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Skills

  • Consumer Research
  • Customer Analysis
  • Customer Care
  • Customer Service
  • Interviewing
  • Leadership
  • Management
  • Microsoft
  • Microsoft Office
  • Microsoft Windows
  • Office Assistant
  • Quality Assurance
  • Service Design
  • Technical Support

Services

  • Customer Support

    $7/hr Starting at $50 Ongoing

    Dedicated Resource

    In my most recent role I have worked as a Team Lead for Microsoft 365 Commercial Support through a freelancing platform Upwork. This highly demanding job role functioned like any other full-time position...

    Consumer ResearchCustomer AnalysisCustomer CareCustomer ServiceInterviewing

About

Experienced Team Leader | 18+ Years in Technical Support, Incident Management, and Service Excellence | Driving Performance Through Data-Driven Leadership and Customer Focus

Hi, thank you for visiting my profile. My most recent job role was working as a Team Leader in Microsoft 365 Commercial line of business. Below are the highlights of my current role:

• Supervise, monitor and support a team of 13-15 technical support representatives, freelancers across different countries: to ensure high-quality service delivery and adherence to company policies
• Attend escalated calls promptly to uphold CSAT and FCR metrics, resolving issues effectively to maintain customer satisfaction
• Develop and implement training programs, review and update training documentation, and conduct training sessions with SMEs to enhance agent skills and reduce knowledge gaps
• Conduct regular performance reviews, share actionable feedback, address improvement areas to boost productivity, and maintain high quality service standards
• Manage staffing requirements based on workload forecasts by addressing absenteeism, shrinkage, ensure schedule adherence to ensure overall operational efficiency
• Oversee customer security and compliance requirements, scrutinize closed cases regularly to ensure adherence to standards, take necessary corrective action when needed
• Handle hiring, role changes, and movement requirements, set hiring standards, conduct interviews, negotiate and decide rates, conduct onboarding sessions to welcome new joiners within the project
• Liaise with Operations managers, Program Managers, IT support team, Schedulers, other Team Managers to streamline workflows and ensure smooth running of operations
• Analyze KPIs, conduct call quality audits, identify performance gaps, and prepare detailed performance reports for management review
• Conduct 1:1s with team members, discuss data-driven improvement plans, set weekly/monthly goals and ensure measurable progress
• Brainstorm innovative ideas, develop improvement plans, implement pilot initiatives, and expand successful ideas across the operations
• Gather actionable insights from customers, identify product feedback and limitations, forward constructive customer feedback to product development team.
• Identify customer’s business nature and needs, proactively recommend product features tailored to enhance their business operations, driving engagement and Product-Led Growth (PLG)
• Submit detailed data-oriented and insightful report with client and other partners in Monthly Review call, discuss Operational changes and propose product enhancements



I started with this project as an ambassador for Microsoft 365 support back in April 2020. My job role included:
Supporting customers through Phone and Chat
We covered the issues of any Windows 10/11 and Office Personal for consumers
Support for OneDrive for home users and non-commercial users