Hiring, training, managing, and developing the customer and technical support teams for HBO when it launched the first-of-its-kind, direct-to-consumer premium cable content app, HBO Now.
Managed and developed instructor-led and self-guided training for agents, leads, supervisors, support teams, and operations managers on company policies, job functions, new developments, campaigns, and process updates
Maintained high awareness and morale by creating and distributing updates, instructions, job aids, employee recognition, and branded content
Consistently improved support quality by assessing customer feedback, uncovering learning opportunities, designing and delivering tailored training, tracking progress, and updating training accordingly
Developed a customized CRM strategy to increase agents’ effectiveness and efficiency while gathering actionable usage data for the client
When HBO launched HBO Now, the first-of-its-kind direct-to-consumer video-on-demand app for a premium cable TV channel, I helped to hire, train, and manage their first customer support team. Not only did HBO change the industry AGAIN, my work with them set me on a path to change how teams learn.