Director of Customer Experience

Project Title: Scaled CX Operations: 30% Faster Resolutions & Automated Workflows

Role: Director of Customer Experience

Company: Comrad

Timeline: May 2017 – Feb 2025

Services: Operations Strategy, Shopify Optimization, Customer Support Architecture

Tools: Shopify, Kustomer, Asana, Google Analytics The Challenge Comrad was experiencing rapid growth, but our operational infrastructure hadn't caught up. We faced rising support ticket volumes, decentralized knowledge, and reactive "firefighting" workflows. We needed a system that could scale with sales volume without requiring a linear increase in headcount.

The Solution

I executed a comprehensive operational overhaul focused on three key pillars:

Knowledge Architecture & SOPs I built a centralized internal Knowledge Base to serve as the "Single Source of Truth." This standardized agent responses and drastically reduced training ramp-up time for new hires.

Data-Driven Feedback Loops I implemented a monthly reporting cadence to track customer interaction trends. By analyzing this data, we identified 3 major friction points in the customer journey and resolved them upstream—preventing thousands of future tickets.

Shopify Ecosystem Management I took ownership of the technical side of product launches, ensuring accurate SKU management and inventory data flow from development to live site. This minimized operational risk during high-traffic drops.

The Results

30% Faster Resolutions: Average Resolution Time (ART) dropped significantly due to the new Knowledge Base and workflows.

Strategic Fixes: Identified and resolved 3 critical customer pain points using the new data feedback loop.

Scalable Systems: Established a repeatable "Product Launch Playbook" that minimized operational risk during sales events.