Experience

Hooked & Company

• United States
• E-Learning Providers
• 1 - 100 Employee

• Director of Customer Service

  • Jun 2022 - Present

  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.

• Subscriber Experience Manager

  • Feb 2018 - Jun 2022

  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 Sandviks 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. Show less


PepsiCo
• United States
• Food and Beverage Services
• 700 & Above Employee
• Consumer Relations Associate - Digital Communications Team

  • Dec 2008 - Dec 2017

IT Recruiting Solutions
• Russian Federation
• IT Services and IT Consulting
• Senior Recruiter

  • Nov 2005 - Dec 2008

Bristol Technology
• Software Development
• 1 - 100 Employee
• Lead Generation Specialist

  • Jan 2004 - Apr 2005

UBS
• Switzerland
• Financial Services
• 700 & Above Employee
• Operations Analyst

  • 2000 - 2005

AllianceBernstein
• United States
• Investment Management
• 700 & Above Employee
• Futures/Corporate Actions Analyst

  • 1998 - 2000