William Tatum Email and Phone Number

Managed 8 FTE and 3 vendors across 3 business applications for Enterprise Office 365 Services support. Products supported included SharePoint On-Premise, SharePoint Dedicated and Yammer (Broad Commercial and Premier). Downstream, this included management of the Technical Advisor teams, over 70 Service Engineers and 70 Enterprise level customer engagements on a daily basis. Responsibilities included re-designing the support model to drive operational improvement, driving constant improvement in training, agent capacity, reporting, management, and agent performance.

Managed $5M YoY spend, 7 FTE, 3 vendors across 3 business segments WW including over 100 customer representatives and 600 customer engagements daily. Implemented and managed various proactive and reactive business models such as support and services delivery, account management, and onboarding programs. Designed an operationally effective environment to drive ongoing improvement in training, agent capacity, business reporting, operational efficiencies/costs, and agent performance. Responsible for driving relationships directly with business groups to successfully execute long term strategies and meet corporate goals.

Managed $8M YoY spend, 8 FTE and multiple region off-shore vendor support teams maintaining hundreds of service professionals to deliver best-in-class Tier 1 Support Services and Global escalation services to support our North America Microsoft Office customers. Successfully led high performing teams to deliver the high quality support to customers and provide in-depth, data-driven feedback to product teams that resulted in product improvement for in-market and in development software and services. Collaborated heavily with in house Product Groups and Support Teams to align company wide initiatives across multiple organizations by developing and executing action plans to improve product functionality and the customers' experience in current and next version product releases. Experience with 5 major Microsoft Office go to market releases over 10+ years. Successfully managed in-region and global launches to drive consistency in oversight and results. Developed multiple function high performing teams by setting high attainable goals and producing results while maintaining high morale.

Managed 9 FTE to deliver technical oversight and operations of vendor services as well as provide product feedback to engineering. Managed highly technical and tenured staff resulting in high quality customer experiences and timely solutions when delivering support to customers (40,000+ inquiries per month)Experience in successfully analyzing call center operational models to drive efficiencies, improve customer experiences and develop more effective handling procedures.Experience in successfully transitioning large volume businesses between low-cost, mid-cost and high-cost labor markets.Managed outsourced vendors both onshore and offshore resulting in highly collaborative, trusting, agile and creative partnerships. These partnerships have also resulted in meeting both short-term and long-term business goals.

Managed deeply technical issues considered urgent and business impacting to both Consumer and Enterprise level customers.