Fabio Correa Email & Phone Number

Redmond, Washington, Us

- Developed and led the implementation of predictive analytics solutions that significantly enhanced customer engagement and competitive positioning, impacting 30k sellers and 175k commercial customers.- Pioneered the integration of LLMs (Azure OpenAI) to augment data feeds, enabling advanced quantitative and qualitative analysis of customer survey data. This innovative approach has streamlined complex data processing and enriched insights into customer behaviors and preferences.- Successfully consolidated a technical team dispersed across three different vendors into a single vendor arrangement, achieving greater scalability, cost efficiencies, and enhanced technical expertise. This strategic realignment significantly improved service delivery and project execution.- Created the 'Crisis Copilot', a sophisticated tool assisting Customer Success Account Managers (CSAMs) in providing proactive, informed, and culturally sensitive support during crises. Utilizing global content and capable of responding to queries in any language, this tool effectively eliminates language barriers, enhancing our ability to serve international customers during critical events.

Redmond, Washington, Us

Led customer and partner experience programs and improvement initiatives for Microsoft’s volume licensing business. Transformed ROB practices with modern approach using Power BI and predictive analytics. • Led adoption of company-wide design principles for Product Licensing and Volume Licensing Programs• Created and led ROB to triage customer issues and risks, assign ownership and drive accountability for resolution• Led company-wide projects involving Corporate VP level participants• Designed and managed market research programs in collaboration with Customer and Market Research (CMR) team.• Applied Six Sigma Master Black Belt disciplines to problem solving and process design• Side project: resulted in this quote from Corporate VP’s quarterly award: “Fabio has been leading the WWLP PowerBI community as a principal SME to develop dashboards that are being used in several key ROB forums across WWLP, providing real-time insights for quick and effective decision-making and reduction of preparation time and increased meeting efficiency. His work enables WWLP to track real time the impact of our transformation, driving excellence in how we manage our business and increasing the impact of our people.”

Redmond, Washington, Us

Led global programs to improve quality of services and customer loyalty (CPE) to Microsoft Office 365 service and Premier Support offerings (enterprise customers).• Established highly successful quality program for Office 365, increasing customer satisfaction by 135 points in 2 years• Increased customer loyalty to the Office 365 Dedicated service by 50 points• Developed and landed field execution guidance for Premier CPE, involving 3,000+ HC organization across 13 geographies• Developed survey programs and qualitative research studies for new Premier offerings and Cloud Vantage with CMR• Led process and cultural changes to reach quality service delivery and global consistency• Led monthly calls involving 40+ SMSG and BG/PG leaders to drive quality improvement using VOC• Identified collaboration points and executed on common goals across BGs, Premier, MCS, Cloud Vantage and EPG• Side project: countless talks at different Microsoft internal events to evangelize a customer centered culture

Redmond, Washington, Us

Started new consulting business with focus on Marketing and Business Process improvement, with Microsoft as the primary customer• Redesigned Microsoft’s enterprise support and consulting business’ customer satisfaction measurement trackers• Consulted with Office 365 and OEM Premier Support offering teams to help structure their quality strategy• Helped Microsoft revamp its entire support services business customer and partner listening posts and market research strategy, including redesign of 35 surveys (~30 million transactions annually)• Developed survey design manual for Microsoft Services’ market research department providing governance, and standardization of its business processes• Side project: Guided small and medium businesses to create strategies to position themselves and take advantage of the nascent Social Media

Redmond, Washington, Us

Managed Alliances with Dell, SAP, Nortel, Intel, and Cray computers utilizing virtual cross-functional team consisting of 5 Directors, 10 Managers and 40 Individual Contributors. Fostered cross-company collaboration of Microsoft’s and Partner’s channels. Created robust, scalable, and sustainable sales strategies and made subsequent pulse calls to ensure business rhythm. Fostered a culture of creative solutions and approach to collaboration.• Established resilient sales models and sales disciplines within Partner teams in the Latin American market• Launched opportunity/pipeline management, forecast accuracy, and world class selling organization• Created a cultural change focusing on making Partners great, which impacted revenue favorably• Created innovative marketing strategies to evangelize new products (Windows 7, Office 14) to key partners• Achieved significant wins against key competitors: IBM, Cisco, Google, Oracle, Linux, VMWare• Side project: introduced easy to execute employee behavioral programs to increase partner mindshare and loyalty

Redmond, Washington, Us

Implemented innovative approach to customer insight and partner satisfaction. This program included input from typical account executive as well as input from key customer decision makers. This concept grew from a small regional team, enterprise wide and finally became a global best practice. As a result, was awarded four of the corporation top awards for performance excellence. Created 1:1 open-ended interview with top Microsoft customer executives.• Created study focused on the top 142 global C-level executives; designed feedback system for account teams• Created relevant and actionable KPIs for every role in the organization to drive quality• Complex data quality and customer profiling system management• Managed a very complex environment with multicultural differences put into context• Multi-million vendor contract negotiations and management• Side project: Envisioned predictive model that was only possible to be implemented in 2019

Redmond, Washington, Us

• Created new strategies for customer intelligence management adopted WW• Improved market perception with Microsoft security in Latin America (10 points) after 4 consecutive years of decline• Drove customer response (reactive/proactive) to IT security threats and adoption of Microsoft’s first security products • Side project: generated $7.5M in savings, lowered operation risks, trained 85 Six Sigma Green Belts and 3 Black Belts

Redmond, Washington, Us

Defined operation processes, metrics analysis and reporting for the LATAM Support Organization (US Escalations, reactive support trends, customer satisfaction drivers, operation costs, staffing, and business systems implementation), project management, ad-hoc analysis and reporting, financial analysis, and P&L management. • Coordinated business planning and consolidation for Regional VP ROB.• Managed highly technical and skilled people charged with maintaining IT infrastructure for top 100 customers • Provided sales, finance (acting controller), operations governance• Managed call center staffing, cost controls, support intelligence trends, customer insight• Managed the relationship between US and Latam support delivery organizations• Implemented Clarify, Siebel and downstream reporting capabilities

Redmond, Washington, Us

Account manager responsibilities for Technical Support Accounts, hired and mentored local resources in Brazil. Accounts included the largest companies in Brazil and Latin America. Trained and mentored new field Technical Account Managers. Collaborated in the design and adaptation of Premier offering to the Latin American market.

Redmond, Washington, Us

Managed internal support and helpdesk team for five local branches, implemented data/phone networks, deployed and managed backend servers and LOB systems. Developed software distribution program that was still in use by Microsoft IT and customers in 2008.

Sydney, Nsw, Au

- Lead graduate students in their exploration of the advancements in AI and ML, focusing on practical applications in business analytics scenarios.- Developed and delivered training programs tailored for Microsoft employees and vendor resources, enhancing their competencies in various AI/ML technologies. This initiative has directly contributed to building a highly skilled workforce, prepared to tackle current and future technological challenges.

As a “Board Member At Large”, the role includes building community at the neighborhood though events, social media, and promoting personal interactions. Managing the HOA web site and managing relationship with vendors.

Santa Clara, California, Us

As Board Member and Chair of Business Development at SNIA Brasil, my goal is to promote the the association in Brazil, establish strategic and technical partnerships and increase membership.

Developed several small-business systems (LAN, databases, POS, inventory control, etc). Wrote a number of articles for technical magazines.

São Paulo, Sp, Br

Computer Graphics, Mathematical Modeling, Data acquisition systems, Charting/Reporting scientific data, use of PCs in scientific research, internal support. (www.ipt.br).

Developed and delivered several courses on programming languages (AppleSoft BASIC, MBASIC, Microsoft COBOL, dBASE II) on Apple, MS-DOS and CP/M environments and CAD (Computer Aided Design) using AutoCAD software for Mechanical Engineers and Architects.

Doctorate In Business Administration

Master Of Science - Ms, Research And Experimental Psychology

Executive Certificate In Management And Leadership, Machine Learning/Artificial Intelligence

Certificate, Mid-Management Certificate Program (Short Executive Mba)

Interdisciplinary Studies On Business Management And Sciences, Business Administration And Management, General

Electrical Engineer, Computer Science