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.
Core Problem
I Overhauled Escalation Recovery & SOPs
I took ownership of high-stakes escalations across time zones and product lines (Intune, Exchange, Teams, Defender). I personally translated critical incidents into improved workflows and updated SOPs, which reduced future recurrence and increased leadership confidence in the team’s crisis handling.
I Built Customer-Centered Coaching Systems
I analyzed PowerBI CSAT data and RAVE recordings to build personalized coaching plans that were tailored to recurring gaps I identified. I also created weekly CSAT debrief loops with ambassadors to drive continuous improvement.
I Designed a New Onboarding & Readiness Program
I built new training guides and enablement workflows tuned to the needs of international enterprise clients. I defined KPIs for case quality, delivered cross-regional technical walkthroughs, and rewrote Azure DevOps Wiki content to reduce ramp time for new hires.
I Drove Proactive, Prevention-Focused Support
I delivered hands-on training for platform features, including compliance tooling and governance workflows. My work shifted the team's focus from reactive ticket-handling to proactive issue prevention, increasing adoption velocity and reducing anxiety around change.
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.