Jan Howard Email and Phone Number
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Jan Howard is a Business Operations Manager at Microsoft. Colleagues describe them as "Jan is a cornerstone employee in a very dynamic environment. Customer Service and Support (CSS) at Microsoft manages billions of customer and partner interactions, globally, each year. Jan is able to identify challenges, work through potential solutions and ultimately integrate these new behaviors into a global organization. Jan has a tremendous ability to ramp up quickly, understand the issues which challenge the business and work to pull assemble the resources required to drive positive impact. Throughout our interactions, Jan has been able to clearly articulate the goals, go deep on technical challenges and effortlessly influences across 360 degrees of leadership. I would encourage any leader, facing challenges, to spend time with Jan. Her nature is to support the needs of the business, while always keeping the group focused on the customer and their relationship with Microsoft." and "Jan was a wonderful manager in my time reporting to her at T-Mobile. She showed a keen knowledge of many business and technical groups, helping to guide many key projects to completion while also managing her team and the expectations of many other customer groups. I've leaned on Jan for personal and professional advice for a number of years, and would not hesitate to continue to do so."
Microsoft
View- Website:
- microsoft.com
- Employees:
- 189892
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Business Operations ManagerMicrosoft May 2022 - Present
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Senior Technical AdvisorMicrosoft Aug 2015 - Jan 2023I save people from terrible customer experiences because when your Office products don't work, you can't apply for jobs on LinkedIn. Or update your resume. Or write your term paper. And bad things happen.I work with call centers that support our Consumer customers who have issues with office. I get up every day to make lives for my agents better, to help them get better at solving problems for customers, faster, and connecting with them so those tech support calls aren't as awful as we've all experienced.I write training, deliver training, do quality coaching and data analysis to drive better results. All of this translates to less painful support calls. This is my mission.Also part of the Senior Technical Leadership Program, and Peak Performer Award winner.
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Quality Manager, Global Delivery Strategy, Consumer Software & Services SupportMicrosoft Sep 2013 - Aug 2015You know how you talk to a customer service agent, and they ask you all those irrelevant questions that don't matter? And then they repeat everything you say? And they don't listen?They do that because someone will "mark them down" on their quality review. Isn't that dumb? Doesn't it drive you nuts? Don't you wish you could change it?That's what I did in this role. I worked with an awesome team to completely change how we evaluate and coach our agents in talking to customers and resolving their issues.We did this for the whole wide world, for Office and Windows consumer agents.Oh yeah, and we really do record and listen to those phone calls. Just like the recording says when you call in.
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Operations Program Manager, Global Delivery Strategy, Consumer Software & Services SupportMicrosoft May 2012 - Aug 2013So there's this concept that running a pilot or an experiment should be a repeatable process that delivers statistically significant results that leadership can use to make data driven decisions about what to do next.There's probably a lot of rigor that's needed to really do that, though, and everyone is already really busy doing important stuff right now. So we created a team to specialize in running these pilots in a way that delivers data to show which ideas should move forward and which ones shouldn't.With a new team and a new mission, you're building new processes, networking, doing roadshows to promote the team, figuring out how to be successful and be able to talk about your success to others. It's fun building a new team.
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Manager, Customer Care Systems SupportT-Mobile Oct 2008 - May 2012What happens when you call in to customer service for help, but the agent can't help you because their system is down? Or, what if they want to introduce new products, or make other improvements to systems? Who ya gonna call?In this case, you'd call my team. They are the experts in how agents use the tools to help customers, how those tools work, and how they are actually used - because you know it's never the same as how someone originally designed it.These were the days of on-call support to keep the business running, system design meetings, moving from waterfall, to Agile, to Rational Unified project methodologies. It was helping my team be better, to be more. It was promoting many people to new levels, and having the tough conversations managers need to face. As much as I am passionate about customers, it was helping the people on my team that got me up in the morning and kept me up at night. And it is these successes that are my favorite memories. -
Senior Analyst, Customer Care Systems SupportT-Mobile Jun 2006 - Sep 2008There comes a time you get to sleep in the bed you make. As a business analyst, I gathered requirements, ran UAT and delivered a new quality monitoring tool. I must have done a good job, because I got invited to come support the tool I just launched. In the course of taking that on, I continued to build the positive relationships I had with my team and quickly grew into a mentorship role, helping advise on day to day activities, set goals and ultimately develop my team's skills.
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Business Systems AnalystT-Mobile Usa Jun 2004 - Jun 2006Gathered and documented business requirements, reviewed and collaborated on functional specifications, created and executed UAT. Performed portfolio management for Customer Care system enhancement requests, developed prioritization and leadership review process.Significant project focused on replacing existing call center quality monitoring software, while integrating complex agent evaluation and audit processes as well as customer survey process and results.
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Business AnalystWells Fargo Oct 2003 - Jun 2004Managed intake of system enhancement requests for private banking trading platform with external vendor. Managed prioritization process and communications internally and externally. -
Managing PartnerPrinceton Marketing Group Sep 2001 - Oct 2003
Frequently Asked Questions about Jan Howard
What company does Jan Howard work for?
Jan Howard works for Microsoft
What is Jan Howard's role at the current company?
Jan Howard's current role is Business Operations Manager.
What is Jan Howard's email address?
Jan Howard's email address is ja****@****msn.com
What is Jan Howard's direct phone number?
Jan Howard's direct phone number is +120677*****
Who are Jan Howard's colleagues?
Jan Howard's colleagues are Tammi Broughton, Mba, Hazem Taha, Juan Dela Cruz, Jessica Sierra, Manirul Mia, Adi Stein, Steve Ball.
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