Adrian L. Email & Phone Number

Redmond, Washington, US

• I am the product owner for a set of tools used by thousands of partners for the end to end (registration to payout) commercial sales process for Microsoft Surface & Surface Hub products.
• Collaborate with cross-functional technical and non-technical teams to align vision, product strategy, and solution approach
• Reduced number of systems by merging into existing solutions thus eliminating overhead & creating a single source of truth for previously decentralized data
• Responsible for PI Planning for my area of responsibility using SAFe methodology, customer journey mapping, stakeholder management, communications, defining epics, scenarios and features, backlog refinement and.
• Currently working with busines group, operations teams, and developer crew to create next-gen platform to replace the current toolset with a single, cohesive solution

Redmond, Washington, US

• I managed end-to-end an instance of Dynamics 365 CRM for internal employee support in Microsoft HR Services. The tool contains highly sensitive data subject to various privacy regulations.
• Collected & influenced requirements from my business partners for a custom instance of Dynamics 365
• Designed & implemented solutions with development team in form of custom code and configurations
• Managed User Acceptance Testing (planning, resourcing, coordinating, testing, managing risks, stakeholder readiness, go/no go)
• Owned the support model including managing my own resources & partnering with Service Engineering teams for back-end support
• Owned compliance with local law across the globe including General Data Protection Regulation (GDPR) for EU and Health Insurance Portability and Accountability Act (HIPAA) in the US

Bellevue, Washington, US

• Key member of the business team involved in the entire SDLC life cycle from defining requirements to UAT and go-live activities for an internal HR tool with direct impact on employee payroll and employment data.
• Representing the voice of the business in ongoing requirements gathering and user story development with engineering partners in an agile environment
• Responsible for managing User Acceptance Testing (planning, resourcing, coordinating, testing, managing risks, stakeholder readiness, go/no go) for an internal HR tool suite with 120K+users and multiple upstream and.
• Provided leadership in requirement gathering discussions between IT and Business to achieve consensus and move the project forward
• Gathered requirements from multiple non-technical stakeholders and synthesized into an output used by technical stakeholders
• Organized prioritization with stakeholders and actively reviewed and prioritized 1500+ feature requests and bugs

Bellevue, Washington, US

• This is was a new domain area for me which in the end proved that solid process methodologies & risk management techniques hold true regardless of the domain. I have learned about HR and Finance processes and risk and.
• Contributed to defining business requirements for all major HR Processes as part of an HR Transformation effort aimed at improving both processes and tools
• Contributed to improvement of international payroll processes for 100+ countries as well as provide input for overall payroll strategy from a process perspective
• Created monthly payroll review and manage-by-scorecard process for 26 countries and presented to leadership level resulting in double digit reduction of process errors
• Contributed to HR Operations CRM system revamp process with data analysis, process insights and future governance strategy
• Inventoried HR Operations processes in Europe, Asia and Latin America and created process maps

Redmond, Washington, US

• This is one of my most versatile roles. I had the opportunity be a program manager, a tool PM and an ambassador for my organization all at the same time. Customer Satisfaction PM:
• Created strategies for improving customer satisfaction, presented to business leaders and obtained leadership buy-in and support
• Designed and implemented transaction monitoring processes for business group support models for all Microsoft consumer products, Office 365, Bing Developer Support and more resulting in single to double digit Customer.
• Performed root cause analysis with business leads and drove teams to analyze their business and identify statistically significant key behaviors associated with high quality support by using Six Sigma and Lean.
• Evangelized the value created by a strong Agent Monitoring Framework and guided and influenced teams and their leaders to take action based on quantifiable business resultsTool PM:
• Managed line of business tool launch project for 7000+ users, including testing and document for multiple Microsoft consumer and commercial support organizations including Windows, Office, Commercial Technical Support.

Redmond, Washington, US

• Quality Lead:
• Led quality team of two responsible for driving improvement in transaction monitoring processes and customer satisfaction for support program of 20+ consumer products
• Analyzed and assessed business performance data to identify trends, key areas of improvement and impact relative to cost.
• Created vendor site launch plans in partnership with service readiness teams to ensure timely launch of training and other agent quality programs for 10+ international support center totalling 7000+ support agents
• Performed onsite investigative and SOW vendor audits in Canada, EMEA and Central America in support of vendor development of continuous improvement programs that resulted in double digit customer satisfaction increases.
• Led development / test team of three in creating medium line of business application (12,000+ lines of code).

Redmond, Washington, US

• Managed transaction monitoring revision project from scope through release.
• Designed and implemented ASP/SQL calibration tool that improved the calibration process efficiency and accuracy. Estimated cost savings from reducing manual work: $20,000
• Implemented calibration processes for 10+ international call centers as part of an ANOVA Gauge R&R Process to ensure accuracy of the agent measurement system.

• Initiated and developed support agent quality programs
• Developed calibration standards for global customer support teams
• Led Transaction Monitoring calibrations sessions with vendors in all regions to strengthen process adherence and increase commitment to Microsoft best practices

Atlanta, Georgia, US

• Performed multiple call center functions including quality assurance, internal help desk, external customer support and training delivery.
• Developed small internal tools that improved customer support workflows resulting in hundreds of hours of work saved across the company.
• Core team member when creating agent monitoring program which contributed to the company winning the JD Powers award for customer satisfaction two years in a row.