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Work Background
ParamountSr. Director Customer Experience
Oct. 2018Greater Los Angeles AreaLed a team of 8 customer support professionals and a vendor managing a 24/7 operation for Paramount Streaming, overseeing a $1M budget and a diverse portfolio of products, including global AVOD apps, mobile games, and subscription services (BET+, Noggin, etc.). - Successfully launched and supported BET+ customer service operations, meeting KPIs and improving customer satisfaction.
- Streamlined support processes across all products, aligning resources and standardizing tools for improved operational effectiveness.
- Partnered with Marketing teams to integrate customer support into promotional campaigns, contributing to customer acquisition and retention for Noggin & BET+.
- Onboarded and managed third-party vendors for weekend and holiday support, reducing response time by 5x.
- Engaged with executive stakeholders, product teams, and legal to incorporate customer feedback and ensure alignment on KPIs.
- Spearheaded the development of product requirements for internal customer experience tools, improving service efficiency and customer satisfaction.
NickelodeonDirector of Customer Service
Mar. 2013 - Oct. 2018Burbank, California, United StatesLed a 30 person in-house and remote team supporting customer service for Nickelodeon and Viacom’s Kids and Family Group, including CMT and TVLand. Managed support for mobile games, video streaming services, in-game moderation for children’s brands. - Launched Noggin customer support, serving a new subscription streaming product for preschoolers and delivering successful KPIs.
- Built collaborative relationships with product, marketing, and legal teams to ensure customer feedback directly informed product development and service improvements.
- Partnered with legal team to define and maintain support processes in compliance with kids service regulations.
- Spearheaded customer service for 40+ mobile games across iOS, Android, and Amazon, boosting customer satisfaction, driving revenue growth, and enhancing operational efficiency.
- Led the successful integration of a new CRM system, streamlining response times and elevating customer satisfaction to a consistent 4+ star rating.
Warner Bros. EntertainmentCustomer Service Manager, UltraViolet & Mobile Operations
Oct. 2012 - Mar. 2013BurbankManaged a global 24/7 operation for UltraViolet digital services, mobile apps, and games, leading a team of 25 in-house and remote staff. - Directed the onboarding of customer service tools and created documentation outlining procedures for supported products.
- Regularly collaborated with executive stakeholders and product teams to share customer feedback and align on KPIs.
SSP BlueSafety Manager Consultant
Aug. 2012 - Oct. 2012Santa Monica, CAI helped clients with onboarding by thoroughly analyzing their products, particularly customer support and internal/external processes. Based on my analysis, I suggested changes to improve the client's existing products and procedures to align with industry standards.
UberMediaPolicy Enforcement Consultant
Nov. 2011 - Aug. 2012Pasadena, CADeveloped and maintained the processes and procedures around incoming abuse, copyright, and trademark reports for Chime.in & Rant.in. I also worked closely with the production teams to ensure products launched on the site were compliant.
MySpaceManager, Policy Enforcement
May. 2005 - Jan. 2011Beverly Hills, CADuring my tenure at MySpace, I was responsible for leading various departments within the Customer Service organization. One of the major areas under my supervision was Policy Enforcement, where my team was tasked with managing high-priority safety concerns related to users, such as privacy breaches, child safety, abuse, identity theft, and other potential threats. We collaborated closely with our legal team to ensure that we adhered to all relevant regulations and maintained a secure user environment.
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