Microsoft Account and Skype Consumer Support• Responsible for driving support readiness, operational efficiency, and customer satisfaction.• Managed 3 outsourced vendor/suppliers worldwide across 2 product segments including over 200 customer support representatives and 5K daily customer interactions.• Consistently exceeded CSAT targets and other key performance metrics including service level and handle time. Led multiple strategic initiatives and engaged with business and product engineering groups to improve customer experience and reduce overall incident volume.

Bing Consumer Support• Accountable for customer and agent support experience.• Primary owner for Bing Rewards Support. Successfully managed support operations in constantly changing environment, including migration to new vendor/supplier, key stakeholder turnover, and rapid growth in program user base.• Contributed to lifetime loyalty business that helped drive Bing Market share and customer satisfaction.

Bing Cashback• Collaborated with business and product teams to help innovate on support model and processes.• Provided content and facilitated training for support staff. • Partnered with Microsoft Global Outsourcing to ensure statement of work is adhered to.