Noelia Palacios

Experience

• 

  Microsoft

  Feb 2001 - Jun 2019

  Part of Customer and Partner Advocacy organization, my daily work included resolving complex and high priority global company escalations, identifying and reducing reoccurring issues by a 360º data analysis and providing insights back to our Product Groups as a result of the learnings/analysis from working with customers, partners and employees.Responsible of the internal relationship with Sales and Customer Satisfaction managers by identifying and providing business insights on systemic issues by deep data mining and analysis, providing accurate and detailed reporting at global exec level.Management and maintenance of business engagement partnerships and strategic alliances, to gain widespread traction for sales leads, issues and escalations.Responsibilities and Skills- Escalate and drive change earlier in the product/sales lifecycle to improve customer and partner experience.- Being in a global team, I developed a strong sense of teamwork through effective remote communications and collaborative partnerships. Highly motivated, tenacious and a self-starter, looking to find solutions through common sense and logical approaches. - Creative and innovative. Good listener portraying a calm approach which puts customers at ease and ensures inclusivity at all levels. - Owner of several people projects focused on developing internal talent and giving employees a voice at the leadership table.ACHIEVEMENTS• FY18 Advocacy Management Excellence Award. Excellent Dynamics AX case work and resolution at worldwide level, solving a problem for several subsidiaries and factories, under a difficult compliancy legal tax challenge. • FY14 Microsoft Great People Great Performance award. A recognition for my stellar contributions towards translating Microsoft mission and goals into real-world successes, showcasing Services power. Show less Responsible for promoting and utilizing the Microsoft knowledge assets, including the creation of joint activities with Product Group, Marketing, Services and company Partners through workshops, meetings, trainings, etc; building strong connection to aid information exchange within customer services across Spain and Latam.I also ensured Customer services meet and exceed the customers' expectations and meet organizational and operational objectives.Responsible of identifying and implementing strategies to improve quality of service, productivity and profitability, based in service analysis.Responsibilities and Skills- Act as single point of contact at the Sub for exec customers and Partners escalations across regions.- Data analysis to identify trends and metrics for business decisions, quality plans and research strategies to further improve the customer experience. - Generate sales leads by training agents to up-sell and cross-sell- Executive level communication skills and the ability to mentor others.ACHIEVEMENTS• 2010 Microsoft’s Unlimited Potential (UP) European Volunteering Award. Microsoft’s UP is a global program to develop community technology skills program, which reached more than 50,000 organizations across the world and this year, I was recognized as a top driver and excellence leader in community training volunteering.• Spanish Premier Support Screening Service migration Project Manager. Show less Responsible for Microsoft Small Business Partners program. I leaded by example by maintaining partner network for Modern Workplace ‘thought-leader’ representing Microsoft in meetings, workshop and events, identifying partner needs and creating or procure professional development curriculum, to ensure that sales and partner program objectives were met, driving Microsoft strategy and act as Microsoft values role model to deliver exceptional SMB sales results. Responsibilities and Skills:- SMB Partners business network manager- I created a problem-solving climate that encouraged collaboration with selling partners, resolving partner issues. Show less I provided a proactive quality interface between the Spanish speakers Contact Centres (Spain and Latam), Central Operations Group and the Microsoft Business, enabling access to consistent, up-to-date and relevant content on the Knowledge base.Coordinator of Spanish Telesales workforce, aligned with Subsidiary campaigns and marketing actionAs Service Readiness Manager, I delivered a quality experience and minimise failure points, with key functions of Change Management, Tools & Telecoms and Learning & Development. Skills:- Ability to convert technical information into easy-to-understand sales language.- Ability to work within company guidelines and promote its goals, committed to investigating information sources to solve problems. Show less I directed, managed and supervised all activities and resources related to Customer Services and Sales teams training and quality departments. In addition, I worked closely with Operational Management to ensure that company goals/objectives were achieved for Spain, Latam and Portugal.I developed and implemented training and quality learning strategies to impact overall call performance and increase sales, to meet and exceed required levels of performance and operational outcomes.Skills:- Project Management and strategic planning.- Extensive service and operational experience in Customer Services.- Direct people management responsibility for both support and consulting delivery management resources.ACHIEVEMENTS:• Portugal Call centre migration Project achievement. • Develop a high-performing team by hiring diverse talent, prioritizing development, leading by example and by preparing people for more senior positions in other parts of the organization. Show less Responsible of the establishment of a new Support Department, from hiring, outline handover from previous team, define and implementing policies and procedures, ensuring customers receive excellent and consistent service, that my team followed accordingly.Close analyses of my engineers’ team to establish whether all personnel are following the best practices, standardized performance metrics, which stabled to ensure all employees are judged by the same measurements and criteria. Skills:- Customer focused, loves solving problems and improving service quality.- Strong planning and organisation skills, team working,- Oriented to work safely, personnel management, team worker, committed to achieve organizational goal and objectives.- Change management.ACHIEVEMENTS:• Shining Star Award winner for 2 years in recognition of my successful deployment and Customer service.• Successful implementation of the new Spain Consumer Support (Windows, Ms Office, Games and Ms Devices) Show less

  • Senior Relationship & Customer Success Manager

    May 2010 - Jun 2019

  • Global Spanish Information and Support Quality Manager

    Feb 2006 - May 2010

  • Partner Account and Sales Advisor Manager

    Feb 2005 - Jun 2006

  • Knowledge and Customer Service Manager

    May 2004 - Jan 2006

  • Training and Quality Manager

    Feb 2003 - Apr 2004

  • Consumer Services Support Manager

    Feb 2001 - Feb 2003
• 

  Microsoft

  Nov 2019 - Mar 2020

  Services Partner Recruitment Manager. Spain OCP

  One Commercial Partner (OCP) organization aimed at simplifying Partners’ engagement with Microsoft, enhancing the support they receive for engaging to the opportunities with our customers. Within the OCP team, we harness our partner expertise and knowledge across go-to-market programs, technical development, marketing and business development. I drove Partner Recruitment by accelerating their incorporation and growth to Microsoft cloud leveraging value proposition, by a clear guidance with a Sales Challenger mindset and helping partners to optimize their solution portfolio to address Customer market opportunities and enable the digital transformation of customers.Competences- Partner Centred, driving strong preference on Microsoft platform for a mutual success.- Provide Leadership and Partner Program adherence with the aim of driving revenue, customer acquisition, consumption and usage through marketplace, p2p, inside sales or segments.- Guide partners through Microsoft cloud with a Sales Challenger mindset.- Drive business impact aligned with Partners and Microsoft goals. Show less

• 

  APM Terminals

  Mar 2020 - now

  As a TOS Support Manager, I lead a team responsible for overseeing the operation and maintenance of the Terminal Operating System (TOS) within port or container terminal environments, and it involves providing guidance and support to my team members in delivering technical assistance, conducting user training, and ensuring optimal system functionality. Collaborating with global IT teams and stakeholders, part of my role is to identify opportunities for team development and system enhancement, besides monitor team performance, facilitate problem resolution, and ensure compliance with industry standards, contributing to the efficiency and effectiveness of APMT operations through my leadership and support. Show less As a natural step forward towards getting a complete and successful APMT Workforce solution, my effort and responsibilities will be as follow: - Coordinator of aspects of the global APM Terminals Workforce Solution lifecycle enabling the product to meet the needs Terminals and achieve operational or other targets as cost reduction.- Prioritise APMT way of working and Terminal’s requirements with a clear and defined lifecycle management framework, aligning people, business and operations objectives.- Analyse workforce solutions in place (as Kronos) and end users research, feedback, expert opinion, and usage data to understand needs and opportunities by a close and active engagement to identify and create new and better results. - Facilitate uptake of WF solution: achievement of operational objectives and return on investment by planning development of product collateral, supporting evaluating and monitoring performance. Show less Responsible for the upkeep and smooth operations of one ot the Top Global Shipping Terminals Workforce IT solution, APM Terminals, part of MAERSK group, supervising all aspects of the incident management process, from evaluation to resolution, with the aim of ensuring that employees receive excellent technical support.Having a comprehensive and clear tracking of issues, on towards to design ways to prevent similar problems in the future, creating Incident Reports to help to track of any issues and ensures resolution, but also to assist in examining incidents and establishing processes to help prevent or minimize similar problems from arising, which will be applied to help in such areas as service failures and any other threats, reducing costs and increasing efficiency.As Support Team Leader, I supervise the performance and security of technical services and information within an organization, as well as ensuring adequate performance, training and abilities of my teamAptitudes- Team Lead by example and delivering an excellent people manager.- Excellent reporting with an organizational, critical thinking and excellent communication skills.- Effective team player and leader, able to pay attention to detail and handling crisis situations.- Defining new methods to detect/avoid systemic issues across organization. Show less

  • Terminal Workforce and Operations Support Manager

    Apr 2024 - now

  • Integrated Workforce Management Product Owner

    Jul 2022 - Apr 2024

  • WorkForce Escalation and Incident Support Manager

    Mar 2020 - Jul 2022