Director, Call Center and CRM Operations

• Nov 2021 - Present

Call Center Operations Director

• Aug 2018 - Nov 2021

I was responsible for the performance, quality and cost-effectiveness of NTVB's inbound and outbound contact center operations for TV Weekly, ReMIND and Puzzler. During this time I took on responsibility for several areas of development for NTVB, including payment processing, premium fulfillment, renewal notice development, sales tax, and a gift program.

Subscriber Services Manager

• Jan 2015 - Jul 2018

I was the primary point of contact for NTVB's inbound contact center program, including designing and deploying ongoing training programs and monitoring performance. I oversaw the management of mutal subscriber issues with NTVB's delivery partners, including newspaper distribution teams and the USPS. I also managed the data entry team, communicating major marketing initiatives and implementing training for new and improved processes.

Senior Subscriber Service Specialist

• Aug 2013 - Jan 2015

I was responsible for database integrity management; single subscriber issues generated by several public support tools; call center liaison, escalation and resolution; and newspaper partner contact management, both through automated reporting processes and on an individual basis.I developed and maintained a log of standard operating procedure documentation to be used for training and process management.

Subscriber Services Specialist

• May 2013 - Jul 2013

Data Entry Specialist

• Sep 2012 - Apr 2013