Billy Lee Email & Phone Number

Redmond, Wa

Seattle, Wa

Collaborated with Engineering and Marketing teams to release a Proximity based marketing platform.Tested new features and product updates to ensure quality and stability.Led daily standup meetings to track progress on tasks in current sprint.Engaged customers and partners to assist with deployment and address questions with technology.Gathered feedback from customers and partners on product features and functionality.Provided guidance and training to customers and partners on how to use the product and shared best practices on how to effectively deploy proximity based marketing campaigns.Created user documentation and videos of the web based administrator, and mobile client SDK.Developed support policy and framework of professional services offerings. Set up incident ticketing system to triage and manage incoming customer service requests.Published bi-weekly blog to evangelize services and technology.

Redmond, Wa

Led v-team to review common drivers of partner interactions with support across disparate listening systems to identify causes of partner dissatisfaction. Identified path to resolution and worked with business owner to implement and report status to leadership.Owned operations for MAPS program. Responsibilities included exploring price discounts to encourage renewals, efforts to grow the subscriber base, updating terms and conditions provided during signup and renewal, updating welcome letters and other collateral.Owned tier 3 escalations submitted via support. Engaged directly with partners as needed to de-escalate critical/executive level escalation. Employed business acumen and judgement to resolve issues and make partners whole if options were unsatisfactory.Worked with support delivery to providing training, handling processes, and education on new program updates.Managed and facilitated weekly (audience was directors and IC PMs) and monthly (audience was directors and leadership) change management meetings. Worked with project/program owners and work stream owners to gather updates and content for population on the meeting presentation deck.

Redmond, Wa

Worked with Product and Business groups to ensure every product released had a documented and executable support policy prior to product's Release to Manufacturing date.Owned Product Entitlement System, a proprietary based system used to determine support entitlement and eligibility for all Microsoft products and services.Led Operations team tasked with responsibility of properly implementing support policy. Managed budget and forecasts based on product release cycles and projects.Mentored and trained new team members.Collaborated with stakeholders across support and services organizations to design a next generation support entitlement tool.Created and presented presentation decks for Rhythm of Business meetings, executive deep dive sessions, and status updates on progress of the v-next support entitlement tool.

Issaquah, Wa

Worked with account teams, product teams and others to address customer and partner escalation to ensure highest possible customer satisfaction.Used conflict management skills and negotiation skills to provide complete and timely follow up to escalated complaints. Documented big wins and/or changes to policy as a result of the escalation.Developed handling processes and exception processes as needed.Led a team of licensing focused escalation specialists. Provided coaching and education, positive feedback and areas of improvement.Successfully drove several high visibility, executive level escalations to closure.Created and refined processes and documentation.

Issaquah, Wa

Worked with account teams, product teams and others to address customer and partner escalation to ensure highest possible customer satisfaction.Used conflict management skills and negotiation skills to provide complete and timely follow up to escalated complaints. Documented big wins and/or changes to policy as a result of the escalation.Developed handling processes and exception processes as needed.