Jeffrey S. Carr

Leader in Support Delivery

425-***-****

https://www.linkedin.com/in/jeffrey-s-carr

ac0dux@r.postjobfree.com

Professional Experience

Sr. Support Delivery Manager, Microsoft 2012-2017

Managed the relationship between Microsoft and multiple Suppliers, supervised the day-to-day operations and improvements to customer support at numerous Global English consumer call centers

Received Great People Great Performer Award in 2014

Supervised operations & revenue growth in 5 large global tech support sites (Philippines/India), supporting 8 LOBs

Directed efforts to increase customer education and generate more than $300K monthly customer revenue

Identified gaps between invoicing and product allocation tools, drove accuracy from 39% to over 80%

Led coordination of forecasting, staffing, report analysis and budget planning for CS Delivery Technical Support

Presented results, costs, and monthly support updates to executive leadership

Managed implementation and modification of tools and telecom infrastructure for all Global English support sites

Directed the training and coaching of sites which improved overall support accuracy by reducing escalations by 35% and improving quality by increasing customer satisfaction by 15-20%

Launched 10 new supplier support sites to achieve cost-effective product launches

Support Delivery Manager, Microsoft 2008-2012

Managed the relationship between Microsoft and multiple Suppliers, supervised the day-to-day operations and improvements to customer support at numerous Global English consumer call centers

Launched chat support for 7 different products eventually across 10 sites and later functioned as chat support SME

Managed major projects like changes in support model (cost center to a revenue support center) and support tool migrations

Managed agents and provided coaching and improvement plans based upon their performance

Supervised site consolidation for Global English support reducing cost and supplier footprint from 15 to 9 sites

Partner Technical Lead, Microsoft 2003-2008

Managed and improved technical abilities of support agents, monitored and drove improved support quality, content creation and maintenance for the supportability of products

Trained team in troubleshooting techniques, issue identification/resolution, and advanced customer service skills

Created and implemented a Tier 2 training across all Global English sites to improve agent service performance

Drove process improvements which reduced Average Handle Time by 7 – 10 min resulting in lower support costs

Support Professional, Microsoft 2001-2003

Functioned as a second-level Support Professional to assist customers in troubleshooting and resolving their technical software and hardware issues

Used logical technical troubleshooting skills and data log analysis to resolve customer technical issues

Served as the final escalation point, charged with saving customers who were potentially hostile

Education

Bachelors of Science in Biology, Brigham Young University Hawaii, 1998

Registered Coordinator Certificate for VMO/COPC

PMO & Six Sigma training

MCSE & MCSA Certification

Product-Specific Training – Windows, Office Suite, OneDrive, Skype, Microsoft Hardware, and more

Skills

Operations Management

Consensus Building

Strategic Planning

Executive Presentation

Project Management

Managing Ambiguity

Tactical Execution

Data Analysis

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