Leading a team of global Microsoft employees responsible for the support and performance of 15 different Global Commercial Support businesses.Driving innovation, challenging norms and collaborating to adapt and develop best practice adoption to provide end to end world-class support experience

Working in the Readiness Culture and People team for the consumer support division of Microsoft – focused on driving impact through a people first approach and building a culture we are all proud to work in. Delivering impact to Work Life Balance Index and Culture MS Poll scores, D&I capabilities as well as focus on general Wellbeing for Microsoft teams and over 9,000 delivery partner advocates. Specializing in the creation and scaling of collaborative communities, from manager support and… Show more Working in the Readiness Culture and People team for the consumer support division of Microsoft – focused on driving impact through a people first approach and building a culture we are all proud to work in. Delivering impact to Work Life Balance Index and Culture MS Poll scores, D&I capabilities as well as focus on general Wellbeing for Microsoft teams and over 9,000 delivery partner advocates. Specializing in the creation and scaling of collaborative communities, from manager support and learning through to building out Think tanks working with execs and senior leaders to cocreate solutions and best practices to deliver world-class customer support experiences. Show less

Responsible for quality and operational performance of Xbox customer support across 19 languages in the EMEA footprint whilst managing and partnering with a strategic delivery partner across their global footprint.

Responsible for the quality of Xbox customer support across Europe, Middle East and Africa

• Responsible for ensuring worldwide Channel Partners are prepared for New Product Launches and enabling them to drive down product returns whilst maintaining excellent customer service, covering Surface, Band, Phone and Xbox launches.• Project managing group wide cost saving or revenue generating projects and initiatives portfolio across worldwide geographies whilst providing visibility on progress and milestones.• Governance model creation and control including reporting analysis of… Show more • Responsible for ensuring worldwide Channel Partners are prepared for New Product Launches and enabling them to drive down product returns whilst maintaining excellent customer service, covering Surface, Band, Phone and Xbox launches.• Project managing group wide cost saving or revenue generating projects and initiatives portfolio across worldwide geographies whilst providing visibility on progress and milestones.• Governance model creation and control including reporting analysis of device return trends and reasons.• Strong B2B experience and understanding• Driving Mobile Operator technical readiness Worldwide, evaluating customer and partner feedback to provide relevant and focused support content and drive product improvements. Show less

• Responsible for platform and quality related technical support escalations, creating business cases to determine technical or commercial resolutions focusing on Microsoft devices such as Surface, Xbox and Windows Phone and other Microsoft services with major Global Mobile Operators and Large Multinational Business customers.• Responsible for launch readiness enablement for Microsoft platforms and devices, embedded apps and product/support launch readiness to support the in-market… Show more • Responsible for platform and quality related technical support escalations, creating business cases to determine technical or commercial resolutions focusing on Microsoft devices such as Surface, Xbox and Windows Phone and other Microsoft services with major Global Mobile Operators and Large Multinational Business customers.• Responsible for launch readiness enablement for Microsoft platforms and devices, embedded apps and product/support launch readiness to support the in-market products end to end. Show less

• Responsible for building relationships with key stakeholders in both OEM and Mobile Operator care organisations worldwide, to become a trusted advisor in support processes.• Responsible for building our in-market partner call center and device returns analytical capabilities which significantly improved the ability to measure, prioritize and mitigate in-market and v-next OS/ platform issues.

• Recognized worldwide as one of the System Center Mobile Device Manager experts, responsible for onsite implementations in major partners worldwide. In addition to successfully presenting at Microsoft training events for employees.• Generated future work opportunities and revenue, attending Pre-Sales negotiations, meetings and other customer focused engagements to provide presales technical expertise.

A select group of European CX executives from the leading games and associated companies that work to collectively improve player experience for the betterment of the games industry across the region.

• Investigated and distributed a company wide Mobile Access project, enabling remote workers to access Email using portable devices such as PDA’s and mobile phones serving over 150 users on a daily basis.• Researched and implemented a replacement Antivirus product to protect over 800 desktops PCs and 50 servers across the group.

• Sourced, evaluated and implemented a suitable Web filtering product for monitoring 750 users in 5 separate offices as well as managing rules as per change requests.• Researched and implemented as well as maintained a successful backup infrastructure to replace a poorly performing backup system, with regular recovery checks.

• Planned and upgraded all client operating systems from Windows 95, Windows 98 and Windows NT4 to Windows 2000 Professional in 5 regional locations accounting for 700 computers.• Set up and maintained a desktop faxing solution used by over 200 users on a daily basis as well as saving money by reducing the amount of faxes send via conventional fax machines.