Jamileh Delcambre Email & Phone Number

Raleigh, North Carolina, United States

Bellevue, Washington

As Business Manager for TPCi’s Technology Org, I drive organizational goals and objectives across the team, maintain an efficient and progressive rhythm of business, and strive for optimal levels of organizational health.

Bellevue, Washington

Carrollton, Tx

Launched and currently maintain a business to business community for tax and accounting professionals spanning multiple business in the Corporate, Professional, and Government sectors. Worked to establish initial relationships between Marketing and Strategy team backed Community offerings with six major lines of business across Thomson Reuters Tax & Accounting to include dedicated resources, content creation, and engagement/participation. Developed and maintained Community… Show more Launched and currently maintain a business to business community for tax and accounting professionals spanning multiple business in the Corporate, Professional, and Government sectors. Worked to establish initial relationships between Marketing and Strategy team backed Community offerings with six major lines of business across Thomson Reuters Tax & Accounting to include dedicated resources, content creation, and engagement/participation. Developed and maintained Community Manager content calendar to encourage engagement with non-accounting related content, including the creation of a Lounge where offtopic discussion is promoted to build peer to peer rapport through sharing commonalities. Built and implemented a community-wide gamification program to further encourage participation and engagement by offering simple to complete missions ranging from initial registration to creating posts and comments. Migrated additional customer segments to the established community, including authentication using existing credentials, profile creation, and content migration. Show less

At&T

Manage the AT&T forums (http://forums.att.com/) to foster trust and communication between AT&T and it's community; source options for improved online interactions and provide an environment for AT&T's community to talk and support each other.

Identified/managed projects focused on Xbox Support policies/procedures designed to increase efficiency, reduce turnaround time & drive cost reduction across Xbox LIVE, Hardware & Global Escalations. Built/piloted Twitter based Xbox support team (@xboxsupport)Developed & implemented support for internal New Xbox Experience beta & Xbox LIVE's first Public Preview for NXE.Served as SharePoint Subject Matter ExpertCreated business requirements documents to outline projects& align… Show more Identified/managed projects focused on Xbox Support policies/procedures designed to increase efficiency, reduce turnaround time & drive cost reduction across Xbox LIVE, Hardware & Global Escalations. Built/piloted Twitter based Xbox support team (@xboxsupport)Developed & implemented support for internal New Xbox Experience beta & Xbox LIVE's first Public Preview for NXE.Served as SharePoint Subject Matter ExpertCreated business requirements documents to outline projects& align stakeholders with a high focus on cross/same group collaboration. Created and maintained documentation including process documents, online Wikis & Visual KB articles. Reduced turnaround time on non-functioning consoles that saved approx. $3,000Developed an updated process for handing Unauthorized Access customer complaints resulting in estimated $500K savings/yr.Detailed knowledge of customer management tools. Xbox AOC Escalation Lead; Managed 7+ member team responsible for handling escalations for XBOX hardware and live support in AOC. Provided training and direction to handle over 6300 escalations in FY07. Created, modified and managed escalation procedures for both internal &outsourced escalation support teams.Trained outsourced vendors on customer management tools.Served as interim team manager for 6 months while position was vacant. Managed BBB complaints Provided reporting on trends/volumes.Managed a confidential Rapid Response process for XBOX customers who experienced unique and urgent situations. Created an RRT trawl & process document for outsourced vendors handling global issues. Successfully lobbied for and created a Product Group based Rapid Response Team lead. Modified the Response Management Team's customer handling process to decrease overall handling time by 2-3 days. Established weekly meetings with outsourced vendors. Show less

Resolved Xbox related escalations from customer who contacted Microsoft executive staffManaged Consumer Safety program for Xbox SupportDeveloped and implemented policies and processes to reduce overall escalation volume.

Provided support to Home and Entertainment management staff during transition of Mac Business Unit support staff between outsourced vendors.Resolved over 165 very difficult customer recovery cases in a 6-month time span.Worked closely with staff to create a set of 10 "Quick Troubleshooting" articles that would be available on Microsoft's online Knowledge Base. Trained incoming Tier Two Stream staff on Entourage 2001, X and 2004, Internet Explorer and Windows Media Player… Show more Provided support to Home and Entertainment management staff during transition of Mac Business Unit support staff between outsourced vendors.Resolved over 165 very difficult customer recovery cases in a 6-month time span.Worked closely with staff to create a set of 10 "Quick Troubleshooting" articles that would be available on Microsoft's online Knowledge Base. Trained incoming Tier Two Stream staff on Entourage 2001, X and 2004, Internet Explorer and Windows Media Player for the Mac. Provide advanced support for incoming Tier One staff on Entourage, Office for Mac, Excel, PowerPoint, Word and Virtual PC. Show less

Retained 63% of Pitney Bowes customers with an overall 19% discount rate for Feb and Mar of 2004 while maintaining an average of 7 minutes per call.

for Microsoft for Mac support teamManaged 25+ frontline techs maintaining agent statistics; liaison for daily communication between management, frontline and tech lead teams; performance reviews; leading team meetings/goal setting sessions.Provided second level problem resolution for Word, Excel, Power Point, Outlook Express, Internet Explorer, Entourage and Apple Operating Systems 7.5-10.x including interpretation, analysis and research. Coached frontline agents in "on the… Show more for Microsoft for Mac support teamManaged 25+ frontline techs maintaining agent statistics; liaison for daily communication between management, frontline and tech lead teams; performance reviews; leading team meetings/goal setting sessions.Provided second level problem resolution for Word, Excel, Power Point, Outlook Express, Internet Explorer, Entourage and Apple Operating Systems 7.5-10.x including interpretation, analysis and research. Coached frontline agents in "on the spot" resolution of unique technical issues and maintained QA for all frontline agents via call monitoring and case reviews. Developed and delivered team training sessions. Generated statistical analysis reports based on daily phone data Handled incoming customer calls and performed technical and non-technical recoveries for dissatisfied customers. Managed overall queue operations including delegating calls and scheduling breaks based on current queue depth. Created solution objects for team members to use while troubleshooting including end user documentation published on microsoft.com Earned two Quality Awards from Microsoft. Show less

Maintained hospital equipment maintenance budget; ensuring most efficient and cost effective services within budget.

Provided meteorological support for military missions.