Managing Dynamics 365 Finance and Operations & Business Central (Navision) Tier 3 Technical Support Teams.Driving the overall performance of the support function by guiding Team Members and making strategic decisions to ensure consistent performance.Developing and maintaining strong relationships with Stakeholders, addressing escalated issues and ensuring a high level of satisfaction.Tracking key performance indicators (KPIs) to measure the effectiveness of the operations and driving improvements based on data-driven insights.

Implementing strategies designed to achieve planned goals.Taking the role of the Data Analyst, creating multiple Power BI Dashboards.Responsible for the day-to-day supervision of a group of sales advocates including work and attendance monitoring in accordance with organization policy.Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.Communicate expectations to employees and provide timely updates.Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.

Providing floor support, coaching and knowledge sessions to guide different advocates to achieve their business objectives.Assisting in driving the required metrics of the team.Monitoring closure of service levels regularly.Ensuring prompt escalations to the Team Manager.Supervise team in the absence of the Team Manager.Monitoring performance and quality scores of the team.Launched Sales Lines of Business for Microsoft (Azure Lines of Business in EMEA region).

Proactively engaging with clients to understand their business needs and challenges.Demonstrate in-depth knowledge of Microsoft products and services.Provide personalized solutions tailored to customer requirements.Cultivate strong client relationships to enhance customer satisfaction and loyalty.Quickly adapt to changes in product offerings and market dynamics.Work collaboratively with internal teams to ensure a seamless customer experience.Effectively address customer concerns, ensuring prompt issue resolution.Selling all Microsoft Products Categories: PowerPlatform, Dynamics, Modern Workplace & Azure

Providing comprehensive support for account-related issues and business inquiries.Meeting and exceeding key performance indicators (KPIs).Flexibility in handling different types of seller inquiries.Clear and concise verbal communication.Professional written communication for responding to emails and messages.

Assisting Spanish Customers in the return of their devices and applying refunds.Acting as a Shift-Leader, being responsible for dispatching cases to the team.Building and sharing reports to provide insights to our stakeholders.