 At Tier 4 level, handled high risk escalations that reach Microsoft via Executive, Legal, Press and other paths outside of standard support channels.  Focus areas include: After-sale Devices (Xbox, Surface, Band and Microsoft Phones), Account &Billing and Sales, Technical and Advocacy Intake.  Provided goodwill and white glove support by listening to and addressing customers’ holistic experience. Co-worked with internal processes including supply chain, call centers, legal and social media team to elaborate on insightful, optimized resolutions for consumers.  Provided daily escalation reports with outstanding case-review scores and replied to complaint channels (e.g. AIC in mainland China, ACCC in Australia, HK consumer council, Dept. of Justice in USA) representing Microsoft Corporation. Protected company’s values, branding and public image via comprehensive complaint process handlings.

Managed DJI's complaints department with agents working in domestic and overseas consumers' highest-level complaints.

 Ultrasonic welding of aluminum splices for electrical connections SEM (Scanning electron microscopy) with element analysis (EDS) 3D μsurf confocal surface measuring  Document translation between English and German of lab reports

 Gave weekly 2-hour sessions to students in Calculus and Differential Equation classes.