Tonya Hayes

Address: ***** ********** ***, ***** ** 20721

***** ******** ***, ******** **** OK 73170

Phone: 405-***-**** Mobile and Voice/Text Measaging

Email: ad09od@r.postjobfree.com

LinkedIn: https://www.linkedin.com/in/tonya-hayes-b1a7ba90

Professional Experience

MICROSOFT CORP SR. CUSTOMER SUCCESS MANAGER MANUFACTURING -Feb 2023 to Sept 2023

Supported customer readiness with adoption of solutions, and develop an end-to-end customer consumption journey (e.g., technical, operational, organizational, and educational) that span IT teams, executives, and business units.

Drove IT and business commitment by having relevant technical and security conversations, and leverage VBDs where needed

Provide a strategic technical plan for the consumption of the solutions.

Key player in the up-sale sales activities during annual Sales reviews.

Increased Teams Apps MAU (Monthly Active Users)

Andersen 8% increase

Donaldson 4% increase

Milwaukee Tool 8% increase

Ingredion 5% increase

Valmont 10% increase

SC Johnson & Sons 18% increase

ITW (Illinois Tool Works) 5% increase

MICROSOFT CORP SR. RELATIONSHIP MANAGER LAS COLINAS TEXAS UNITED STATES-November 2018 – February 2020

Sr. Relationship Manager/Modern Work Architect for Customer Experience & Support CE&S/CSS Customer Services & Support

Global FastTrack Engagement Leader ensuring Microsoft enterprise customers get the full value of their Microsoft 365 investment. Currently working with S2500 customers for Americas. Currently leading the Americas assignment team as well as the Global Lead for the FastTrack Academy. Working as a FastTrack Manager Lead and FastTrack onboarding team. Worked as a CSS Culture Ambassador, as well as CSS Welcome instructor. Award-winning Microsoft 365 Toasters Toastmaster.

Trained over 275 new and recent hire employees through FastTrack Academy

Instituted survey tracking data for FastTrack Academy

Streamlined and helped bring some automation to the FastTrack Assignment Team

Trained 35 new hires in CSS Welcome

Collaborated with the Global Assignments Lead as well as Global FastTrack Trainers

Running complex portfolio of S2500 Microsoft Customers

Global FastTrack Academy Lead and Global Assignment Lead

DELL TECHNOLOGIES GLOBAL PROGRAM MANAGER- STRATEGY & PLANNING-Feb 2011 – November 2018

Global Program Manager leading cost reduction opportunities in end-to-end Offer lifecycle Management of new products. Managed the Project Management Office (PMO) for Software & Cloud creations, with end-to-end solutions management. Coordinated and collaborated across organizations including Engineering, Technical Support, Field Services and Online Services teams to drive resolution of issues for immediate business impact. Distinguished service offerings to identify and articulate new business opportunities. Key focus on overall operation effectiveness and readiness, works on complex business problems which require in-depth analysis, coordination, and negotiation with key decision makers.

Increased Positive Customer Experience by 20% through relationship building with the Product and Marketing Teams

Decreased Laptop Computer loss in Oklahoma City by 100K in 1 fiscal year through discussion and policy changes with Executive Leadership

Increased Project Management Tools Adoption by 75% for the Dell Global Team in 1 fiscal year

Increased Project Management Certifications by 15% in 1 fiscal year with a global team

Lead team with cross functional collaboration on ISO standards

Consulted to drive Change with Gap Analysis for Project Management Effectiveness

ISO 9001:2015 Auditor and Consultant

Proven ability to work with a remote and virtual team over the last 7 years successfully

DELL TECHNOLOGIES, OKLAHOMA CITY, OKLAHOMA UNITED STATES- Apr 2008 – Feb 2011

Global Instructional Designer, Managed and Designed All New Hire, Refresher and New product Curriculum

Analyze, design, and evaluate the performance impact of blended formal and informal learning solutions that provides Customer Care and Sales Agents with knowledge and skills need to perform the requirements for their roles within Dell

Increased training readiness by 20% in 2 fiscal quarters

DELL TECHNOLOGIES, OKLAHOMA CITY, OKLAHOMA UNITED STATES- Sep 2004 – Apr 2008

Live Voice Response Quality Manager,

Managed a team of 30-50 Live Voice Response Agents that Triaged sales, technical support and customer care calls. Created and delivered Quality management and performance for all Live Voice Response Agents

Increased called routing accuracy by 30% over 2 fiscal quarters

Increased customer satisfaction by 20% over 2 fiscal quarter Increased Quality scores by 10% quarter over quarter for 6 quarters.

Education

ISO 9001- Certified

Prosci Certified

PMP Certification training

Additional Skills and Accomplishments

Microsoft 365, KRONOS, HeadTrax oral and written communications skills

Global FastTrack Academy Lead

FastTrack Center Americas Assignment Lead

Global Assignments Lead Coordinator

FastTrack Manager Lead for Las Colinas

Microsoft Impact Award Winner

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