased team efficiency, employee workplace satisfaction, and customer experience.
• Operated as the point contact for employee and customer conflict resolution, developing a reputation for professional and measured mediation.
• Designed and delivered staff training, ensuring consistency in service and safety standards.
• Enhanced overall revenue and customer satisfaction through operational improvements and community engagement.

Master of Science - Outdoor Education - University of Edinburgh

Bachelor of Science - Kinesiology - Louisiana State University