Manage day to day internal and external company\'s support operations, leading a team of 50+ people.

Providing Microsoft Office 365 Remote Technical Assistance for aspects mentioned below to the Office 365 new and existing customers around the globe.

Worked on Exchange Online , Share Point Online , Power Shell Online - Azure Synchronization and Deployment , Migrations and Hybrid Environment Configurations - One Drive Data Management and Synchronization in order to resolve customers issues.

- Coordinate with internal organization to ensure delivery of highest standards of customer service via different CRMs (phone/live-chat/email) and deliver feedback related to service quality and escalate issues whenever needed.
- Manage the teams to ensure all complaints and escalations are handled properly and make sure that we win back customers and ensure their happiness.
- Interface with Operation Support teams to plan and achieve needed resourcing and training plans.
- Maintain a clear and effective SLA (service level agreement) for channels being handled.
- Achieve the CSAT (customer satisfaction) targets and efficiency objective.
- Achieve key operation results and KPIs for both qualitative and efficiency matrix.
- Work towards continuous improvement at performance through extensive analysis and action planning.
- Work on quality improvement to make sure that no complaints are being received from client.

Managed a team of 4 persons to provide better support to the customers.