DANIEL SCHIPPER

• Led the internal Consumer Support Helpdesk, ensuring efficient frontline support delivery while maintaining KPIs and service excellence.
• Managed outsourced support engineers, overseeing 24x7 service availability and minimizing downtime-related costs through process optimization and operational improvements.
• Owned service delivery management, handling customer escalations and implementing streamlined workflows that enhanced support quality and reduced customer complaints.
• Achieved a 35% reduction in ticket volume while driving a 110% increase in daily active users, leveraging proactive support strategies and self-service enhancements.
• Improved issue resolution efficiency by enhancing self-serve content and support processes, significantly reducing repeated support tickets and improving service continuity.
• Managed Consumer Dynamics 365 configurations within Agile Sprint cycles, establishing a stable deployment framework that reduced errors, improved release confidence, and minimized deployment-related support tickets.
• Developed a deep understanding of Advocate/Engineer workflows and tool capabilities, enabling effective support operations and reducing escalations.
• Empowered support teams through targeted training on telephony, tools, and configuration management, enhancing their ability to resolve issues independently.
• Aligned support efforts with business objectives, driving cost reductions through strategic planning and supporting key Customer Service & Support initiatives.

• Partnered with the Consumer Support business within Microsoft Customer Service & Support (CSS) to champion and enhance the end-user support journey, ensuring a seamless and efficient customer experience.
• Led the coordination of experiments and pilots, overseeing pre-production UAT for Advocate/Engineer tools, support delivery platforms, and telephony solutions, optimizing tool effectiveness and support efficiency.
• Managed deployment scheduling, ensuring the timely, cost-effective rollout of new tools and processes through structured incubation and production deployments.
• Drove cross-functional collaboration, aligning support technologies with business goals to enhance service delivery, customer satisfaction, and operational performance.

• Managed all run-time tools, ensuring seamless support for Microsoft Support Planners in the launch, deployment, and adoption of modern support technologies.
• Served as the primary engineering liaison between CSS and CSS partner resources, driving alignment and ensuring successful tool rollouts across the ecosystem.
• Championed user-centric design, advocating for user needs throughout the development lifecycle to enhance functionality, improve adoption, and optimize the overall user experience.
• Collaborated with cross-functional teams, providing strategic insights to refine tool capabilities, streamline deployment processes, and drive continuous improvement in support operations.

As a Delivery Deployment Lead - EMEA, I managed the alignment between regional and global teams, ensuring that regional business needs were effectively represented in lifecycle scenarios, support tools, and key initiatives. I oversaw tool infrastructure workstreams, working closely with delivery partners to drive seamless deployment, optimize processes, and enhance operational performance.

In this role, I acted as a trusted advisor, providing strategic guidance, leadership, and feedback to improve service delivery, customer experience, and process efficiency. I played a key role in change management, stakeholder engagement, and continuous improvement, ensuring scalable, future-ready support solutions. Additionally, I collaborated with cross-functional teams to enhance tool functionality, streamline operations, and align technology solutions with evolving business requirements across the region.

• Led the management of support applications and processes within the Consumer Technical Support segment in EMEA CSS, ensuring efficient vendor operations and seamless service delivery.
• Drove key projects, enabling support systems to adapt to new initiatives while enhancing overall operational effectiveness and customer experience.
• Provided expertise in customer experience management, IT operations, and team leadership, optimizing support workflows and improving service efficiency.
• Maintained seamless collaboration and innovation in global customer support after relocating to Madrid, Spain, ensuring continued excellence in regional and global operations.

• Managed tools and processes within an EMEA-wide Support group, enabling engineers to efficiently assist Microsoft support customers and ensuring seamless service delivery.
• Owned and maintained several business-critical applications, driving operational efficiency, optimizing customer experience, and ensuring system reliability.
• Led key initiatives in customer journey mapping, IT operations, contact center management, and change management, contributing to business transformation and service excellence.
• Utilized strong communication and project delivery skills to drive customer success, system configuration, end-user training, and continuous improvement, leveraging Microsoft products and industry best practices.