Customer Advocate embedded with Microsoft Publishing test teams to help drive customer feedback and sentiment to internal channels. This included coordinating alpha and beta testing, sentiment gathering, bug triaging, and technical troubleshooting. Partnered closely with production and development teams to act as the voice of our community and help prioritize customer feature requests and high impacting bugs. Previously worked on the Xbox Ambassador program, building online presence, fostering an active peer-to-peer support community, and acting as a Brand Ambassador for this flagship Microsoft service.
I am looking for new opportunities to align my project management experience with my passion for creating great journeys.
● Project Management
● Scrum Master Certified
● People Management
● Technical Support
● Enterprise Communications
Customer Advocate – Microsoft/Insight Global Redmond Nov 2018 – Jul 2019
Work embedded with Dev/Test team to facilitate triaging of community reported technical issues
Coordinate with other community teams for internal and external beta of AAA titles
Engage with community members via social channels to identify bugs and ingest feedback
Create process documentation and customer facing copy for known issues and potential workarounds
Provide weekly metrics on community sentiment and high-impact feedback to leadership teams
Global Customer Experience Lead – Microsoft/Rational Interaction Redmond Oct 2017 – Aug 2018
Manage day-to-day operations of a 24×7 CXP team including performance management and providing on-going feedback to team members
Identifying Coaching/Mentoring Opportunities for team members
Provide ongoing updates around team SAT and Morale
Pull and monitor metrics related to progress against team KPI’s on a weekly basis across multiple service lines
Provide Metric and KPI inputs for MBR and be prepared to speak in-depth to highlights and lowlights
Continuously audit existing processes and systems to ensure effectiveness and program optimization
Provide meticulous documentation and reporting of project status, requirements, and overall performance
On returning from Ireland, I was tasked as a global team manager for our Executive Escalation team. This role dealt with internal support escalations for Azure CXP teams. I also partner closely with our 24/7 team dealing with Livesite response, customer escalations, and social media support. I was responsible for a team of 8 direct reports.
EMEA CXP Communications Lead – Microsoft/Rational Interaction Redmond & Dublin Feb 2016 – Oct 2017
Manage 12/7/365 rotation to cover 80% of all Livesite & Social Media needs of Azure worldwide
Train, mentor, and manage all Rational staff supporting both Livesite & Social Media functions
Implement playbook processes to allow staff self-serve critical path operations
Coordinate with partner teams in the US to ensure consistent training, communication, and representation for all team members
Identify areas of opportunity to expand team footprint and drive meaningful change within the brand.
Work with agents to assign ownership of projects, act as consultant to remove barriers, and hold agents accountable for deliverables
Consult with client and vendor leadership to ensure delivery on critical requests as well as providing regular updates and insights for team KPIs
Assist with copy creation, delivery, and consultation for global customer facing communications about customer impacting events or relevant brand critical issues.
I was initially promoted to a leadership position in Redmond and was soon offered an opportunity to relocate to Dublin to support our team there. I accepted and, in Aug 2016, transitioned from Redmond to Dublin to lead our EMEA team for 14 months. During that time, I helped turn around morale in Dublin, brought our team up to benchmarks for Livesite QA, and worked to restore client faith in the project. Our team now consistently hit KPIs for Livesite and Social support metrics and has delivered on multiple high-visibility projects with great results. This team consisted of myself and 8 direct reports.
Community Manager – Microsoft/Rational Interaction Redmond, WA Aug 2015 – Jan 2016
Outbound Monitoring and listening of the Azure brand and competitor mentions utilizing various dashboards and other tools.
Coordinate all in-bound Azure Support requests and crisis management with the Customer Experience Team, the NOC Engineering team, and the CSS team.
Triage all customer communications through social channels and determine appropriate communication plan and customer resolution path.
Social copy development for all out-bound communication and social posts as required.
This position began as front-line social media technical support for customers over twitter for the Azure brand. The team was responsible for 24/7 support and worked as both support and a listening channel for any Livesite outage tweets for early detection. In addition to daily tasks, I also proposed new initiatives to better meet customer needs, such as expanding our support sphere into other social media areas and looking for opportunities to put customers directly in contact with engineers. Within 6 months of hire, I was promoted to a leadership position for my shift and was responsible for 6 direct reports.
Service/Resource Manager – Microsoft/VMC Consulting, Inc. Redmond, WA Mar 2014 – Jul 2015
Maintain Xbox Community Ambassador program
Build and enhance relationships with internal partners
Create and manage program promotional campaigns through social media (Twitter, forums, etc.) and newsletters
Pilot and launch new social media support initiative in Reddit
Foster healthy “international volunteer moderator” community on xbox.com forums
Act as consultant in creation and execution of community projects such as community playdates, hosting twitch streams, and providing recognition for outstanding community members
The Ambassador program is a peer-to-peer customer support program where community Xbox community members provide technical support for one another and are offered incentives through reward or recognition. As Service Manager for the Ambassador program, I built a calendar of monthly and weekly incentives to engage with our community and encourage participation. This often involved learning new skill sets and challenging myself and my 2 directs to broaden our horizons to better excite and engage with community members. This included things like Twitch streaming, creating an Ambassador logo and branded items, hosting a podcast, community playdates, local meetups, etc. While coordinating those, I also owned monthly reward delivery, weekly newsletter creation and delivery, and all monthly engagement KPIs.
Support Analyst/Community Coordinator – Microsoft/VMC Consulting, Inc. Redmond, WA Jul 2013 – Mar 2014
Respond on Twitter and xbox.com forums to customers looking for technical assistance
Identify, track, and record emerging issues
Develop metrics and reporting around customer satisfaction and social media impact
Work in tandem with other teams to grow and manage Community Ambassador program
Manage team of volunteer moderators (from all around the world) on the Xbox.com forums as well as host monthly skype calls, playdates, and other community building activities
For this role, I worked on the Xbox Community Support team as a twitter and forums agent. I primarily provided customer technical support through the xbox.com forums. The team was fairly new and I joined a few months prior to the launch of the Xbox One. This provided an opportunity to help shape how the forums community evolved and how our support efforts evolved post-launch as the community grew dramatically with the launch of the console. I became very involved with our Community Ambassador program and worked to help engage and support those community members as well as maintain a healthy relationship with our community forum moderators.
2010 to 2012 Valdosta State University Valdosta, GA
Master of Education / School Counseling
GA School Certified K-12
2005 to 2010 Valdosta State University Valdosta, GA
Bachelor of Arts / Philosophy
Minor in Applied Ethics
- People Management
- Project Management