NickelodeonDirector of Customer Service
Feb. 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.