Bryon Sobczak Email & Phone Number

Remote

• Supported reporting, communications and operations for various Microsoft teams including Connected Customer Experience (CCE), Customer Success (CS), and Marketing Operations.

Greater Seattle Area

• Partnered with Windows Commercial Business Planning and Operations Teams on product roadmap and launch readiness ensuring new product offers were provisioned for proper customer segments and audiences
• Managed the intake and triage process for new launches concurrently, many at different stages and with different levels of complexity, which required clarifying business requirements, technical specifications, and.
• Processed all promo code requests for the Windows Commercial catalog which enabled internal and external teams to access offers for customer demonstrations and testing purposes

Bellevue, WA

• Managed team deliverables for the OneInsights platform for Microsoft’s Consumer and Device Sales, which is a $27 Billion organization. The portfolio was 10% of Launch Consulting’s total revenue, worth $6M annually.
• Drove strict delivery timelines, holding the team accountable for their commitments, removing roadblocks to their work, while leveraging organizational resources to improve capacity for project work.
• Delivered all weekly, monthly and quarterly business reports to key stakeholders including sprint status, deployment reviews, project updates, and any ad hoc requests.

Redmond, WA

• Orchestrated the rhythm of the business (ROB) for the Global Communications Team which included development of monthly KPI reports for all markets, quarterly business reviews for all regional teams, administration of.
• Successfully launched and managed the worldwide communications measurement platform hosted by Gorkana, supporting 23 languages across 91 different countries, analyzing over 1200 outlets
• Supported the Communications Advisory platform 24/7 to ensure news and guidance was distributed to the field with all related materials to promote proactive campaigns as well as mitigate negative news cycles in the.
• Redesigned the Communications Advisory platform in June 2016 to incorporate online workflows and self-publishing saving $125,240 annually.

Bellevue, WA

• Migrated the PRIME Central database for Microsoft Global Communications from a third-party vendor to a preferred agency which leveraged existing tools and systems creating efficiencies and economies of scale in the.
• Migrated the Corporate Communications team portal from SharePoint 2010 to SharePoint Online and improved content discoverability, enabled greater self-service, and supported real-time cross-community feedback and.

Trustworthy Computing, Response Communications

• Drove operational excellence within Microsoft’s Trustworthy Computing (TwC), Response Management Team, by liaising with product and services teams to align processes and resources for the successful resolution of.
• Implemented a new Dynamics CRM system within three months and on budget which enabled the TwC Communications organization to centralize all case management activities, correspondence, metrics and case-related.

• Managed critical customer escalations from global field reps, account teams, partners, and international subsidiaries on complex, systemic support issues. Worked with global business owners to implement changes that.
• Coached new Advocacy Specialists on escalation processes, case management and effective communication techniques. Delivered formal new hire training project which incorporated blended, instructor-led & online training.

Sammamish, WA

• Managed service-delivery for five programs for the Microsoft North American Customer Service (NACS) team; MS Partner Program (MSPP), Certified Partners for Learning Solutions (CPLS), SA Voucher, MS Action Pack.
• Leveraged operational partnerships with internal MS groups to ensure information about products, programs, initiatives and processes were shared with the vendor to improve operational efficiencies and the quality of.

Tacoma, WA

• Developed branch sales and profitability through deeper market penetration with existing clients by offering new products and services as well as developing new marketing channels within the community.

Mercer Island, WA

• Established a culture of great service to build customer loyalty within the affluent Mercer Island community, resulting in improved customer satisfaction and increased sales and profitability.
• Awarded Pinnacle, 3rd Quarter 2003 and 1st Quarter 2004, as a member of the top 20% of all Branch Managers nationally.

Bellevue, WA

• Managed system deployments, upgrades, communications, and special initiatives for 10 vendor sites across the U.S. and Canada, providing technical support and resources for all customer service programs.

Bothell, WA

• Hired, trained and managed a national team of analysts to support the daily operations for 4, Customer Base Marketing, remote, call center teams.
• Delivered key solutions for all scheduling, quality and work volumes nationally. Established protocols and key relationships to insure goals and deadlines were met
• Implemented forecasting and planning tools to manage short and long-term business goals, which captured strategic CRM requirements.
• Performed vendor reviews, tests and attended on-site demonstrations for leading call center technologies. Evaluated performance-optimizing software, which required return on investment analysis and systems.
• Provided leadership and support as acting Call Center manager directly overseeing 4 supervisors and a total staff of 42 employees in all personnel and administrative needs while managing the hiring process for a.

Bachelor Of Science (Bs), Information Technology

A.A., Business Management