-Leading and managing a high-performing Premier Technical Support team consisting of 20 members, fostering collaboration with internal resources, Operations Managers, and Project Management teams.-Directly overseeing and supervising customer representatives, ensuring their accountability and performance in delivering exceptional customer support.-Assuming full responsibility for the efficient operation and management of the company's technical support and customer service department, leading a dedicated team of engineers.-Implementing and optimizing support processes and procedures, streamlining the handling of inbound technical support issues through various channels such as telephone, email, website, and support ticketing system.-Thoroughly documenting and resolving technical issues in a prompt and effective manner, emphasizing the importance of accurate issue documentation and ensuring swift resolution.-Conducting comprehensive reporting and analysis of technical issues reported by customers, utilizing root cause analysis to identify trends and provide actionable recommendations for improvement.-Maintaining and administering the company's online support systems, including ticketing, Knowledgebase articles, and support documentation.-Demonstrating meticulous attention to detail and a systematic approach to documentation, ensuring the accuracy and completeness of support resources.

-Assuming a critical role as the first escalation point of contact for Premier cases. With a focus on delivering sound and timely resolutions, provide valuable assistance to customers and support engineers alike. -Acting as a bridge between Senior Escalation Engineers and clients/case owners, facilitating effective communication and collaboration, ensuring that the support process flows seamlessly.-Leveraging technical expertise, excellent communication skills, and problem-solving abilities while contributing to customer satisfaction, driving successful case resolutions, and maintaining a high level of support for Microsoft 365 users.

-Taking ownership of Commerce cases from Premier customers, demonstrating a commitment to resolving complex technical issues promptly and effectively. -Collaborating with peers and Senior Escalation Engineers from Microsoft, driving the investigation and work towards achieving satisfactory resolutions. -Managing end-customer expectations, facilitating productive collaboration, and ensuring a positive support experience.-Providing top-notch technical support, building strong relationships with customers and internal stakeholders, and delivering timely solutions, while contributing to customer satisfaction and playing a vital role in maintaining a high standard of support for Premier customers.

-Overseeing the technical operations of the company. -Providing guidance to the team, ensuring efficient resolution of faults and the documentation of procedures for reference. -Responsibilities include: training team members to handle various situations, serving as the communication bridge between clients and upper management, and performing key management tasks such as employee reviews, complaint handling, and workload management.-By effectively managing the technical team and addressing faults in company systems, I contribute to the smooth operation of the company, enhance client satisfaction, and drive continuous improvement within the organization.

-Developing and maintaining strong relationships with clients, identifying new business opportunities, and executing effective sales strategies. -Achieving sales targets, negotiating contracts, and providing excellent customer service. -Present the company's products and services, promoting brand awareness, and continuously seeking ways to maximize sales opportunities and exceed customer expectations.

-Overseeing the operations of the bar, ensuring exceptional customer service, and maintaining a positive and engaging atmosphere. -Managing a team of bartenders, overseeing inventory and supplies, and ensuring adherence to legal and safety standards. -Responsible for creating a memorable experience for guests, promoting sales, and maintaining high-quality standards in beverage preparation and service.

-Responsible for developing and executing marketing strategies and managing public relations initiatives to enhance the company's brand visibility and reputation. -Involved in creating engaging marketing campaigns, managing media relations, and supporting overall marketing efforts to drive business growth and maintain a positive brand image.