In my current role as a Customer Advisor at Microsoft, I have the opportunity to switch between 4 different areas of expertise depending on my skills and interests.Event Logistics:My team and I played a key role in organizing and executing high-profile NYC Microsoft marketing and partner events that enhanced the Microsoft brand image. This work entails event planning, event setup, technology deployment/ troubleshooting, scheduling and hosting the event itself. Some of the events we hosted include D USA tech immersive fair, NRF Microsoft retail showcase, Surface launch showcase, Games for Change Summit and Xbox Discovery Days, among others.Small Business Sales:I provide admin support for SMB consultations by managing operational workflow with CRM and outreach incoming leads from the sales floor at the Microsoft Experience Center. Depending on the situation, I also lead consultations if technical knowledge is needed within the customer conversation. In relation to this, I have provided product training to other colleagues on the benefits of M365 for business and Surface for business.Enterprise Demo Showcases: I work and collaborate with many colleagues across various Microsoft organizations to create customized and engaging demos based on the enterprise customer’s needs. Some of the key solutions that we showcase at our location include Surface for business, Teams Room, HoloLens, Viva platform and Microsoft CoPilot.Tech Support:Due to pervious experience, I provide training and guidance to my colleagues on the basics of how to troubleshoot various Windows software issues, Surface hardware/ driver issues, and M365 software issues. I also help with resolving technical issues that are escalated by customers or referred to by my peers. This contributes to our high customer satisfaction ratings for our tech services at the NYC Microsoft Experience Center, where we average 4.4 out of 5 from our consumer and business customers who seek our help.

As a Training Associate, I enjoyed the chance to train many clients remotely with global outreach. My role involved 2 main responsibilities, which are:Conduct user trainings to employees of various companies on how to use Microsoft products efficiently. I specialized in training on Microsoft Teams, One Drive, SharePoint, Outlook, Windows, Sway and Minecraft for EDU. I trained various organizations such as JP Morgan, CUNY and the US Navy with an average user feedback survey score of 9 out of 10 during my tenure as a training associate.Lead and conducted online free community sessions on Microsoft-related topics such as LinkedIn Resume builder, Code.Org and Fundamentals of Minecraft Block based coding. This had a positive impact in my last few months before moving to a new role as we were working with and delivering some of these types of sessions for various school districts in the NYC Metro area.

As a Service Advisor for Microsoft Answer Desk, I gained valuable technical skills and helped customers with their needs related to the Microsoft ecosystem. My role involved 3 main responsibilities, which are:Providing technical support to Microsoft consumer and business customers. I solved technical issues related to Windows, Office, O365 for Business, Surface, OEM hardware, Xbox and Windows Phone. I also learned how to work with other platforms such as macOS, iOS, ipadOS and Android in relation of troubleshooting Microsoft products. My team and I achieved an average case resolution of 720 per week in FY 18, showcasing the high demand for the services my team provided. Assisting with gaming and Esports events related with Microsoft. I was responsible for setting up and maintaining the devices for the events, troubleshooting or replacing any faulty devices, and giving technical advice to the gaming coordinator based on the event requirements.Participating in a beta program with the Outlook Mobile technical team. I provided live chat support within the Outlook Mobile App, helping users with email connection errors, app navigation, crashes and bug reports. My team and I closed an average of 1100 tickets per month with a customer feedback score of 4.7 out of 5.

As a Product Advisor at Microsoft, I learned the basics of customer engagement in the technology industry through two main tasks:I offered tailored personal shopping experiences for customers who visited the Microsoft Specialty Store. I helped them find the best Microsoft technology for their needs and lifestyle, such as Xbox, Surface, Windows phone and select OEMs. I also provided setup services where I customized the device and software according to the customer's preferences or my recommendations. My personal shopping skills contributed to about $700k in sales during FY 2014.I delivered personal fundamentals training sessions on Word, Excel, PowerPoint, Outlook and Windows for customers who wanted to learn more about these products. This was a free service that we offered as a value-added benefit for our customers who had questions or issues with certain topics.

Cashier at TargetPerformed transactions on POS with cash & credit card. Provided training & support for new cashiers and set them up for success. Assisted team members in other responsibilities when needed.