JOSHUA FREUND

Customer Obsession

• I led a team within CSS with the mission to be the “Showcase” for customer service at Microsoft We hosted employees from across Microsoft to come observe frontline customer service at its highest level We offered hands-on, live and unfiltered opportunities to observe support interactions, discuss solutions, and witness true customer obsession at work This program had direct impacts on product development and prioritization of releases Developers and executives listened to customers struggle with our products, which was an incredibly powerful tool I personally engaged with Tier 1 customer calls with the engineers We focused on agent empowerment and creative solutions to customer challenges Our team drove improvements to call centers globally
• Process Excellence
• In my last role at Microsoft as a Sr Support Ability PM, I led a project team focused on case movement within the CSS consumer support process This required analyzing large volumes of data and providing insight to executive leadership Our goal was to reduce multiple transfers of cases, reopened cases, and backlogged cases We determined the root cause for each case type and then did a deep dive into the various ways they can fail Once this analysis was complete, we developed pinpoint changes to frontline operations, documentation, and organizational planning to reduce each type

Executive Relationship Management

• For the last 13 years of my career at Microsoft, my roles required direct interface with senior leadership During this time, I learned what executives are looking for and how to present data in a meaningful way Data driven concise presentations are fundamental I learned the importance of being prepared in advance to go deep into a topic and also to bring the right people to the table in order to build credibility

People Management

• I have been managing and leading people for the last 10 years My goal when leading people is to align them to their strengths I have directly managed diverse age groups, from college-aged new hires to senior engineers I have completed many years of Microsoft's leadership training, which is a world-class human resources training for managers It addresses workplace diversity, inclusion, harassment, and career counseling I was also a part of the college hire program for CSS I was on the team that directly interviewed, selected, and placed college hire candidates within organizations across CSS

Vendor Management

• I was the hiring manager for multiple vendor agencies that supplied contingent staff for projects I managed The largest project had 75 head count between two US sites, a site in ASIA, and a site in EMEA I am well versed in the rules for managing targets and metrics, and engaging vendor management for people related issues