Download - My Resume Aug 2016
Trina Fateh
23479 SE 52nd St. Issaquah, WA 98029
(206) 715-7706
SummaryHigh-performing, strategic-thinking professional with extensive experience managing Microsoft Services commercial support partners and operations globally. Over 10 years of combined experience in agile deployments and major product releases for both Consumer Support and Services organization and other Microsoft internal business units and product groups such as Windows and Office. Highly skilled in outsourced supplier management. Adept at assessing needs, generating options, and implementing solutions with collaboration with clients and stakeholders. Over 5 years of experience in managing projects from the requirements gathering phase through completion.
Job Titles:Service Delivery Manager
Delivery Deployment Manager
Support Operation Manager
Technical Lead
Business Program Manager
Areas of Expertise:Agile DevelopmentChange ManagementService Delivery Management
Outsourcing and Vendor ManagementBusiness Process DevelopmentEnterprise Software
Professional Training and Education:Masters of Business Administration (MBA), Information Systems, City University of SeattleDatabase Design and Implementation, University of Washington Seattle, WABachelor of Science, Economics, University of TehranEmotional Intelligence TrainingManagement/Leadership Training-John Maxwell
Six Sigma Green belt
Work History:Microsoft Corporation, Sept 2013-Present, Delivery Deployment Lead
Developed and delivered deployment plans globally for over 15 product and service releases for Microsoft Commerce Platform since 2013.
Developed and delivered support readiness strategies, policies and workflows for major Microsoft products and services such as MSN, Online Services, Windows 8, Windows 8.1, Windows Technical Preview, Windows 10, Office 365.
Reduced customer transfer and bounce rate by %30 through number of experiments through partnership with the Office Business group to create a universal agent support model for Office 365
Minimized risks and impact on overall Consumer Software and Services operations specially in the billing and Commerce space by ensuring that the technical delivery of all services meets the quality, scope, and service level requirements.
Expanded Americas deployment framework to other regions with close collaboration with the reginal counterparts and stakeholders that led to the consolidation of over 15 projects into 5.
Improved support processes and boundaries across multiple lines of business to reduce field impact and improve launch success that led to over 5% increase in customer satisfaction and response time.
Led various v-teams and drove efforts to define CSS operational success metrics both prior and during major deployments such as Windows releases, Office 365, and Accounts & Billing (Microsoft Marketplace) roll out.
Optimized change management processes through building a supplier and engineering feedback mechanism to capture main gaps in various areas such as project scope, training requirements, project timelines and dependencies and disaster recovery considerations.
Maximized support engineer efficiency by 15% in the Americas region by building Contributed to over 20% in cost saving by driving experiments in several global sites
to increase agent scope and cross train support engineers on multiple subject matters for Office and Windows product and services.
Led efforts to build vendor Infrastructure for various deployment or new site onboarding.
Developed and executed training and enablement plans as required.
Microsoft Corporation, March 2010-Sept 2013, Service Delivery Manager
Developed and nurtured a positive, goal oriented, and productive account team. Increased customer satisfaction for Windows and Office product and Services and
CSS customer Lifecycles on the Commerce platform by 10-20% by Building and maintaining strong working relationships with all levels of Info crossing and customer IT personnel.
Developed reporting requirements and helped build new taxonomy for major CSS support model and Tool changes such as transformation to Community, Scenario Based Support, and Answer Desk promise. That effort led to significant increase in build improvement and product quality.
Managed and motivate geographically dispersed technical teams for all CSS global operations.
Established Quality Framework as part of continuous improvement initiative focusing on better agent calibration and increased customer satisfaction. First year effort resulted in an improvement of Bottom Box by 15%.
Managed staffing, shift scheduling and risk mitigation during major business moves regionally and globally.
Led efforts to build vendor Infrastructure for various deployment or new site onboarding.
Developed and executed training and enablement plans as required. Managed day-to-day operations and activities; led internal and customer facing
status calls and meetings.
Microsoft Corporation, April 2007-March 2010, Technical Lead
• Collaborated with service delivery managers to Develop and drive action plans to improve supplier KPI performance; Accountable to Revenue Contribution, CPE and AHT
• Executed against Quality Management Framework to increase Revenue Contribution, meet/exceed CPE targets, and reduce AHT/IR
• Collaborated with supportability program managers to raise visibility with supporting data to highlight impacts and opportunities through Change Management
• Collaborated with SDM to drive improvements to tactical processes that led to significant improvements in agent and customer experience.
• Influenced service delivery managers and suppliers to meet action plans and performance improvement goals and deliverables.
• Developed process and support boundary documents for various commerce and consumer Scenarios
• Optimized compliance adherence policies through case management; auditing coding accuracy, case closure, discovering call back metrics deficiencies
Microsoft Corporation, April 2006-April 2007, Program Manager
Built a support mechanism for a Windows testing team to help the team’s productivity by reducing their direct involvement in customer support by %90.
Built new training content for various testing tools developed by the Windows test team.
Led efforts to identify gaps in training through classroom feedback and collaborating with the Windows team to address and eliminate the gaps.
Created functional specifications for new tools development.
BearingPoint Consulting, May 2005-March 2006, Senior Support Engineer
Provided support for multiple marketing platforms such Worldwide Events, MSSale and number of third party financial solutions for marketing campaigns.
Contributed to feature enhancement efforts through active participation in SDLC meetings and feature reviews working directly with WWE development teams.
