Morgan Graves

• Lead end to end customer experience operations across 12 restaurant brands supporting both franchise and corporate locations nationwide
• Oversee CX strategy and execution for BBQ Holdings brands and Papa Murphy’s acting as the central owner for guest engagement escalations and service standards
• Manage and develop a hybrid customer experience team handling high volume inquiries escalations and sensitive cases across email web social and digital channels
• Serve as the primary escalation point for complex customer issues involving Operations IT Loyalty Marketing Accounting Digital and Franchise Leadership
• Drive Voice of the Customer analysis identifying trends sentiment shifts and root causes to inform operational digital and marketing improvements
• Own and report on CX performance metrics including response time SLAs resolution rate sentiment improvement and customer satisfaction benchmarks
• Lead implementation and optimization of the Momo’s CX platform enabling automation QA tracking real time reporting and improved response consistency
• Oversee gift card and loyalty related operations reducing processing errors fraud exposure and customer friction through improved workflows and vendor coordination
• Develop and maintain SOPs escalation frameworks training documentation and QA standards to ensure scalable consistent service delivery
• Partner cross functionally on promotions menu tests digital ordering updates system migrations and brand initiatives impacting customer experience

• Managed payroll HR operations and compliance for a multi unit hospitality organization
• Led onboarding benefits administration and retention initiatives
• Partnered with leadership on recruiting strategy and employee engagement programs
• Oversaw OSHA compliance workers compensation audits and regulatory reporting

• Drove multi location catering sales consistently exceeding revenue targets
• Negotiated high value contracts and managed large scale events
• Executed promotional tastings and showcases to increase brand awareness
• Built partnerships with local businesses to expand market reach