Sandy Grimes Email & Phone Number

Issaquah

Cloud Support Planner - Identifying & managing the keys to successful advocates’ readiness with each launch of new offerings, experiences, or features through dependency identification, roadmap planning, and delivery assessment for multiple teams both internally & externally to Microsoft, for all global regions, by: • Designing the Experience: Leverage strategic partnerships (internal/external) to build assisted support experiences utilizing the offerings portfolio & alignment to program strategy. Includes assessment of program feasibility (timeline, resources and cost, ROI), build out of partner facing support experiences and the hand off to Service Delivery and IT/Engineering for agent tools that are innovative and leverage cost effective industry best practices.• Deploying the Experience: Engage with key stakeholders to gain agreement on the intended experience and secure resources/budget to execute the plan. Facilitate strong partnerships across our planning teams, release management, training/content, and service delivery to take to market the designed experience executing the support strategy. This includes sign-off on identification/mitigation of top issues, volume forecasts, agent readiness plans, support processes, tools & infrastructure and communications through the wider virtual team.• Governing the Experience: Through rigorous experience reviews, inspect the outcomes/ROI for each assisted support experience. Represent these results to key stakeholders by lifecycle, product or line of business as appropriate. Adjust business plans and execution as needed.• Ensuring ongoing quality & improvement of the global support experience and Partner experience for defined areas of the Microsoft Partner Network & Cloud Solution Provider. • Continuously improving global teams' problem-solving skills, case management and customer service skills and promoting continued learning, self-study, and contributions to team knowledge (workflows, processes, policies etc.)

Greater Seattle Area

•Review and signoff on volume Forecast• Conduct Vendor Business Reviews and Weekly operational reviews – Partnering with vendors to achieve set targets• Audit and submit invoice approval• Drive vendor execution of action plans for performance improvement• Drive performance or cost improvement projects• Manage the deliverables to the release readiness at assigned sites• Partner to define, develop, and deploy integrated services, support model, process flows, policies, resources, and toolsets as it relates to product/service/process improvement releases

Greater Seattle Area

On-boarded and managed new contact center programs, improving existing processes and consolidating knowledge management system with existing Microsoft systems. Applied project management practices, to develop a customizable program management structure that drove significantly improved customer experience and agent performance.

Greater Seattle Area

Identified root causes of customer and client feedback regarding incident handling that focused on increasing QoS while maintaining substantial cost savings in the offshore marketProvided actionable, customized and immediate feedback to agents, team managers, and Service Delivery Managers (SDM) / Vendor Account Managers (VAM) regarding areas of strength and opportunities for performance improvement Audited people, process and tools using COPC methodologies for compliance to an established Quality Management Framework

Greater Seattle Area

Key Duties Included-Measure and increase the quality, consistency, and reliability of services provided by CSS agents through call monitoring and coaching. Utilize expertise within customer care, process, technical knowledge, and routing for all segments of service delivery (Customer Representative, Electronic Customer Representative and Technical Router) to measure level of quality and provide constructive feedback regarding opportunities to improve. Built detailed monthly quality reports for the CSS Leadership Team. Partnered with Vendor Account Managers, Team Managers, Training Specialist, and Quality Assurance Manager regarding the performance of their staff, accuracy of content, and CSS quality issues which impact client relations.

Greater Seattle Area

Key duties included: Providing sales, feature/functionality and licensing information to strategic Microsoft Business Partners (Resellers, LARS, System Integrators and OEM System Builders, Inside Sales Reps) regarding all Microsoft products, licensing and programs including TechNet and MSDN. Other duties included:Directing customers on how and where to locate product information, technical information and assist with website navigation.Redirect customers to appropriate groups within and outside of PSS as necessary. Maintain business goals for productivity, call coaching, tracking and other statistics. Projects include: 1. Answering escalated licensing questions submitted through the CRM tool from Sales Representatives in the field. 2. Answer emails from all three of the Sales Escalation Queue’s. I provide detailed licensing, program and product information on the escalated emails forwarded to the queues. 3. Managed the Retail Sales Desk email box- Answered questions from our Retail Sales partners regarding team Microsoft Online training aka Expert Zone. I also provided suggestions and feedback to the Program Manager on the how the program can be improved or if there are any issues affecting the Sales Desk. I worked closely with the PM and the vendors in order to provide quick accurate answers to the Retail Sales partners.

Greater Seattle Area

Key duties included: Answering “first touch” customer e-mail requests. Entering appropriate data entry and routing for all levels of product support requests. Meet or exceed all call handling expectations, including high call coaching scores, schedule adherence, routing accuracy, and appropriate escalation handling.Email-Support Acting Team Manager- Acted as point of contact when the team manager was out of office. Assisted with e-mail escalation issues and worked with the customer‘s through resolution.Lead for MSN Gaming Zone Billing- Handled all customer escalations.Facilitated and delivered training on two specialized email queues to my teammates. Which provided more consistent coverage for the time sensitive queue’sDelivered a presentation to the 24/7 team within PSS on best e-mail handling practices. Analyzed and provided a detailed report on the MSN Gaming Zone Billing process. This resulted in our team taking on the new business.Traveled to Santa Clara to conduct an overview of the Interwise tool and technical support process. This resulted in our team taking on the new business.