I am a transformational leader in the global Customer Service & Support organization at Microsoft. I lead Microsoft's CX strategy around support escalations and customer recovery, and partner with senior leaders across the company to drive improvements to the customer support experience. Most recently, I launched a global employee empowerment program focused on infusing a customer advocate culture across Microsoft, which has been recognized as a best practice and adopted worldwide. With 20 years in the technology field, my expertise lies in customer experience strategy, storytelling, business engagement, and marketing. I am a passionate customer champion, a thought leader, and a change agent who focuses on creating a best-in-class culture at Microsoft that is centered around customer success. I am also proud to sit on the Board of Directors for TSANet. TSANet focuses on the most important thing – the customer – by being a critical enabler of cross-vendor partnerships. I am honored to be a part of this global support alliance that changes the way we work together.