Liela M.

I can say that I am skilled in communicating with clients as throughout my career I have been supporting Microsoft customers over the phone and through email, with my 6 years of experience with Microsoft 365 Commerce I have learned skills that are needed. I started as a Tier 1 support ambassador for billing with the core responsibilities of : • Receive calls/call customers regarding their Billing issue for O365 • Keep customers educated with every change made to their accounts • Helps customer manage their account by walking them through the Office 365 Admin portal. Then I was chosen to be part of the training team as a Transition Coach Wave 45 with the core responsibilities of : • Training and helping newbies for O365 scope of support • Side barge with newbie agents while on their engagement with customers. • Listening and evaluating newbies calls for quality and process. Then I was promoted to Tier 2 specialist with the core responsibilities of : • Supporting Tier 1 concerns regarding the O365 process. • Takes supervisor calls/escalation • Handles Volume Licensing tickets such as VL Remap, VL Activation, VL Licensing, Product Key Activation, and any VL inquiry questions. • • Engaging with internal support regarding new processes. Then was promoted as SMEi for O365 Commerce with the core responsibilities of : • Part of the management team. • Creating and defining different processes of O365 depending on the tickets handled by Tier 1 support. • Providing updates regarding the new Microsoft process. • Takes Manager calls/ escalations • Evaluating agent calls for non-top box and scrubs calls. • Coaching agents for quality and processes. • Administrative tasks. I am hardworking and professional when it comes to my job and I am willing to learn new things that will help me as an individual set my goals. I look forward to working with you in providing excellent customer service and anything else you need help with.