Customer Service Sales

Elsa Wagner

**********@*******.*** • 425-***-****

People, Strategy, and Technology Leader for Emerging Global Technology

17+ years of senior leadership experience with a proven record of managing high-performing global teams, driving and executing against technology and business strategy, and delivering high-impact, large-scale technology projects. Combines expertise in technology management and business and financial operations to cast vision and create premium product and customer-focused solutions. Trusted and committed change agent; strategic and analytical decision maker. Excels in developing and executing efficient cross-functional and cross-organizational initiatives and projects while serving as an energetic and intentional leader.

Entrepreneurial leadership with expertise to:

Solve complex unstructured business problems – the more complicated and unknown the better.

Design and execute innovative and collaborative solutions to deliver the right business results.

Define and Influence strategy with proven ability to develop and maintain long-term relationships based on integrity, trust and loyalty at all levels of the organization.

Leverage and manage strategic partnerships and teams in an agile, fast-paced, constantly shifting environment.

Lead others through open communication, motivation, teamwork, collaboration and alignment.

Champion the voice of the customer, providing leading-edge customer advocacy solutions.

Use deep technical knowledge to drive impactful technical solutions, including use of ERP and CRM systems, sales tax, royalty, licensing and compensation models, business intelligence and query logic.

PROFESSIONAL EXPERIENCE

Head of Operations • PitchBook – Bellevue, WA 2015 – 2015

Responsible for identifying and leading strategic cross-organization programs and improvements, championing and building data driven mind-set, systems and processes, managing global facilities footprint and build-outs, and driving Human Resource and Recruiting improvements to reduce turnover, improve employee engagement, and create a fun, playful and inclusive culture. Responsible for Talent Acquisition, Business Operations, Communication, and Facilities functions and teams.

Microsoft Corporation – Redmond, WA 2011 – 2015

Senior Group Manager, Customer Service Technology (2012 – 2015)

Launching major customer service initiatives and product launches on behalf of two business groups: Devices and Entertainment and Microsoft Online & Retail Store – supporting 5,000 agents, 20 call centers and over 12 million support contacts per year.

Managing $40M technology budget while acting as the Customer Service CTO, and leading a team of Senior Solution Managers whose charter is to become trusted technology advisors who drive and influence technology decisions and develop and execute against technology and product roadmaps, serving both consumers and call center agents.

Team results include:

Windows 10 Launch: Led the planning and execution of customer service engineering deliverables to support the launch of the Windows10 Support App, Cortana, and new Support website across 12+ engineering and PM teams. Deliverables included successful migration and training of over 8,000 agents across 20 call centers worldwide onto new state-of-the-art CRM, agent tools and communications platform; and development of over 10 different engineering services and apps that enable search, community, chat and virtual call technologies within Windows 10 for all devices with an expected 1.5 million net new customer service contacts per year.

Nokia Acquisition Integration: Drove the acquisition analysis and integration effort for the Customer Service business and their respective technology platforms. Integration areas included driving data center consolidation, content management migration, social media platform engineering, agent tools platform and channel technology migrations for 2,500 agents across eight call centers worldwide with two million contacts per year, and managing end-of-life technology plans.

Retail Omni-Channel: Partnered across 10 engineering and business teams to develop the vision and execution plan. Designed and deployed a single commerce and support experience for customers across all channels by enabling a fully-connected, always-on-technology infrastructure to ensure customers could transact and get support for any product anytime and anywhere in the world.

Device Launches: Directed the planning and execution of Customer Service technology to support the launches of Xbox One, including the first-to-market gaming console into China, the launch of Surface Pro2, Pro3 and 4G products, Surface Hub and Halolens. Deliverables included development of new Support websites, agent software enhancements, channel technology expansion (chat, virtual call, and IVR), and enabling agent assisted and self-serve repair and exchange technology solutions.

Senior Operations Program Manager, Customer Experience (2011 – 2012)

Managed cross-organization initiatives, project management intake and prioritization process, definition and execution of the Rhythm of the Business (ROB) and business planning across the Xbox Customer Experience organization, including budget planning and fiscal management processes, business reviews and scorecards, compliance management, and key business and partner liaison.

Senior Manager, Business Analysis • T-Mobile – Bellevue, WA 2010 – 2011

Responsible for hiring, coaching, motivating and mentoring a team of business analysts supporting marketing, channel management, churn and product management businesses. Built and maintained staffing plans to support the current and future work demands and enterprise-wide project deliverables. Mentored business analysts through complex political situations and conflict resolution. Negotiated and influenced key stakeholders to close communication gaps, accomplish mutual goals and successfully move projects forward.

Led the progressive elaboration of business requirements, raising awareness to issues, gaps, and overlaps; facilitated trade-off and prioritization discussions, and delivered regular feedback to stakeholders to enable project teams to implement a solution that met the needs of the sponsoring organization and stakeholders.

Director of Business Operations • Parallels – Renton, WA 2009 – 2010

Provided vision, strategic and tactical management of the program management, billing operations, customer care, and facilities departments. Managed all aspects of business operations: general business administration, strategic initiatives, technology planning and execution, and customer operations, which included staff supervision, budget management, vendor management, project management, business analysis, retail/manufacturing logistics, customer fulfillment, and establishment and enforcement of business operations and governance policies, processes, procedures and best practices.

Developed and drove the future vision, roadmap and execution plan for rebuilding order to cash and back office infrastructure with attention to operational efficiencies; improved scalability and flexibility, business process standardization, and 100% data integrity and auditability.

Collaborated with senior leaders to identify, source, plan and deploy high-profile projects, including global data integration, an international ERP system across seven companies and six countries, an advanced worldwide custom order processing system, complex data warehousing and reporting tools and a custom contract management system.

Senior Group Finance Operations Manager • Getty Images – Seattle, WA 2006 – 2009

Led a 45-member multi-department team, including Royalty & Compensation Operations, Customer Service, Accounts Payable, Purchasing, and Sales Processing. Partnered with senior leadership to drive strategic initiatives, acquisition integration, best practices and process improvement.

Responsible for monthly royalty, subscription allocations, revenue share, commission calculations and reporting, which included processing over 10,000 vendor and contributor payments per month, managing over 4,000 service requests per month, and processing and auditing indirect sales for over 100 customers and over 50,000 sales transactions per month.

Teamed with enterprise business stakeholders to implement new sales processing tool that improved the accuracy and speed of revenue recognition, increased customer service for both end user and sales team, and doubled the customer volume from 150 to 300 while decreasing team headcount by 75%.

Senior Technical ERP Consultant • Grayson Consulting – Bellevue, WA 1997 – 2006

Drove business analysis, project management, and technical support for complex Microsoft Dynamics ERP solution implementations and SQL Database Migrations. Collaborated with business executives to design, build, and deploy a variety of large scale and intricate custom applications, including recurring sales order, cash application integration, real-time shipping dashboard, sales commission and incentive system, and recurring contract renewal process.

EDUCATION

MBA Technology Management BS – Business Administration

University of Washington – Seattle, WA University of Washington – Seattle, WA

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