ACCOMPLISHMENTS and EXPERIENCE * Led large teams of Account Managers in support consulting practice to successful business results such as YoY revenue increases, improving customer satisfaction results, customer product and services adoption, strong organizational health indexes and continual transformation of business based on evolving market demands. * Led and implemented customer and partner experience initiatives and improvement programs for Microsoft services driving double digit improvement and showing sustained improvement YoY. * Program managed a variety of Product Support Readiness and Release efforts, landing successful ramp up of support and management staff. * Incubated and launched pilot offerings for partner level support that included budgeting, building project plans, developing and conducting focus group interviews, develop training requirements to support a worldwide audience for Microsoft support offerings. Led Partner and customer enablement initiatives of core software releases to ready partner applications through integration and compatibility for improved mutual customer experience. * International business experience gained through leading the creation of support model for Latin America services to fulfill local developer support gaps, created end to end process, talent acquisition, staffing and ramp to support Americas. Successfully managed the team and business through handoff to local Brazil team. * Volunteer for local United Way chapter as board member delivering decisions that helped to prioritize and distribute funding allocations based on compelling proposals for local charitable organizations. * Volunteer for Literacy Instruction for Texas - focused on adult literacy and English as a second language literacy programs teaching adults to improve confidence through literacy.
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