Bill Fang

Experience

• 

  Microsoft

  Sept 2004 - now

  Areas covered: * Technical Router (Premier/PMC, O365 and Broad Commercial) * Commercial Programs (Developer, Learning)* Volume LicensingResponsibilities:* Overseeing the quality of service and achieving KPIs targets for all LOBs * Ensuring a smooth internal client engagement with varied business stakeholders* In charge of supplier management to improve service delivery quality continuously (400+ advocates with 4 suppliers in 8 different sites), drive all stakeholders’ satisfaction and control the cost* Leading or highly involving in the cross-team project/initiative to drive the CPE and Operational Excellence continuous improvement. Inspired by CSS Customer Experience Framework (CXF), deployed Project Titan which focuses on expanding the expertise of every engineer and advocate by providing training across multiple lines of business, enabling them to better help and advise customers. The results of the project speak for themselves with a CSAT of 4.8 out of 5! Show less Areas covered: * Presales and Retention* Hardware Repair and Replacement* Technical Router (Premier/PMC, O365 and Broad Commercial) Responsibilities: * Driving conversion rate, pipeline revenue and win revenue in Presales and Retention LOB for GCR region. The team totally generated 2,037 sales opportunities with 51.5 million USD pipeline revenue and 2.9 million USD win revenue in one fiscal year. * Managing Commercial Surface hardware repair and replacement, technical support, warranty and complaint * Overseeing the quality of service and achieving KPIs targets for all LOBs * Ensuring a smooth internal client engagement with varied business stakeholders; Show less

  • Principal Support Delivery Manager

    Sept 2016 - now

  • Service Delivery Manager

    Jan 2009 - Aug 2016

  • Operational Lead

    Sept 2004 - Dec 2008