Viviana Croll
About Viviana Croll
Viviana Croll is a Customer Service Operations Manager at fuboTV, where she has worked since 2019. She previously held roles as Customer Care Lead and Customer Care Representative, contributing to the establishment of key departments and achieving notable success rates in chargeback management.
Current Role at fuboTV
Viviana Croll serves as the Customer Service Operations Manager at fuboTV, a position she has held since 2019. In this role, she manages a diverse team of 40 direct reports across various specialized lines of business. Her responsibilities include overseeing Tier 2 Technical Support and an overseas Customer Care Team based in France. Croll's leadership focuses on enhancing customer service operations and ensuring alignment with the company's objectives.
Previous Experience at fuboTV
Before her current role, Viviana Croll worked at fuboTV in several capacities. She began as a Customer Care Representative from 2015 to 2016, where she gained foundational experience in customer service. She then advanced to the position of Customer Care Lead from 2016 to 2019. During this time, she supported the launch of four Business Process Outsourcing (BPO) operations and trained leadership teams to align with fuboTV's vision.
Education and Expertise
Viviana Croll earned her Bachelor's degree in International Business and Trade from Universidad Santo Tomás Colombia, completing her studies from 2009 to 2014. This educational background provides her with a solid foundation in business principles and international trade, which she applies in her current role in customer service operations.
Achievements in Customer Service
Throughout her career at fuboTV, Viviana Croll has achieved notable success in customer service operations. She established the Disputes and Fraud department, which attained a 95% success rate on AMEX Chargebacks. Additionally, she developed effective processes and templates for addressing fraud claims, resulting in a 65% success rate with Visa chargebacks. Croll's efforts have fostered a culture of continuous improvement and professional development, leading to the highest-performing teams for four consecutive years.