Jeff Miller Email & Phone Number

Redmond, Wa

Completed short and long term assignments in various roles including: Event Staffing, Facilities, Security, Hospitality and Construction. Majority of work took place at Century Link Field / Event Center and Safeco Field. Promoted to Team Lead and was responsible for directing and organizing clean up groups after events.

Redmond Washington

•Conducted remote and side-by-side monitoring to evaluate overall quality of service delivery for all transaction types. •Provided engineer coaching, development and performance feedback related to product knowledge, customer needs assessment, technical aptitude and customer service delivery.•Partnered with TMs, trainers and site management to identify service, product and general skill improvement opportunities for Microsoft Office 365 phone and email engineers. •Performed deep dive analysis of low CSAT drivers and reported findings to Service Delivery Manager.•Assisted to improve individual and team quality results through monitoring, evaluating and reporting quality performance.

Redmond, Washington

•Mentored agents and team members of a BPOS Office 365 technical support call center.•Assigned service requests from CAP, RightNow and MSSolve CRM to be worked by agents.•Used TotalView and Exony call management software to monitor agent states and call lengths. •Acted as Subject Matter Expert to support and sales department. •Updated team members about new policies or procedures via meetings and email. •Resolved escalated customer issues.•Sent daily key metrics reports to managers.

Redmond, Washington

•Assisted SMB to Fortune 500 sized companies with technical issues on the phone and via web submitted service requests.•Utilized VKB, network tools, Microsoft Online Diagnostic (MOSDAL logs), Powershell and Easy Assist remote service software to diagnose Office Communicator, Exchange Online, SharePoint Online and LiveMeeting issues.•Reported bugs and change requests in ProductStudio for hosting team follow up.

Redmond, Wa

•Assisted customers who made purchases online using Bing Cashback to acquire discounts or refunds.•Used CAP and Microsoft internal portals and databases to track customers’ subscription information and purchase histories.•Worked service requests that were submitted online.•Reported fraudulent purchases.

Redmond, Wa.

•Answered incoming calls from customers who were experiencing either DRM, firmware, driver and or compatibility issues with their Rhapsody, RealArcade or RealPlayer subscriptions and software.•Used RightNow CRM to work service requests and provided support utilizing VKB, remote access software, Windows System Logs and external resources.•Reported bugs and issues to development team.•Performed account maintenance when requested by customer.•De-escalated customers and worked to resolve issues.•Participated in a mentorship program assisting new hires with QA scores.