I led international Microsoft 365 support operations for a 13-person night shift team at a Microsoft Support Partner. I transformed frontline chaos into structured, high-impact service by embedding data-driven coaching, redesigning onboarding, and building scalable technical enablement across regions and languages.
Executive Summary
As the leader of this team, I addressed systemic issues in a high-stakes support environment by shifting our focus from reactive firefighting to proactive, structured operations. By implementing a data-driven coaching framework I designed, overhauling the onboarding process, and standardizing crisis management, I significantly improved team performance, customer satisfaction, and leadership confidence.
- ➤I reduced incident recurrence by translating critical escalations into improved workflows and SOPs.
- ➤I improved team performance by using CSAT data to build targeted coaching plans and drive continuous improvement.
- ➤I accelerated team readiness by overhauling the onboarding process to reduce ramp time and increase new hire effectiveness.