Theresa Carlson serves as the Director of Customer Support Operations at The Associated Press, where she leverages her extensive experience in the media production industry to enhance customer engagement and operational efficiency. With a strong foundation in Computer Technology from DeVry Institute of Technology, Theresa...
Theresa Carlson serves as the Director of Customer Support Operations at The Associated Press, where she leverages her extensive experience in the media production industry to enhance customer engagement and operational efficiency. With a strong foundation in Computer Technology from DeVry Institute of Technology, Theresa has honed her skills in Customer Relationship Management (CRM) and IT Service Management, which are pivotal in her current role.
One of her key achievements includes the successful implementation of a new customer website that empowers clients to manage their profiles, create support cases, and access a wealth of self-service resources. This initiative not only streamlined customer interactions but also significantly improved user satisfaction by providing immediate access to essential support tools. Additionally, Theresa spearheaded the integration of innovative support solutions, including Chat and Mobile messaging via WhatsApp, which have transformed the way customers communicate with the AP support team.
Theresa's commitment to fostering a collaborative environment is evident in her creation of an internal support website tailored for AP staffers. This resource centralizes information and tools, enhancing cross-functional initiatives and enabling team members to provide superior customer service. Her expertise in project management and requirements analysis ensures that all initiatives align with the strategic goals of the organization.
With a proven track record in digital media and a passion for leadership, Theresa Carlson continues to drive transformative changes within The Associated Press, ensuring that customer support operations not only meet but exceed the evolving needs of clients in a fast-paced media landscape.
