Annabel F.

Experience

• 

  Next Shore Advisors

  Founder & Principal Consultant

  Jan 2025 - Present

  Next Shore Advisors is a boutique consulting firm specializing in customer service transformation and digital support strategy. The company partners with enterprises across industries to design and implement AI-powered solutions that streamline operations, enhance scalability, and improve customer experiences. With expertise spanning omnichannel support, workforce optimization, and organizational redesign, Next Shore Advisors helps businesses modernize their service models while balancing efficiency with a human touch. Its tailored approach positions it as a trusted advisor for organizations navigating the next era of customer support.

  • Redesigned contact channel strategy for a major public university, implementing intelligent routing and expanding chat support to achieve 35% phone volume reduction, 20% faster response times, and optimized student experience during peak enrollment.
  • Led CRM platform migration and generative AI integration for national delivery service, deploying automated case summarization and intent detection to reduce handle time 25%, cut operating costs by 15%, and accelerate agent onboarding by 40%.
  • Optimized workforce strategy for global hospitality brand post-AI implementation, rebalancing staffing models to achieve 30% cost reduction, 10-point CSAT improvement, and strategic redeployment of top agents to complex guest interactions.
• 

  Paramount Global

  Vice President, Customer Care

  Jan 2024 - Nov 2024

  Paramount Global is a major media and entertainment company that operates well-known television networks, including CBS, MTV, Nickelodeon, Comedy Central, and BET, alongside Paramount Pictures film studio. The company reaches audiences worldwide through its diverse portfolio of brands across broadcast, cable, and digital platforms, with a particular focus on its growing Paramount+ streaming service, which competes with major players like Netflix and Disney+. Paramount Global produces a wide range of content from blockbuster films to popular TV series, serving as one of the Fortune 500 entertainment companies with operations spanning multiple countries and generating over $30 billion in annual revenue.

  • Drove comprehensive customer support strategy for 20+ premium brands, including Paramount+, managing $25M in operational resources while leading 600+ agents and 17 internal staff across multiple geographic regions.
  • Reversed $1M+ forecasted overages to achieve $250K under budget within eight months, despite the department's two-year track record of 20% budget overruns.
  • Delivered 50% reduction in training costs by establishing data-driven workforce forecasting processes in partnership with the Business Intelligence team, eliminating excess new hire training cycles and improving resource allocation.
  • Restructured omnichannel support operations, reducing phone ASA by 80%, increasing CSAT by 18%, and improving social media response time from 24+ hours to under 30 minutes.
  • Deployed comprehensive AI solutions, improving Einstein chatbot intent matching by 400% and automating workflows with generative AI, achieving 8% reduction in live agent demand and 25% less after-call work.
• 

  Showtime Networks Inc.

  Vice President, Customer Care

  Aug 2018 - Jan 2024

  Showtime Networks is a premium television network known for critically acclaimed original series, documentaries, sports programming, and blockbuster movies. The network has produced award-winning content, including series like "Homeland," "Billions," and "The Chi," establishing itself as a leading premium entertainment brand. In 2023, Showtime was integrated with Paramount+ as part of Paramount Global's streaming strategy, combining Showtime's premium content with Paramount+'s broader entertainment offerings. This integration allows Showtime's high-quality programming to reach audiences through both traditional cable and the growing streaming platform.

  • Oversaw integrated customer care and outbound marketing operations for Showtime brands, directing a $9M budget, a 500+ agent workforce, and a 7-member team across multiple markets.
  • Led cross-functional team through corporate restructuring, maintaining seamless customer care and B2B partner services while achieving 100% staff retention over eight years amid escalating demands.
  • Launched an AI-powered chatbot leveraging machine learning and NLP technologies, achieving 30% support cost reduction and decreasing live agent dependency by 35%.
  • Executed complete transformation of SHOWTIME Customer Care, dissolving standalone operations and rebuilding support within Paramount+ systems while maintaining service continuity.
  • Spearheaded cross-functional partnership with Product and Operations teams to implement collaboration-based support model, reducing Average Resolution Time by 24% and boosting First Contact Resolution.