• Manage day to day operations, results & relationship with Outsourced Delivery Partners – ensuring operational targets are met/exceeded.• Drive Delivery Partner performance via operational levers e.g., Training & Quality, as well as owning & tracking Get-to-Green plans.• Drive results through collaboration and innovation with both Delivery Partner and internal stakeholders; review and provide gap analysis on overall product/service lifecycle experience.• Identify opportunities to expand usage of our products & services; reduce churn; increase Net Promoter Score and Customer Satisfaction.• Develop end-to-end understanding of what drives customer dissatisfaction/churn and what incents them to stay on the product/service to optimize the experience.• Identify and remove blockers across all aspects of the business e.g., processes, procedures & workflow designs.• Manage complex customer escalations to resolution, use insights learned & help prevent similar situations in the future.• Proactive identification & prevention of issues through Delivery Partner feedback, business reviews, performance analysis & readiness.• Smooth implementation of Tools, Trainings and Processes – ensuring operational risks are identified and mitigated.• Engage with Delivery Partner and internal Sales teams on mission critical operational escalations.• Provide subject matter expertise on Tools, Readiness and Processes to internal stakeholders• Lead Weekly Business Reviews and collaborate with SDM on MBR & QBR

• Manage five Outsourced Contact Center Suppliers that provide Customer Service & Support to Microsoft customers through their 18 global sites and 4000+ agents, supporting 25+ languages, and 20+ lines of businesses. • Lead infrastructure projects with third party IT teams to ensure success of site launches, site migrations, support of new Microsoft product launches, site close, new tool launches, software changes and hardware changes.• Liaison between suppliers, business units, and customers while advocating on behalf of each to produce business requirements, communicate limitations, while meeting and exceeding the needs of the business units.• Business Continuity – Develop Integrated Business continuity plans with BPOs to integrate with internal client’s recovery plans and audit the quarterly execution of BC testing by BPOs.• Audit and Compliance - Carry out ongoing audits of all outsource locations, agent locations as well as of BPO datacenter and ISP egress point.• Build and manage the professional relationships with internal and external partners and cultivate those relationships to enable exchange of ideas allowing for ongoing customer service improvements.• Drive Cost Savings - Identifies cost saving opportunities for consideration by the engagement services team and take accountability in delivering committed savings.• Review Supplier IT performance and identify areas of improvement and risk, while creating a plan to mitigate any deficiencies.

• Responsible for Customers Service & Support Delivery within multiple regions (Panama City - Panama, Hyderabad – India, Krefeld – Germany; Warsaw – Poland; Lisbon - Portugal).• Primary business contact for the Client, responsible for client communications, conflict resolution, compliance on client deliverables and account profitability.• Build and manage relationships with multiple client contacts, responsible for ensuring that all deliverables are tracked and met in a timely manner, escalating any issues that will prevent achievement of KPIs.• Explore and identify opportunities for account growth and new business implementation.• Communicate and represent the client's goals and interests to the internal teams.• Financial responsibility for running of the programs, including budget, P&L, profitability, forecast, actuals and invoicing. Actively support all RFP & RFI.• Lead best practice sharing process across multiple regions and business segments, to align performance and operational excellency for the client as well as synergies with other major clients; Provide regular communication between the client and the internal teams.• Facilitate high level strategic business reviews with senior Client outsourcing management.• Actively engage in any Site visit from potential new Clients and work with the Sales & Marketing team on the presentation delivery.

• Mentored and supported the Senior Operation Managers as well as assisted with remote management of large operational teams globally (over 350 FTEs);• Drive global process consistency and optimization across multiple sites, contact channels and languages.• Led on-site support for all new business launches e.g.: LATAM – Brazil and Colombia; APAC – India; EMEA – Morocco; Assisted LATAM business launch as a Training Manager (2 languages; + 250 people).• Worked closely with the regional quality managers and support/develop quality improvement action plans & quality framework grid. Led trainer certification process in APAC and LATAM; support Client in training/content development.• Shared global best practices with local management on new markets and provide operations management support post-launches.• Identified potential cost saving opportunities and define process strategy for achievement.• Managed large operational teams globally and assure the achievement of KPIs and goals.

• Responsible for daily managing the Portuguese Microsoft Team.• Acted as SME and trainer for launch of new CSS services in India (Hyderabad).• Supported the Microsoft NA CSS Post-Sales operations as interim Operations Manager in Panama.• Accountable for the team KPI´s and operational metrics.• Coordinated of any client change control requests and assure appropriate implementation.• Direct involvement in the recruitment, selection, induction training and ongoing skills development for all Agents/Advisors in the team, ensuring we attract and retain the best talent.• Creation and follow up of Quality Procedures, Workflows and Schedules.• Escalation points for High Level customer complaint’s handling.• Delivered Microsoft Technologies training to the team and provide individual improvement plans to the team.• Pilot projects implementation, support, and reporting elaboration.