Robin Edelmann Email & Phone Number

- Measured and reporting on customer experience, product utilization,consumed content, and realization of value drivers to key stakeholders at a global level- Analyzed support work to proactively mitigate risk throughout supportteams to ensure a streamlined program support process to support thegrowth of our partners- Served as a trusted advisor for in-depth technical and subject matterexpertise related to the SaaS and OnPremises reseller program,guiding teams and customers towards mutual success- Leveraged deep technical knowledge to resolve complex issuesglobally, ensuring consistent and effective service delivery aligned withcustomer needs and satisfaction metrics.- Functioned as a trusted advisor on support delivery, driving initiativesto optimize customer success and operational efficiency.

Charlotte, North Carolina, United States

- Supported technical readiness and process adherence for frontlineengineers, ensuring they were well-prepared to deliver consistentsupport experiences.- Provided actionable feedback to support and product teams,contributing to ongoing improvements in service delivery and productfeatures.- Offered technical expertise and guidance within the SaaS andOnPremises reseller program, assisting teams and customers withtroubleshooting and basic technical inquiries.- Assisted in skills-gap analysis and participated in technical mentorshipprograms, helping to onboard new team members and enhance teamcapabilities.- Contributed to issue resolution and service delivery efforts,collaborating with global teams to address customer concerns andimprove service outcomes.

Charlotte, North Carolina, United States

Remote

• Microsoft Partner Network and Cloud Solution Provider subject matter expert• Delivered program presentations, demonstrations, and reference materials for enablement• Owned communications between customer and internal resolution teams to resolve blockers• Drove urgency across teams as a team player between internal and external Microsoft teams• Maintained holistic view of memberships and programs to give objective assessments• Shared aggregated practical knowledge throughout multiple CSS teams

Valencia Ca

• Dedicated Microsoft Partner Network subject matter expert • Collaborate with multiple teams for membership retention, upgrades, and benefit utilization• Act as strong team member to share knowledge to increase success across team • Regularly exceeded Key Performance Indicators and targets set

Greater Los Angeles Area

• Managed high volume of inbound call and email customer support • Regularly maintain knowledge of a changing program and benefits architecture• Maintained follow up and escalation processes for customer satisfaction and resolution of issues• Regularly exceeded Key Performance Indicators and targets set

Greater Chicago Area

Ambitiously formed the first Chicago based men’s roller derby league with a higher then expected member of nearly 30.Established relationship foundations with historically unwelcoming women’s leagues with interpersonal skills, diplomacy, and persistence.Managed and directed new member intake possessing to include the data entry of each members personal and league information, charter membership and maintain the resulting database.

• Adapted to each office assignment needs and regulations through quick learning• Analyzed and managed inbound file work for storage and outbound deployment

Lombard, Il

• Owned communications between clients or field engineers to coordinating, execute and deliver testing• Reviewed tests for standardized compliances and gave recommendations to address failure materials• Developed and maintained project level and laboratory calibration workloads through Excel• Managed chain of custody and testing of 100 daily average soil samples• Responsible for inventory, maintenance and calibration cadence of laboratory and testing equipment

Greater Chicago Area

Coordinated up to 50 weekly signage packages from corporate for newly arrived and displayed products as well as for already displayed product.Maintained all product information context through-out the products floor life to assure information accuracy and desired aesthetics.Set product displays according to corporate planned schematics as well as set custom displays for non-corporate planned schematics to assure product flow. Assisted and checked out customers in locating the products they were seeking.

West Dundee, Il

Verify accuracy of at least 20 incoming product orders from manufactures daily against purchase orders and organize new product inventory in order to price, display or add product.Involved in daily tasks of maintaining front end product inventory from back stock inventory to insure each customer has as much product available as possible. Engage with customers to insure they leave with all the items needed for their party needs including placing customer orders for products.

Schaumburg, Il

Assisted customers with sales returns, product location, and sales discrepancies at customer service counter. Going farther to assisted customers on sale floor with product explanations, locating out of stock product at other store locations, and obtaining product from warehouse. Managed up to 14 seasonal cashiers during high traffic for high quality customer service and troubleshooting register or sales complications.

Bachelor'S Degree, Earth Science

Full Stack Web Development Certification, Computer Software Engineering