Business & Program Manager supporting Capacity & Resource Management in Industry Solutions Delivery. Programs include global Resource Management processes, role vision & future state, connecting the Resource Manager community, and change management for tools, processes, and strategic programs impacting the Resource Manager role.

Central point of contact for Area leadership and stakeholders into Shared Business Operations (SBO) and broader Business Excellence & Operations (BEO) organization, helping connect leadership to the right resources, and leading communication and change management efforts in support of capacity functions.Collaborate within SBO team matrix to support Area capacity needs for Industry Solutions Delivery, partnering closely with Finance and Domain organizations in support of capacity health and complex staffing needs.Provide Area delivery leadership support, landing capacity demand planning, budget, and quarterly forecasting.Drive clarity of Area capacity trends and outlooks.Facilitate resolution of complex staffing scenarios and escalations.

People manager of up to 25 direct reports for the U.S. Public Sector Incident Management team in Service Center. Built and manage team of Incident Managers, growing from 3 to 33 in two years, creating and aligning to capacity and hiring plan to support State and Local Government, Education, & Global Account Managed Delivery (GAMD) US Public Sector customers. Facilitate complex account alignment strategy and execution in partnership with Area Leadership and Incident Manager insight. Define and implement reporting rhythm of business with focus on organization’s objectives and key result metrics.Cultivate an environment of trust, inclusivity, growth, and empowerment shown by average WHI of 88%, Engagement Index of 88%, and Inclusion Index of 97%. Coach and support direct reports career development, with 4 landing their next opportunity in 1.5 years as their manager.What is Service Center?Service Center supports customer-facing Services roles by offloading highly repeatable tasks and centralizing delivery as services through documented process and work instructions. These services provide much needed relief, consistency in support, and allow for transformation of supported roles as required by the business.

Service Center Product Manager of Microsoft Premier/Unified Support internal delivery services in the Microsoft Services Operations Engineering team. Owning products (internal support services) end-to-end from idea to delivery. Accountable for inclusive process engineering, staffing, budget, high quality service performance, and end-user adoption in collaboration with Delivery management peers.Services include:Information Distribution—delivers quality proactive and security information directly to Premier/Unified Support customers on behalf of Technical Account Managers/Service Delivery Managers.Reactive Escalation Support—just in time help escalating reactive severity B and C reactive Premier cases internally (e.g. higher tier support engineer) on behalf of Technical Account Managers/Service Delivery Managers. Critical when in onsite meetings or out of office.Case Wellness—regional service providing weekly case reviews to support healthy case progression. Highlights cases that need attention to move cases towards resolution.Orphan Case Migration—migrates reactive cases from expired to renewed contracts to maintain quality and compliant reactive case delivery.

Service Center Communications and Field Engagement Lead responsible for landing new services and changes to existing deliverables with Microsoft internal users (aka the field).Developed and documented Service Center's global brand and voice. Maintained the field facing SharePoint site, outlining and implementing improvements as needed with the SharePoint developer. Built our communication and landing strategy and made available on an internal information repository.Americas' Field SME Liaison--provided regular updates and gathered end-user feedback of deployed services. Supporting ad hoc requests for data, information, and process within Service Center.

Worldwide primary Delivery Lead for Service Center's Information Distribution service.Final escalation point for fellow Delivery Leads WW and vendors delivering the service. Accountable for the service's success against KPIs, including meeting SLA, 99%+ quality, and rapidly changing the service to meet end-user needs.As Delivery Lead, improved and mapped out business processes in Visio, developed email templates, trained vendors to deliver the services, manage resources, and escalations of unique scenarios. Refined the bulk customer communication process with a goal of 100% accuracy in sending all customer ready Security alerts from the Service and Field Security team within Microsoft. Applied the process to delivering newsletters and proactive communications to customers.Americas' Field SME Liaison--provided regular updates and gathered end-user feedback of deployed services. Supporting ad hoc requests for data, information, and process within Service Center.

July 2015-July 2016Delivery Lead for the US Service Center's Information Distribution service. Led the global process alignment effort worldwide for the Information Distribution service, using the best practices across 7 areas (US, Latam, Canada, UK, MEA, APAC, and India). Defined and documented the new worldwide process and trained the Americas time zone staff to deliver the service.Communications Lead for the US Service Center developing the brand, identity, and icon/logo. Drove consistency in when, how, and what Service Center communicates to the supported community. Provided final approval on all email templates leveraged by vendors, announcements for new services and service enhancements, and crafts regular updates to Microsoft Services and Premier Senior Leadership & the supported community.US Field SME Liaison--provided regular updates and gathered end-user feedback of deployed services. Supporting ad hoc requests for data, information, and process within Service Center. February 2013-July 2015Service Owner for the US Service Center's Information Distribution service. Delivered and documented the US process, then trained vendor staff to deliver the service. Defined requirements for custom tooling (SMTP Host Relay email solution) to deliver thousands of emails in minutes to Premier customers.

Solved a myriad of student problems with the computer labs using customer service standards from hospitality training. Maintained computer labs in the Zell Miller Learning Center and the Main Library with up to 98 computers by ensuring functionality of the hardware.

Configured and implemented client product and internal customer relationship management system. Developed and implemented a social media calendar by analyzing the current usage and establishing a to-be process. Devised various platform reports and dashboards to analyze resource allocation, monthly sales opportunities, client profitability, and project management implementation.

Supervise part-time staff and handle daily shift duties. Communicate necessary information in shift reports, and maintain accurate information within the Property Management System.

Managed front desk staff of up to 11 student workers. Solved customer problems and managed escalations with empathy. Led new hire training and transformed the experience creating a safe environment to practice. Received 15 Hospitality H.E.R.O.E.S. Awards from the City of Athens for outstanding customer service. Implemented UpSelling program to promote additional sales and revenue for the organization. Assisted the Front Desk Manager with schedule writing, front office management, and additional special projects.

Manager on Duty for shift of up to 2 peers. Assisted the Front Desk Manager in office management.