Keith Pope Email and Phone Number

Manage staff handling Commercial Online Concierge Support for North American Partner, MSDN, TechNet and Small Business subscribers via Chat and E-mail support.Manage off-site vendor handling Consumer Technical Support for PRC & HKG via Phone, E-mail and Community support. Manage off-site vendor handling Consumer Technical Support for North America Client Applications via Web and Community.Deliver operational results for PRC, HKG, NA and OLC team through monthly and quarterly business reviews with global leadership team.Engage global business, marketing & development Groups to drive improved product quality, communications and offerings.Partner with global CS, Training and Release Management teams in order to ensure vendor preparation for upcoming product launches, marketing campaigns and critically impacting issues.Work closely with MGO on budgeting, operational and volume forecasting - providing updates and feedback on a monthly basis based on actual incoming volumes.Design standardized forecasting and vendor reporting process methodology for APGC to improve regional consistency.Develop annual budgeting, resource allocation and headcount requirements for on-site vendor staff.Develop and distribute VOTC & ROB summary reporting to local and global stakeholders.Work with local and global tools teams to launch new tools and increase efficiency of existing tools.Oversee implementation of incident deflection solutions (auto responders, community support and IVR alerts) in order to drive volume reduction, reduced costs and an improved customer experience

Monitor global performance metrics for all sites handling Microsoft Social and Windows Client customer contacts; with focus on Incident Rate, CSAT, MPI and Support Cost trending.Ongoing evaluation of existing support policies and procedures in order to identify and implement best practices specific to a particular market.Define and create report metrics reflecting cost analysis, top issue drivers, trending and overall performance of worldwide support.Drive financial performance and efficiency through support cost reduction and tools/automation implementation.Work directly with product and business development teams; with focus on support preparation for upcoming releases and driving feature changes to existing products in order to address needs of the customers.Define content development needs and maintenance requirements for internal and customer facing materials related to self-help and improved resolution times.Focus on cross team collaboration and relationship building across multiple internal organizations both locally and worldwide.