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.
