With over 15 years of experience at Microsoft and a proven track record of delivering customer and employee satisfaction, I am a Director of Supportability and Experience Planning for the WW Microsoft Store and Advertiser Sales and Services organization. My core competencies include contact channel management, AI and virtual assistant implementation, support planning, business management, program management, vendor engagement, sales support delivery, and customer journey orchestration. I am passionate about enabling an excellent customer buying experience through experimentation with measured, quantifiable outcomes targeting customer preferences.In my current role, I built and lead a team responsible for Microsoft Store supportability and customer journey improvements, Store and Advertiser omni-channel capability deployment and management (phone, chat, messaging), and sales agent tooling needs. I have successfully implemented multiple AI and virtual assistant solutions, resulting in increased customer satisfaction and order value. I have also established strong partnerships with internal and external stakeholders, ensuring alignment and collaboration on strategic initiatives and operational excellence. My mission is to drive supportability and experience excellence across Microsoft products and services, leveraging my domain expertise and leadership skills. I am always eager to learn new technologies and best practices, and to share my insights and feedback with others. I am motivated by the opportunity to create positive impact for customers, employees, and the company.