ConvergysMicrosoft CS & Technical Support, Microsoft Team Manager, Premier Support and Account Manager
Jul. 2007 - Nov. 2014BulgariaAs an account manager I had a variety of responsibilities including the implementation of team strategies that enabled effective collaboration with remote teams using Microsoft technology. Role required the use of customer relationship management software (CRM) to document customer interactions, leading performance reviews, creation of a variety of analysis reports, progress reports and intervention and improvement plan for team members.
Through our teamwork we managed to win more projects for Microsoft products and services like Xbox, MS store, Premier support and Office 365 and succeeded in expanding our business.
Applying SMART principles. S-specific, M-measurable, A-assignable, R-realistic, T-time. Using Agile methodology, Lean six sigma. Implementing team strategies, working with remote teams, using Microsoft technology, workplace diversity, management styles, mediation. Using customer relationship management software (CRM) to document customer interactions. Leading performance reviews for team members creating reports for the director making analysis for SLA’s and KPI’s. Creating intervention and improvement plans for team members suggesting new procedures to improve team’s quality performance. Resolving escalated issues. Motivating team to meet goals. Managing and reporting project progress to stakeholders. Upon our teamwork we achieved to win more projects for Microsoft products and services like Xbox, MS store, Premier support and Office 365. We succeeded to expand and keep growing our business stakeholders