In this role, I steer customer service policy, procedures, and processes with an eye on stellar customer experience. I recruit and lead a team of dedicated customer service representatives trained across multiple brands, provide ongoing training and team building, and collaborate actively with the Marketing, Product Development, and Communications teams to strategically recruit and retain subscription customers.

I joined Sandviks (now Hooked and Company) in 2018, home of Hooked on Phonics and Early Moments. Soon after my arrival, I was directly involved with the selection of a new Customer Management platform, Zendesk, to build the first-ever in-house customer service team from the ground up; allowing representatives to cover customer inquiries via email, chat, phone, SMS and social media channels. This key change to a more captive rep force and streamlined platform has saved the company more than 15% per year, and a pronounced improvement in the quality of service delivered. I also provide training and continuing education for representatives, and day-to-day support for customer escalation issues.