Provide a customer-centric voice for accountability on business issues in partnering organizations to improve customer experience across a portfolio of Microsoft’s primary and secondary products and programs, find operational efficiencies, and identify opportunities to reduce customer support costs. Utilize business data and analytical tools to identify product or operational improvement opportunities and engage with global engineering, marketing, and content teams to raise customer-issue trends, reduce product defects, develop/implement Machine Learning models, and improve customer success and product usability.🔹 Provide thought leadership as a mentor to peers and team members.🔹 Led multiple projects and initiatives across organizational boundaries, partnering with global peers, global partners, and senior management.🔹 Proven track record of reducing support costs by use of AI/Machine Learning solutions and driving for product usability improvements that align to top product pain points.🔹 Developed a self-service support solution for the 40 largest commercial customers and reducing support bandwidth from ~25% to near-zero, equaling substantial annual cost savings.

Led training readiness and product launch related initiatives to improve the ability of global partners to better prepare for, sell, deploy, and implement Microsoft 365 business solutions. Collaborated with numerous members across multiple teams on new offerings, Microsoft partner interests, and partner engagements then worked directly with business managers to align project time and resources with budgets. Introduced, planned, and unified organizational processes with project lifecycle frameworks for consistency and efficiency. Continuously implemented partner feedback to shape pre-sales processes and improve culture within customer-facing team structures. 🔹 Led a globally dispersed team of consultants through the development of Microsoft 365 pre-sales offerings🔹 Collaborated on presentations and offerings for partners and their vast customer bases per week🔹 Led a project team of partner consultants and developed training materials, conducted train-the-trainer courses, and completed multiple partner workshops with >50 partners in attendance per event🔹 Identified and assembled virtual teams/workgroups of SMEs to create more fluid discussions with customers and improve partner satisfaction with the pre-sales experience per customer surveys

Engaged in simultaneous planning and design efforts at the early phase of the Business Productivity and Online Services lifecycle to ensure integration of the VOC into content and product development. Consulted as the VOC with Productivity, Marketing, and Content teams to acknowledge customer issue trends and establish alignment and plans for resolving product defects and improving overall product quality.🔹 Mapped, documented, and implemented a team-wide engagement model for a check-listed repeatable approach to product engineering phases for consistent results🔹 Developed a tiered model to guide the orchestration of resource investment in products and services across Microsoft 365

Engaged with the Business Intelligence Product Team – Performance Point, SQL, and Excel – throughout Beta periods to identify top product issues and develop risk mitigation plans prior to solution general availability. Led rapid and iterative development of Business Intelligence readiness and training materials for colleagues in the technical support organization.

Led a team of 8-10 support engineers; provided mentorship and coached on both technical skills and soft skills through support engagement. Completed annual reviews and compensation rewards. Additionally, created and delivered Small Business Manager and Retail Management System training for the support organization.