Business owner for multi-channel capabilities (telephony, chat, email, call/screen recording, knowledge base), Sword Ciboodle CRM system and Customer self-service sites for print and digital product consumers. Maintained operation model capabilities and administration of the Global Customer Service Contact Center infrastructures. Collaborated with management and across organization on key activities including planning, prioritizing, implementation support, issue resolution and identifying opportunities that improved customer experience, reduced expense, and increased revenue through these channels.

Responsible for Customer Self-Service website and Customer Service CRM management and administration. For both prioritized and provided requirements for new functionality and enhancements/fixes, delivered on user experience, provided quality assurance, conducted user acceptance testing, and approval for production builds. Customized case management within CRM tool to efficiently follow up on escalated customer contacts. Launched the Customer Service Chat channel on Customer Self Service site and on Dow Jones digital products/pages. Managed and supported the Customer Service email and chat channels for customer interactions. For these channels provided requirements, setup and tested admin configuration, and created escalation processes, and troubleshot issues. Performed quality assurance, provided coaching and feedback on email responses to outsourced partner that responded to our customer emails. Managed and participated in projects critical to the company to drive improved Customer Experience.

Managed a 2nd Level Online Technical/Escalation team of eight and provided direction to supervisors of 1st Level outsourced partner, supporting customers that subscribe to WSJ.com, Barrons.com, and Market Watch. Developed relationship with commerce and development IT teams and escalated details of technical issues affecting customers to achieve resolution and continue to improve customer experience with our products.

Collaborated with the Marketing team to operationalize customer marketing offers in the Customer Service department to ensure an exceptional customer experience. Communicated upcoming marketing offers to Customer Service and the eligibility criteria and business processes for the offers.

Advanced through progressive supervisory and management positions, leading to full accountability for U.S. contact center. Directed a group of 6 team leaders and 120 indirect reports; and oversaw support activities across multiple countries/continents. Recruited and trained staff, assisted in budget development, and provided recommendations and feedback to the Business Improvement Manager.