Customer ObsessionCulture: Fosters a customer-centric culture, encouraging innovation and impactful teamwork.Engagement: Empowers associates to engage with customers and resolve escalated issues.Demonstrations: Ensures associates are well-prepared for customer demonstrations.Influencing for ImpactKnowledge Sharing: Builds deep product knowledge and coaches staff.Customer Activation: Drives customer engagement through tailored experiences and feedback.Motivation: Communicates company goals and implements sales strategies.CollaborationPartnerships: Drives engagement and aligns priorities with field and HQ.Team Management: Coaches team to generate leads and improve customer interactions.LearningTraining: Completes required training and certifications, encourages team to do the same.Industry Trends: Stays current with industry trends and upskills the team.ComplianceOperational Compliance: Ensures team adherence to privacy and data compliance.Inventory Management: Maintains and drives inventory management practices.Customer Solution Support and ObsessionAnswer Desk: Manages customer support escalations and tracks progress.Team Collaboration: Ensures timely customer service through teamwork.ManagementTeam Supervision: Oversees hiring, training, performance evaluations, and employment decisions.

Be a resource to support Account Executive's customers and ensure they get the attention, planning escalations they need to be successful. Be the customer's best advocate to ensure they have the best experience post-sale, drive usage and introduce new devices to their ecosystem.Ensure that customers have a deployment strategy and long-term Surface management plan in place that adheres to our best practices, as well as customers have all the recommended IT and end-user documentation they need related to Surface devices. Scenarios include: Escalation path for Warranty or Support issues Deployment Planning Image Review for OS deploymentTargeted training Open IRT tickets Coordinate resources to quickly resolve technical issues Visit customer on-site for in-person meetings, white glove training, demos, etc.

• Lead and inspire my team by creating energy and providing clarity by utilizing the Care, Model & Coach system • Inspire optimism and creativity while learning from our mistakes by fostering/enabling a growth mindset culture• Assist commercial and consumers on their digital shopping journey with product demonstrations and advice to influence pre-/post-sales• Serve commercial and consumer customers on Digital Store by a) selling directly and b) providing support to increase conversion, product adoption and return visit opportunities• Drive consistent and meaningful digital customer contact interactions to meet consumer, SMB and EDU goals. Maintain and exceed diverse KPI's to add value to the business and achieve success.

• Ensure the store meets Microsoft brand standards for our customers by stayingup to date on facilities maintenance and resolving any in-store technologyissues • Drove a culture of audit and policy compliance; measured by passing audit score which we consistently maintained on 98% with minimum discrepancies• Became an expert on store tools; used them to track results and ensure all team members can use them effectively• Partnered with the ICX (Inventory Control Experts) team to set strong inventory management rhythms• Ensured all associates understand safety and loss prevention procedures• Ensured all associates can answer relevant audit questions maintaining a consistent approach to excellence• Partnered with Loss Prevention as needed to ensure a strong safety culture• Became the single point of contact for HQ escalations (e.g., facilities/technology requests or questions)• Maintained a schedule that optimizes sales results; managed payroll closely and understand OPEX budget impact• Became the primary point of contact for customer support escalations at the Answer Desk• Ensured proper device handling and PII for our customers by regularly auditing BOH service activities • Partnered closely with my Store Manager and Community Development Specialist to plan and execute CST trainings to impact Enterprise Customers and drive usage on Microsoft products such as TEAMS, Office and M365• Ensured strong collaboration and teamwork at the Answer Desk• Invested time in connects and 1:1 conversations with our associates to understand theircareer goals and provide developmental feedback

• Delivered presentations of Retail Store experiences and feedback on customer issues to the correct engineering team to bring awareness around customer experiences to help develop empathy. • Created opportunities to educate other teams in the C&EC (WDG/ COSINE) to help increase awareness around the Retail Store culture.• Assisted customers through our CSS (Customer Success & Showcase) program where we support them by Chat, Voice or Email making sure their needs are met and questions around Windows, Office, Surface and other products are answered. If there's any need for escalation, we would guide customers through the appropriate path.• Helped managed projects by partnering with multiple organizations to help finalize upcoming tasks using VSO (Visual Studio Online). • Assisted the UIF Core Team with Feedback Hub weekly diagnostics reports, logging bugs, and triaging.• Developed content for Microsoft's MARVEL Team's Windows Community initiative resulting on a higher awareness of Microsoft Retail Stores and Microsoft Products & Services for our LCC users while building a self-supported, engaging community.