Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
Generic

Terrick Ford

Gilbert,AZ

Summary

Former Track and Field All American. Highly competitive & advanced Operations Manager offering over 10 years of experience and proven success in team building. Effective communicator and leader. Highly skilled in streamlining operations and improving operational efficiencies through continuous process improvement and cross-functional collaboration. Accomplished in building high-performing teams and inspiring staff to achieve personal and professional goals.

Overview

11
11
years of professional experience

Work History

Director of Customer Experience

Ampfit.com
09.2024 - Current
  • Led the strategic creation of the customer experience (CX) and support journey, culminating in the implementation of an AI-driven support stack that achieved a 67% reduction in initial live chat and email volume by significantly boosting customer self-service and automated response.
  • Established a data-driven operational playbook by defining key CX metrics and building actionable reports that informed leadership and drove continuous improvement initiatives across the organization.
  • Spearheaded cross-functional optimization efforts to identify and address tooling and process gaps, successfully streamlining workflows and enhancing overall operational efficiency and productivity.
  • Designed and managed a multi-tiered support structure to efficiently address varying levels of customer issue complexity while optimizing resource utilization across teams.
  • Led cross-functional teams to drive product innovation and improve service delivery.

Director of Membership Services

WHOOP
06.2021 - 09.2024
  • Spearheaded innovative leadership by fostering robust, cross-functional collaboration with Sales, Marketing, Product, and Operations to forge aligned strategies that delivered consistently seamless customer experiences.
  • Responsible for a customer success transformation that fueled aggressive business growth, scaling globally into 7 international countries and launching 6 new languages for support, increasing memberships from 350K to over 1.4 million. I successfully built and scaled high-impact teams across Order Management, Onboarding, and Enablement, providing omnichannel support and targeted coaching to empower agents and optimize member retention.
  • My focus on proactive issue mitigation and customer journey optimization led to significant improvements in key revenue metrics, including reducing churn to under 6% and increasing Customer Lifetime Value (CLTV). This work ultimately resulted in exceptional customer and agent satisfaction, with consistent NPS scores over 80, CSAT over 85, and an ENPS score of 91.

Sr. Operations Manager, Customer Experience

Carvana
10.2017 - 06.2021
  • Established and monitored key performance indicators (KPIs), leading initiatives to enhance agent productivity, high quality, and customer satisfaction across the large Pre Sale team ( 80,000- +100,000 inbound calls per month)
  • Collaborated cross-functionally with internal departments such as Market Operations, Training, and Quality and Product to integrate best practices & BPO/Internal operations.
  • Lead strategic business development of customer support/CX operations, contributing to substantial growth and scaling support teams across internal support and Business Process Outsourcing (BPO).
  • Reduced costs, optimized resource allocation, and improved efficiency in managing projects. ( Reductions in Average speed to answer, FCR, and improvement in CSAT from 70- 85 rating)
  • Implemented playbooks and developed operational standards, policies and procedures.

Operations Manager

AZ Girls Athletic Foundation
03.2016 - 08.2016
  • Assume responsibilities for all management, coordination, facilities and execution of the AGAF Recreation Volleyball and Club Volleyball programs
  • Hiring, management and training of all staff members including but not limited to refs, site managers and office staff
  • Create and implement both operational and labor budgets adjustments/changes when needed
  • Manage, create and facilitate all online registration programs through League Athletics
  • Create and assist in the writing of parent, player and volunteer code of conducts and ethics forms
  • Responsible for the placement and scheduling of 430+ girls every 9 weeks
  • Create/prepare detailed annual reports and comparative analysis for the CEO and Board Members showing growth, losses and ROI trends

Drug Unit Officer

Maricopa County
05.2014 - 03.2016
  • Handled over 70 full-cycle caseloads per month, including pre-sentence, pre-trial and client supervision.
  • Adhered to all legal requirements by performing 70 office, home and employment visits per week.
  • Suggested special community service rehabilitation programs to help further support offenders.
  • Built relationships with defendants and offenders, assessing living conditions and case background information.
  • Collaborated with institutional staff, area law enforcement, mental health boards, county attorneys and treatment providers.
  • Served as court liaison by attending court hearings and presenting reports and recommendations.
  • Transported and monitored offenders on probation and parole for compliance with court protocols.

Education

Bachelor of Science - Communications

Portland State University
Portland, OR
06.2012

Skills

  • Operations management
  • Project/Program management
  • Performance management
  • Proficient in Salesforce CRM
  • BPO operations management
  • KPI analysis
  • Voice of the customer
  • Voice of business

Accomplishments

  • Scaled global support operations for hyper-growth technology companies (e.g., WHOOP, Carvana), managing 1.2 million members across 6 countries and 4 international BPO locations. Maintained exceptional customer satisfaction, consistently achieving 80+ NPS and a 4.4 CSAT rating.
  • Drove cost reduction and efficiency through data-driven strategies, including the implementation of A.I. tooling and knowledge base (KB) deflection strategies to streamline support operations.
  • Directed the consolidation of end-to-end operations and built robust, scalable support systems using key technology stacks (Salesforce, Netsuite, QMS/LMS).
  • Led and mentored diverse, high-performing global teams, cultivating a solution-oriented culture and achieving a high agent satisfaction score (+90 ENPS).
  • Utilized data-driven VOC/VOB analysis to influence key business decisions, collaborating cross-functionally with Product, Marketing, and Field Services to improve the customer journey.

Affiliations

  • United States Track and Field member ( Coaching + Athlete)
  • Q Center Volunteer (LGBTQ community) at-risk youth

Timeline

Director of Customer Experience

Ampfit.com
09.2024 - Current

Director of Membership Services

WHOOP
06.2021 - 09.2024

Sr. Operations Manager, Customer Experience

Carvana
10.2017 - 06.2021

Operations Manager

AZ Girls Athletic Foundation
03.2016 - 08.2016

Drug Unit Officer

Maricopa County
05.2014 - 03.2016

Bachelor of Science - Communications

Portland State University

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Terrick Ford