Ben Schippers Email and Phone Number
If you seek an expert in ITSM, data-driven support solutions, and driving customer success, let's connect and explore how I can contribute to your organization's growth and success.As an accomplished professional, I bring extensive expertise in IT service management (ITSM) infrastructure, data analysis, and performance management to elevate support quality within top-tier organizations.My ability to establish and implement program-level standard operating procedures enables me to compile best practices, technical procedures, and official program policies, ensuring streamlined and efficient support lifecycles.Driven by a passion for customer success, I thrive on simplifying workflows and implementing standardized processes to break down barriers, providing seamless support experiences that exceed expectations.Overseeing multiple large to small-scale projects concurrently, I collaborate with diverse stakeholders to deliver optimal solutions that align with organizational objectives.Data and analytics are at the core of my approach, giving insights a voice and fostering innovation in support experiences. I am committed to empowering customers to achieve their set targets and visions through data-driven strategies.My dedication to empowering and motivating partners and support staff has been instrumental in surpassing performance metrics and elevating customer service standards.Some core areas where I really excel include:Policy & Procedure ManagementProject & Program ManagementStrategic Planning & ExecutionTeam Building & LeadershipResource ManagementKPIs ManagementPerformance Evaluation & ImprovementsCustomer Experience ManagementCustomer Satisfaction & Retention
Microsoft
View- Website:
- microsoft.com
- Employees:
- 189892
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Program ManagerMicrosoft Aug 2020 - Present
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Project Manager, Microsoft Premier EngineeringExperis/Manpower Group Feb 2020 - Aug 2020Currently assisting Microsoft's Premier Engineering Partner support teams by establishing and documenting standard operating procedures that provide a single version of the truth in an accessible-by-all library. Each article improves support quality by sharing the collective learnings from three support partners, best practices from Microsoft FTE escalation resources, and iterates from each negative support interaction. Additional responsibilities include leading partner and support staff advocacy meetings, performing post mortem analysis on completed interactions and presenting to partner stakeholders, escalation point of contact to alieve customer pain, and improving the partner delivery process by sharing combined experience and best practices supporting Premier customers. -
Premier Support ManagerExperis/Manpower Group Aug 2018 - Feb 2020RemoteAssisted in growing the Premier Engineering Pilot Program into a full-fledged, 24/7 support network capable of delivering support for Microsoft's Premier Enterprise business segment. Assumed ownership over several critical contracts, directly reporting to strategic customers becoming the face of support for Premier Engineering. Champion of partner advocacy, focusing on ticket workflow and procedure to create pre-call and follow up telemetry, improving support quality, and increasing the reach of both management and quality assurance resources. Grew headcount by 130% to accept over 60,000 requests a year by creating a job description that prioritized enterprise experience and customer service skills with an easy to use resource map to quickly upskill in unfamiliar technologies and expedite email-based support communications. Improved upon our escalation model to assist frontline engineers with a 'one to many' support system that sustained a consistent 30% escalation rate with a recursive feedback workflow which improved support quality with every completed touchpoint. And, lastly, established partnerships between Experis and the Partner Ecosystem with Microsoft leadership and Engineering teams to put customer experience first, enable continious iteration and growth, and solve for customer success.
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Office 365 Concierge Ambassador ManagerExperis/Manpower Group Dec 2017 - Aug 2018RemoteManaged a network of professional support staff to help them meet their KPI goals and become customer satisfaction champions! Trusted escalations partner and customer advocate serving Office 365 customers on a global scale. Additionally, lead pilot programs to deliver best in class support for Microsoft Partners
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Office 365 Concierge Ambassador Support EngineerExperis/Manpower Group Dec 2016 - Dec 2017Tucson, Arizona AreaSupport, Train, Migrate, and Onboard Office 365 Customers. Support Office 365 Applications (Outlook, PowerPoint, Word, Excel, Visio, Project, and Access), Exchange Online, SharePoint Online, Skype For Business, Yammer, Teams, OneDrive, Azure AD Connect. Use of PowerShell, Remote Support Resources, Scoping and Troubleshooting Fundamentals, and Soft Skills to process inbound tickets. Side projects included mentoring new Concierge Ambassadors, Rave Insider Programs, Pilot projects, and more!
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Engagement ManagerMural Consulting Feb 2016 - Dec 2016Tucson, Arizona AreaEngagement Manager and Service Delivery Lead for MaaXcloud Unified Communications. Managed a global network of partner relationships, delivery of Onboarding, Migration, and Training Services, along with participation in pre-sales technical conversations for various partners and organizations.Managed a remote support network for Office 365 Customers in both English and French. Migrated customers to Office 365 and Google Apps for Work using both Skykick, Migration Wiz, and built-in migration tools (Office 365/PST). Onboard customers to productivity and security tools using best in class customer service and support. -
Customer Service Representative And Cloud It EngineerMural Jul 2014 - Jul 2015Tucson, ArizonaPositions included part time customer service representative, senior engineer, and principal email migration specialist. Job responsibilities included intake and consultation of small to medium businesses cloud IT needs. Planning, migration and deployment of cloud resources specializing in Office 365, security software, SEO, e-commerce, and websites. Later specialized in manual and remote email migration methods and deployment. Gained experience deploying DLP, Azure, Exchange server management, and mobile device management and program development.
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Research TechnicianThe University Of Arizona Jun 2008 - Jun 2014School Of Natural Resources And The Environment, University Of ArizonaI conducted sample preparation and analysis for the Fire History and Ecology department within the School of Natural Resources and the Environment. I produced and used chronologies derived by dendrochronlogy to deduce and study the ecological footprints of a landscape. Common research topics include fire history, insect outbreak, invasive species, growth, and climate change. The position also included several annual research trips to several watersheds in the southwestern United States to monitor and study key research sites and obtain samples. These research trips provided fundamental experience following research methods, empirical data analysis, monitoring and surveying, as well as sample collection methods (increment bores, soil samples, fuel load monitoring, mechanical safety and wilderness first aid training). -
Administrative Student Assistant - Laboratory Of Tree-Ring ResearchUniversity Of Arizona Jun 2006 - Jun 2009University Of ArizonaAssistant to the business office of the Tree-Ring Laboratory at the University of Arizona. Job duties included production and delivery of business critical documentation to departments on campus, and personally assisting multiple professors and assistant teachers with coursework and research where applicable. Additional responsibilities include maintaining filing systems, assisting with IT needs, supply ordering, and inventory cataloging and maintenance.
Ben Schippers Education Details
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Natural Sciences - Watershed Management
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Canyon Del Oro High School
Frequently Asked Questions about Ben Schippers
What company does Ben Schippers work for?
Ben Schippers works for Microsoft
What is Ben Schippers's role at the current company?
Ben Schippers's current role is Senior Customer Experience PM @ Microsoft | Analytical Skills, Project Management | Driving Results from Inception to Completion.
What schools did Ben Schippers attend?
Ben Schippers attended University Of Arizona, Canyon Del Oro High School.
Who are Ben Schippers's colleagues?
Ben Schippers's colleagues are عايدة سيد, Yuvaraja Rajendran, Hamza Ahmed, Richard Obare, Dawood Ahmadi, Alvaro Paul Cahuata Vergara, Praveen Varma Penumatsa.
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