• Act as a crucial link between Microsoft and key stakeholders from the Delivery Partner (DP) channel, ensuring world-class customer service delivery.• Regularly review Key Performance Indicators (KPIs) to assess DP health, monitor queue volumes, and conduct case reviews, including aged, idle, escalated, and CSAT risk cases.• Collaborate with the DP quality team to analyze low-score cases and participate in weekly and monthly business review meetings.• Proactively seek opportunities… Show more • Act as a crucial link between Microsoft and key stakeholders from the Delivery Partner (DP) channel, ensuring world-class customer service delivery.• Regularly review Key Performance Indicators (KPIs) to assess DP health, monitor queue volumes, and conduct case reviews, including aged, idle, escalated, and CSAT risk cases.• Collaborate with the DP quality team to analyze low-score cases and participate in weekly and monthly business review meetings.• Proactively seek opportunities to implement projects or initiatives and collaborate with existing projects to improve processes and outcomes.• Ensure Support Engineers (SEs) have the required tools, knowledge, and insights to support customers in a timely manner.• Drive escalations to ensure they receive the necessary help to de-escalate situations and share findings to improve areas after analyzing KPIs.• Assist in support challenges based on previous findings and share ideas for improvement identified within the DP to help overcome challenges and expand on success.• Share ideas for improvement and engage in learning paths to become a subject matter expert, mentor, or technical advisor. Show less

• Lead EAP and TAP support for upcoming devices• Beta test new tools and provide improvement suggestions• Provide and Showcase T1/T3 processes to visiting customers/MS employees• Provide process/customer experience improvement suggestions• Lead a team of 6 Support Eng for Microsoft Surface devices• Help develop and test new process and tools to improve customer and advocate support experiences.

Surface Commercial Support Integration into GES Mar 2015Became project owner of Surface Commercial Support with the integration in to Global Escalation Services. Maintained communication with Microsoft Commercial stakeholders while providing tracking and reporting on inbound commercial escalation volume and drivers.Surface Hardware Integration into GES Feb 2015A project on integrating all Tier 3 escalations for each line of business within Microsoft into a… Show more Surface Commercial Support Integration into GES Mar 2015Became project owner of Surface Commercial Support with the integration in to Global Escalation Services. Maintained communication with Microsoft Commercial stakeholders while providing tracking and reporting on inbound commercial escalation volume and drivers.Surface Hardware Integration into GES Feb 2015A project on integrating all Tier 3 escalations for each line of business within Microsoft into a single Tier 3 support channel called Global Escalation Services. Worked on training agents on Surface escalation policy and regional laws and assisted on aligning escalation process into a single global resource for a consistent customer experience.Microsoft Band launch into CSS Oct 2014A major wearable device launch into Microsoft Customer Support Services. Worked with the Surface Tier 3 escalations team on product solution assets and worked closely with the Surface and Microsoft Band technical engineers on break/fix testing for creating documentation on emerging technical issues. Show less

• Worked directly with team managers refining process documentation for the Surface integration into the Global Escalation Services department.• Worked as Subject Matter Expert within Surface Escalations team to train new agents and provide guidance on process and policy.• Provided assistance regarding logistic and supply chain issue to provide full product solutions within company operating procedures.• Maintained Surface Commercial support and became project owner to provide… Show more • Worked directly with team managers refining process documentation for the Surface integration into the Global Escalation Services department.• Worked as Subject Matter Expert within Surface Escalations team to train new agents and provide guidance on process and policy.• Provided assistance regarding logistic and supply chain issue to provide full product solutions within company operating procedures.• Maintained Surface Commercial support and became project owner to provide reporting on escalation volume and drivers.• Managed and assigned group caseload as the Case Amin for the Surface CARE Team. Show less

• Promoted due to exceptional customer service skills and consistency in exceeding sales goals.• Provided training district wide to all new employee into the Sale department.• Provided full product solutions for higher customer satisfaction.• Worked on maintaining operation and providing coaching and feedback to Sales employees.• Maintained Technical work bench to improve customer satisfaction and experience.

• Promoted within nine months due to exceptional customer service skills.• Assisted Sales department in reaching record GSBTP attach rate.• Created and maintained company goals within the Sales department and drafted business plans to improve the Sales department.• Worked on training new employees and provided coaching on improved customer service.