The Walt Disney Company

Lead the Customer Service and Fan Support functions for all streaming, editorial, fantasy gaming and betting/sportsbook branded platforms by providing world class domestic and international customer service programs. Own and manage all BPO relationships and contact channels for live care triage around the clock, providing support for products within the Domestic USA, South America, Europe, Australia and New Zealand. Direct all CRM and WFM budgets supporting customer care seats as well as all AI support and self-service channels.

Head of Customer Care and Fan Support: ESPN, ESPN BET and ESPN+

ESPN

Charged with directing customer service policy, performance standards and real-time reporting of all fan community contact with ESPN, with a focus on online, DTC and mobile revenue-driving customer “touch-points” (web, phone, mobile text, chat, email, social and self-service pages). 

•       Increase customer engagement for ESPN fans by simplifying both mobile and online processes for making purchases and asking questions as well as driving mobile e-commerce by not only supporting mobile purchases, but encouraging engagement through live tune-in triage and customer care.
•      Act as a strategic partner to affiliate and media sales team leaders, designing logical support tools to benefit revenue partnerships and increase consumer adoption of ESPN products and services.
•      Oversee domestic and international contact centers supporting ESPN and Disney products, including streaming services, mobile apps, fantasy sports and pay-per-view subscription content generating millions in revenue year-over-year.  
•	 Manage all policy, forecasting, budgeting, management/corporate reporting, accounts payable, and P&L for ESPN Customer Operations. 
•       Manage the design, development and delivery of all training for customer support processes, help desk software, knowledge base efficiencies, case management, and trouble ticket escalations.
•	Lead the ESPN fan-support social media outreach providing real-time customer care and live analysis of the “online buzz” around the ESPN brand, its products and its competitors.

Senior Director of Fan Support & Customer Care Operations

Responsible for leading a world class customer support business unit that balances the goals of customer experience, agent engagement, and process adherence. Craft and execute an exceptional customer experience to drive growing value for both our customers (fans) and our business.

Director of Customer Care

Associate Director - Training Operations and Systems for Customer Service

Senior Manager - Training Operations for Customer Service

My success as a customer service leader for The Walt Disney Company and ESPN is based on a powerful skillset developed through attention to detail and my commitment to people and teamwork. I have a strong track record of building robust high-performance teams, setting successful strategy, creating effective tactical plans and managing their implementation.  This execution grows the user/subscriber base and protects the brand.  

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