Feb 2025 – Dec 2025 · 10 mos · Remote

• Direct a global operations team comprising over 150 Microsoft Ambassadors across multiple regions, fostering a high-performance culture and continuous skill development.
• Develop and execute quarterly strategic plans aligned with corporate objectives, driving sustained business growth and operational excellence.
• Lead organizational restructuring initiatives to optimize workflows and enhance alignment with evolving business goals, improving operational efficiency by 18%.
• Oversee workforce management (WFM) and forecasting to guarantee seamless 24/7 multilingual support across eight languages, ensuring consistent service coverage and resource utilization.
• Coordinate cross-functional collaboration with product teams by collecting and analyzing customer and market insights, influencing product development roadmaps, and strategic priorities.
• Champion Product-Led Growth (PLG) initiatives, promoting adoption and engagement that boost customer success and revenue generation.
• Implement performance metrics and KPIs to monitor team effectiveness, driving continuous improvement and accountability.
• Manage risk and resolve escalations swiftly to maintain operational stability and high customer satisfaction standards.
• Streamline communication channels and reporting processes across global teams, increasing transparency and decision-making speed by 22%.

Mar 2024 – Feb 2025 · 11 mos · Remote

• Spearheaded the launch of a new proactive line of business (LOB), establishing operational frameworks and workflows from inception to execution.
• Directed six cross-functional teams, each comprising 13 ambassadors, overseeing two distinct LOBs, reactive and proactive, to drive cohesive performance.
• Scaled proven strategies across both LOBs, replicating success and ensuring consistency in service delivery and operational standards.
• Optimized the recruitment process by refining candidate sourcing methods, resulting in higher-quality hires and improved talent alignment with organizational needs.
• Met all 10 critical KPIs for the newly launched LOB within the initial three weeks, accelerating operational readiness and market penetration.
• Enhanced team productivity and engagement through targeted coaching and structured communication channels, boosting overall output by 42%.
• Implemented robust reporting mechanisms and performance tracking systems, enabling data-driven decision-making and continuous process improvements.
• Collaborated closely with senior leadership to align operational initiatives with strategic business goals, contributing to a 15% growth in customer satisfaction scores.

Feb 2024 – Mar 2024 · 1 mo · Remote

• Supervised a team of 17 Business Advisors, driving daily operations and fostering a collaborative environment to maximize performance.
• Elevated SSAT (Service Satisfaction Assessment Test) scores significantly, increasing from 165 to 192.8 within three weeks through targeted coaching and process improvements.
• Designed and maintained comprehensive reports, performance trackers, and business dashboards to monitor key metrics and inform strategic decisions.
• Identified operational inefficiencies by analyzing workflows, subsequently recommending and implementing solutions to close process gaps.
• Accelerated business growth by enhancing team capabilities and streamlining client interactions, resulting in growth from 11% to 41% within the tenure.
• Facilitated cross-departmental communication to ensure alignment of technical support goals with broader organizational objectives.
• Coached team members on best practices and skill development, reinforcing a culture of continuous improvement and accountability.

Jun 2022 – Mar 2024 · 1 yr 9 mos

• Directed end-to-end management of complex customer support tickets, ensuring timely resolution and effective troubleshooting across multiple business domains.
• Enhanced system performance and reliability by continuously developing and optimizing diagnostic scripts to detect and resolve software bugs.
• Implemented and refined operational workflows and standard procedures to improve Customer Satisfaction (CSat) scores, reinforcing a culture of service excellence.
• Led and mentored a team of software engineers, cultivating a collaborative, high-performance environment focused on innovation and accountability.
• Managed critical Severity A incidents involving production outages, executing crisis response plans that minimized downtime and preserved system stability, cutting incident impact time by 25%.
• Spearheaded strategic initiatives such as the Gold-Fish Initiative to streamline workflows and reduce backlog volume, while driving business growth by securing and managing 60% of Microsoft’s client portfolio in the region, increasing regional revenue by 30%.

Mar 2020 – Jun 2022 · 2 yrs 3 mos

• Forecasted resource requirements using advanced planning techniques to support upcoming programs, enabling efficient workforce allocation and minimizing downtime.
• Directed real-time operational management to swiftly resolve challenges, maintaining seamless workflow and high service levels during peak periods.
• Managed escalation queues by optimizing response protocols and resolution processes, significantly enhancing customer satisfaction and issue turnaround times, reducing average resolution time by 23%.
• Led multilingual recruitment and staffing initiatives aligned with corporate diversity and inclusion goals, successfully scaling teams to meet dynamic business demands, increasing team headcount by 40% while maintaining retention rates above 85%.
• Enhanced performance tracking systems and revised policies and SOPs, driving continuous operational improvements and fostering a culture of excellence and compliance.

Dec 2018 – Mar 2020 · 1 yr 3 mos

• Applied advanced forecasting methodologies to accurately predict resource needs, facilitating smooth program execution and optimal workforce utilization.
• Directed real-time operational oversight and managed escalations queues, improving response efficiency and boosting overall customer satisfaction through effective resolution strategies.
• Led recruitment campaigns for multilingual teams, aligning talent acquisition with business objectives and ensuring workforce readiness for diverse language demands.
• Developed and enforced standardized policies and performance measurement systems, driving continuous process improvements and enhancing operational efficiency across departments.

Mar 2018 – Nov 2018 · 8 mos

• Handling the client's online image through Amazon for different regions.

Sep 2016 – Mar 2018 · 1 yr 6 mos