Romania
With 17+ years of experience in customer service across multicultural IT corporations, I specialize in navigating complex customer situations with empathy, diplomacy, and analytical thinking. My expertise lies in managing critical issues and escalations, ensuring positive outcomes that strengthen both customer trust and company success. I am passionate about building strong relationships, fostering talent, and creating collaborative environments where individuals and teams can thrive. My fluency in English, German, and Dutch allows me to effectively engage with diverse teams and stakeholders across regions. Currently, I serve as a Partner Technical Advisor and POD Lead for M365 in EMEA, focusing on small and medium business customers. In this role, I work closely with partners to deliver impactful customer support and ensure technical excellence. I am also a graduate of the Microsoft Aspiring People Manager Programme and a Certified Trainer in CSS, further reinforcing my dedication to people development and knowledge sharing
• Provide technical and SME coaching for Delivery Partner (DP) Engineers/Advocates • Partner with the Support Delivery Manager (SDM) and CSS Training teams to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable. • Own case management duties (incoming inspection, escalations, tech reviews/triage, wellness, reduced time to... measures) • Provide Readiness Content (identify need for and create content; contribute to readiness efforts where you are the Subject Matter Expert (SME)) • Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process) • Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working with Stakeholders like Supportability Program Managers) • Release Management and Deployment for Delivery Partners (ensure it happens, do not own directly) • As a technical/program SME, collaborate with all stakeholders to identify and recommend technical/program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond. • Provide Frontline Technical or Sales Operations Oversight to Delivery Partners • Provide Frontline Operations Metrics Oversight • Participate in DP ROB (WBR/QBR/MBR) • Participate in Product Group Triages (coordinated with Eng. and Service TAs) • Approval of escalations to product group on behalf of DP (known as ICMs, Bugs or similar – varies by SBU) Drive Down Speed or Time to Competency for DP Resources • Participate in Technical and SME Interviews for New PTA Hires • Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise) • Run Non-Top Box and Deviation Analysis (including Approval) • Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.
• Ensure quality implementation of solutions/capabilities to improve speed, quality, value, reduce issue recurrence • Increase low cost (FOF) issue resolution. • Contribute to the success of frontline teams through mentoring and training • Identify knowledge gaps in the frontline teams and grow the technical depth of the specialty / cluster • Participation in technical communities that support front-line engineers and agents such as team meetings, appropriate social media, team portals, etc.. • Develop and grow skills aligned to Microsoft's Cloud and Devices strategy as well as to Microsoft Digital, Services, and Success strategy • Implement processes, practices, and policies • Meet reporting requirements • Achieve role goals, while adopting best practices for operational management leveraging trend analysis
• Level 2/3 Technical support for Microsoft Office applications, Office 365, Office -SharePoint-Integration • supporting generally German speaking customers, but also other languages (Dutch, English), to solve highly technical problems in an efficient timely manner • Following processes to solve highly technical problems of customers, using tools like internal Diagnostics-tools (SDP), MSSolve, Visual KB, BugCheck, Offbug, Virtual PC, HyperV, Process Monitor, Process Explorer, Network Monitor, WinDebug etc. • Collaborating with others, cross-collaboration with different teams and PFE’s • Acting as mentor for newcomers in the team to increase support efficiency • Acting as subject matter expert for Excel related issues • Contribute technical feedback for performance evaluations of Engineers. • Ensure Engineers meet case wellness guidelines • Develop Workshops, Deliver customized health checks, supportability reviews, workshops, expert round tables, risk assessments • Manage customer escalations and recognize when to solicit additional help. • Demonstrate ability to recover from dissatisfied-customer situations • Running projects and trainings to drive the efficiency of the support (WikiBit Sessions, brownbags)
• First and second level support for Microsoft Office applications, • Technical support for office applications for Dutch, Nordic and German • Following processes to solve technical problems of customers, using tools like Clarify, Visual KB. • Collaborating with other teams