Michael D. Smith Email & Phone Number

Guyana

Redmond, Wa

Supported global lead generation, sales, tools, and retention support strategies for Microsoft commercial products and customers. Close partnership and teamwork with sales, marketing, engineering, BI, and peers to design and execute projects resulting in improved customer and advocate sales experiences, increased revenue, and productivity. Focused on prioritizing requirements based on ROI and impact while meeting privacy and security requirements. • Matured retention program from basic concepts to fully operational program• Upgraded Pre-commit sales tools and infrastructure to Microsoft Dynamics CRM platform customized for inbound sales, lead generation, and outreach • Partnered with BI/Reporting team on tools capabilities to improve reporting across sales lifecycle • Detailed Pre-commit tools strategy and roadmap tied to org’s ambitions and goals • Advocated for Microsoft’s culture transformation as v-team member• Mentored peers and team members providing coaching for performance improvement using Situational Leadership approach

Seattle, Wa

Developed a hobby into a passion through training and experience researching and documenting genealogy and family histories using a social history approach to create a real-life view of ancestors in a historical context. Researched, wrote, and published two books including a historical biography, and a reference book while volunteering with Hospice to create Books of Life for terminally ill patients.

Redmond, Wa

Built a global customer service operations team responsible for the end-to-end customer experience for Microsoft’s small business online search advertisers. Liaised closely with vendor outsource management, marketing, service operations planning and product development to represent the needs of this customer segment to boost revenue performance and customer satisfaction ratings. • Successfully launched foreign language support centers in France and Canada.• Pioneered acquisition, retention and reactivation programs to increase customer satisfaction and revenue. Revenue of reactivated accounts increased 41%. • Boosted customer satisfaction results by 37% by optimizing frontline agent skills, implementing service recovery programs and total case ownership. • Elevated business operations model by sponsoring consultant evaluation to inform optimal balance of insource/outsource support.

Bellevue, Wa

Provided leadership for global IT Service Desk for Microsoft. Functional responsibilities for quality assurance programs and root cause analysis, project management, knowledge management, e-support, business process redesign, and SLA performance using ITIL framework while overseeing on boarding of new Microsoft business, service delivery transitions, and service recovery. Recruited by Hewlett-Packard as the subject matter expert to implement the transition of Microsoft’s Global Service Desk from Redmond, Washington, to Colorado Springs, Colorado, and Dublin, Ireland. Responsible for a virtual staff of ten managers and four hourly employees.• Successfully led projects to transition existing service desk business to new onshore and offshore call centers which expanded capabilities for global service in five languages. Received Microsoft’s IT Leadership Award. • Orchestrated project to partially move global service desk call volume to India which lowered operating costs by 50% while maintaining client satisfaction, which resulted in receiving the HP Achievement Award. • Reduced operating costs $600,000 per year by spearheading a full-scale e-support solution. • Mentored team to establish best practices in service desk knowledge management which resulted in receiving the Primus Luminary Awards in 2004 and 2005. • Elevated gross margins through performance enhancing projects leading to successful contract re-negotiations.

Redmond, Wa

Drove performance of service desk operations supporting Microsoft employees and vendors in US, Latin America, and Asia Pacific regions.• Received Siemens Leadership Award for improving SLAs by reorganizing operations and implementing cost-cutting projects which boosted gross profit by 24%.• Launched a program to reduce annualized employee turnover by 43% while growing the team to 12 managers and 150 employees.• Increased overall client satisfaction ratings 56% by redesigning the Quality Assurance Team to fuel process improvements.

Everett, Washington

Multiple roles including SMB sales manager and sales engineer for the Northwest region. Created a new sales organization and partnered closely with marketing and operations for quicker deployment of high-speed data services. In every role, each year achieved top awards for exceeding sales and customer satisfaction targets. Mentored numerous employees for top awards and honors. Entire team volunteered weekly at a local elementary school for tutoring students in reading.

Ba, Business

Certificate, Memoir Writing Certificate Program

Certificate, Genealogy & Family History Certification Program