Oct 2017 — Present
Microsoft
Director Product Quality & Services
Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.
- Led a diverse team of Support Planners and data scientists to oversee customer experience transformation and automation initiatives, enhancing efficiency and innovation within Xbox support and Microsoft Rewards.
- Managed and optimized a $60+M annual budget for Xbox support and $10+M for Microsoft Rewards, achieving significant cost savings through strategic automation and process efficiency.
- Drove AI/ML-driven automation initiatives, contributing to a 30% increase in operational efficiency by implementing TMaaS and developing the Xbox Home Console reset system, eliminating 1.3M annual support contacts.
- Achieved a Customer Satisfaction Score of 4.56/5 for 10M Xbox customer contacts per year, exceeding targets through strategic customer engagement strategies and Project XEMPT, which enhanced service efficiency and customer satisfaction.
