Worked with Dynamics to create the best experience for customer support engineers for Swarming. Successfully launched a pilot for Swarming, and made a long term plan with our partner teams to make sure that the features keep getting better, and help MS support save money by moving them from an old system to Swarming. Analyzed the data of over 500 ASAT comments, to identify items that will have the biggest effect on the ASAT scores for both email and Survey across consumer and commercial LOBs. Solved key issues in the system, that were preventing agents from doing basic tasks such as sending attachments, copy & paste, etc. which led to an increase from 1.95 ASAT score to 2.54 in only 6 months for Commercial and 2.0 to 2.35 for Consumer. Finished onboarding the final LOBs for consumer into the email and survey space Investigate Copilot and the use of AI to improve a key email experience, outline the requirements which will eventually result in an increase of ASAT by .05 points overall, and .24 pts in the email space Keep delivering on key functionality that will improve compliance with Data protection policies and security requirements. Started creating a smooth communication with stakeholder and partners to make sure they are updated with each progress and step taken

Moved and integrated all the different consumer and commercial businesses from a different support tool and helped to determine and establish how their business will be classified in the bigger support tool system for Microsoft. Explored unclear projects to find the best outcome, which ultimately led to saving the team time and money. Helped to discover key features needed for migration Worked on Chat and voice features such as audio notifications, unread messages Leading key discussions around the Consumer LOBs for Support area path, Root cause, and Knowledge Management. Delivery of Case Exchange to DFM, pushing privacy & security reviews to ensure the current pipeline for case exchange is compliant, Demo for Gartner, and other key discussions around consent, and extensibility Created a way to make the SAP experience more smooth and developed a way to enable it to be completely self sufficient and not depend on engineering intervention when the business needs to make updates, which will result in a noticeable amount of engineering capacity being freed up for other features. Launched features that resulted in an increase to ASAT scores being the top most requested item, for an improved SAP filter experience in DFM

Currently working to build the next generation Customer Service Experience for Omni-Channel in Microsoft Dynamics 365 Created and lead the development of tools for Microsoft Customer Support Engineers/Agents to improve their efficiency and help them deliver excellent customer service Supported customers during their transition to our tools and ensured they had a clear understanding of the product Worked on D365 Chat experiences, and currently working on Microsoft’s support taxonomy and pipeline/ User Experience for cross-company case collaboration

I defined and lead the creation of tools for Microsoft Customer Support Engineers/Agents to increase their productivity and decrease the amount of the time it takes them to resolve cases for customers. I helped release Knowledge Management which was under the GDPR deadline and helped to onboard over 40,000 agents and work closely with user agents across the world to improve their experience. I also worked on a variety of features from creating essential telemetry logs, Knowledge management tools, user training, establishing protocols and designs to ensure that end users were aware of changes that had been made with each build that refined the process of deployment. Many of the projects involved multi-team collaboration, working closely with engineers, driving major conversations, resolving tensions, deployment management, UX design, testing, process changes, analyzing data, and creating visualizations of data.

Serve bistro clients, consult on diets and nutrition, train new hires and work on staff catering at private events. Enjoy creating a friendly customer environment and a strong team.

Manage small teams. Including training new employees, organizing shift schedules, assigning tasks. Work with management and employees to build more effective teams. Also in charge of money and sales

Worked with Pro Club’s Dietitians to perform in-depth research into various diets and nutrition values, created recipes, menus, along with advertisements and newsletters. Acted as subject matter expert addressing specific client questions. Yearly 20/20 Bite Event- Assisted Pro Club Dietitians to organize and run the annual 20/20 educational and tasting event. Educational Blog- Wrote and edited blogs for publishing involving in-depth research.

Worked with hospital dietitians to perform in-depth research, to create recipes, organize schedules, and create marketing and presentation collateral. Specific diet guidelines- Researched and developed detailed descriptions of diet guidelines from various sources, then combined, validated, and organized information to make it easy to understand Hospice Care Schedule- Organized and edited the schedule for hospice care patients

Personal fitness consultant for regular and new clients. Analyzed diets and created individualized exercise and nutritional programs based on client research. Trained, encouraged, and motivated clients. Published weekly newsletters, created marketing material, and spoke at informal educational events.

I worked with customers and their given budgets, visions, and goals to create the best wardrobe customized for them with great success as a seasonal employee. I worked on a team of 4-6 employees to keep things organized during the most busy season.