Greater Seattle Area
Experienced at Advocacy Program Management, Channel Partners Management (including OEMs, Telco and Retailers), Call Center, Customers services, Telesales, Technical Support (Consumer & commercial), Escalation Management, Response Management/Complaint handling teams. Good communication and management skills with culturally diversified teams. Has regional/EMEA/ NA business experience. Excellent communications and people management skills; a team player working on both emerging and mature markets. Target oriented and always looking for opportunities and challenges in severe competitive environments. Specialties: Customer obsessed, good communication skills, people management, call center, contact center, operation center, Telesales, Technical Sales, support center, customer services, technical support, partner support, project management, program management, Remote Management.
Americas Region Customer and Field Engagement Team BPM Manager.
Managing Advocacy/Recovery programs and delivery operations for Americas including ELP (Exec, Legal, Press). Team’s focus is to learn from every interaction and advocate for an effortless support experience. We do this by resolving broken customer experiences that fall outside of the support model, turning defects into actionable data, and driving initiatives that bring solutions closer to the customer by design. Responsibilities: • Designing and coordinating advocacy offerings within the internal CSS team and with the Product Groups (Azure, windows, Office CXP and Devices). • Constantly work on creating positive, customer obsessed culture within the team and across the regions. • Collaborating and Engaging across the company with business stakeholders for the high visible, high risk escalations to drive resolution and providing post-mortem of the issues to avoid future Re-Escalations. • Team Empowerment: - Work with Product Groups to empower every single Relationship Manager to be able to deliver world class customer service support experience for customer retention furthermore for creating Microsoft fans. – Mentor/motivate/inspire team members to feel empowered and accountable through the escalation handling. Encourage every RM to be customer hero and be the true example of customer obsessed employee. • Identify gaps and support offering and improve services within CSS • Support, motivate, empower team to improve both operations health and KPIs.
Managed Microsoft call center teams at the vendor site reporting to company GM. Customer Services: Call Center Entry level teams (444 MSTR) Telesales Operations: Level 2 teams- handles only outbound Technical Support: Premier Support: Enterprise customers technical support teams Professional Support (Partner Support): Microsoft Partners support teams Consumer Support: End user support teams Product Activation teams: 2nd level after automatic activations-Product activation support teams (0800 211 3939) • Were responsible for team of 70 employees from CS, TS and PA and their performance and motivation • Made sure that all the teams served according to Microsoft values; achieved high customer satisfaction,meet sales targets and service level on each teams • Continuously followed up call center metrics to be aligned the contract with Microsoft. • Continuously listed to the calls and monitored the agent’s call quality and did the calibration meetings with the quality department and took necessary actions; soft skill, product, licensing, team player trainings etc. • COPC Certified
Help the students in the laboratory for solving the problems and mentoring them for the computer programming projects. Help the instructors to prepare homework assignments and also grading.
Responsibe computer hardware sales to the partners and retailers
Were responsible of purchasing computer parts and apparels from Far East and Europe.