Andrea Barajas Email & Phone Number

Kirkland, Wa, Us

Redmond, Washington, United States

- Product SMEs and product/program policy experts for: Consumer and Commercial hardware (Surface, Xbox) Xbox Game Pass, and Protection Plans- Reviews customer provided AI utterance data from to identify opportunities & recommendations​- Consolidates customer and advocate AI utterance data and feedback from regional sources- Acts as a product subject matter expert, coaching and mentoring sales coaches, team leads, and regional partner technical advisors- Reviews & provides subject matter expert input on new and changing support engineer content- Translates new product L&D and marketing content requirements to be easily consumable by customer facing support engineers​- Create and run "Train the Trainer" or "Coach the Coaches" sessions for trainers & coaches​ managing support engineer teams- Join Support engineer round table sessions to gather and action feedback from the front lines- Support customer journey calibrations with product expertise

Sammamish, Wa

- Sales Strategy lead for Microsoft Store Support- Monitoring and evaluating performance- Supporting readiness- Evaluating driver improvement- Optimizing curriculum- Performing technical mentoring- Driving implementation of improvement initiatives- Collaborating on cross-team and cross-product technical issues- Ensuring progression of cases to solve technical issues- Acting as a case escalation point- Improving current processes- Serving as an early warning system- Improving processes and workflows- Proposing revisions to process and policy KBs- Evangelizing product and process improvements.

Buffalo/Niagara, New York Area

- Drive results through a team of Service Advisors, who help our customers achieve more.- Deliver consistent and constructive feed-forward as well as recognition to develop talent among the store team.- Timely delivery of Connect Meetings to mentees to work on their contribution to the store team as well as career development.- Use analytics to make informed decisions, and changes to the business to deliver results.- Lead the sales floor team, and deliver on the spot coachings as well as follow up to maximize revenue and bolster the customer experience.- Positivley impact company and store culture by modeling Microsofts values and contributing to a positive work health.- Follow up with customer interactions to not only enhance the Microsoft culture of customer obsession, but to develop and coach associates to create customer experiences beyond expectations.

London, United Kingdom

As a Role Mentor to the London Flagship Microsoft Store management team I :- Created lesson plans and learning content to facilitate mastery in role knowledge- Dealt with complex scheduling and timing issues while being adaptable- Coached and mentored the ASM team and other store associates in the days before and after the grand opening of the store- Helped to guide and solve complex business challenges, while being sure to allow the ASM team the space to form their own culture and ideas.

Buffalo/Niagara, New York Area

Tigard, Or

Technical support / Customer service representative.