Responsibilities

• Represent Microsoft in vendor communications via phone, email, or web to assist customers in resolving issues involving Microsoft products and services.
• Possess technical competencies needed to ensure technical readiness of the supplier support staff
• Have excellent communication skills to interact well with others on a regular basis as a part of the role
• Do technical mentoring of others and share technical expertise
• Assist with developing training plans for supplier Engineers based on skills gap analysis, product needs, etc.
• Making Customers and Partners Successful
• Acts with conviction and confidence of own technical leadership to deliver a perfect solution that meets each of our customer’s specific needs
• Demonstrates team work with customers and other Microsoft teams
• Uses technical knowledge and industry expertise to influence and develop the right Intellectual Property (IP) to better serve customers
• Solicits and learns from feedback in order to learn, grow, and use their experiences to improve future customer experiences
• Growing the Business Supports & drives growth, consumption & revenue
• Represents the unique technical knowledge and broad business insight of Microsoft in all interactions
• Engages in customer on-boarding and pre-sales activities to support a One Microsoft and end-to-end Customer lifecycle approach
• Collaborates with GetHelp to facilitate resolution of customer and field related issues when standard support channels fail to satisfy the submitter.

Responsibilities

• Manage Customer Service Representatives
• Provide feedback and coaching CSRs to improve service quality
• Assures compliance of metrics and procedures on behalf of CSRs
• Contingency Plan Implementation and Activation
• Monitor balance of workload and CSR availability
• Review daily, weekly, monthly and quarterly operational reports
• Host weekly, monthly business review meeting with client
• Manage CSR readiness by communicating policies and procedures to the team
• Motivate CSRs and team morale
• Provide Improvement Action Plans, feedback and reports to subsidiary
• Acquire and update knowledge of Microsoft products, support offerings and licensing structure on an on-going basis

Achievements

• Best Performance Team Award in FY16
• 100% met increasing KPI targets of Microsoft
• Staff average attrition% reduced from 11% to 7% in FY17 H1, control the Absenteeism% to less than 5%
• Successfully changed the project delivery module from Pay by Headcounts to Pay by Incidents with 13% margin in FY17 H1

Responsibilities

• Work with team members and act as a leader to complete the project within the scope of functions efficiently and accurately
• Collect requirements and design SharePoint sites for Audit, Tax & Consulting departments
• Monitor and solve the daily applications and internal systems enquiry for Eastern Region
• Analysis IT Helpdesk system to find users’ requirements and build monthly Excel report to helpdesk team manager and Dashboard Design (now SAP Business Objects) report for CIO
• Liaise with business users to assess required changes/enhancement to fulfill on-going business need and write requirements documents
• Deloitte internal portal iNet daily maintenance and enhancement
• Conduct functional test and assist in data clean-up and data migration
• Responsible for delivery and follow-up the internal IT training, including New Employee Orientation, Office Workshop and internal systems briefing etc.
• Write internal systems user manuals, make IT Hints & Tips e-learning materials and send out relevant newsletters

Achievements

• Awarded the Green Dot Award (Best Employee of the Year) in 2012
• Successfully bring several internal systems online and working normally