Deborah Tom

Experience

• 

  WHMP/WRSI~The River Saga Communications

  Sept 1985 - Jun 1989

  Show Host/Commercial Talent

  Local news producer, on-air show talent, commercial production and lunch runner. Special Sunday show host "New Acoustics" and mid-day weekday show host.

• 

  Channing Bete Company

  Jun 1988 - Jun 1989

  Public Relations Manager

  Promoted the written products to appropriate audiences through events, publications and broadcasting.

• 

  United Way of King County

  Jul 1989 - Oct 1989

  Speakers & Tours Coordinator

  Supported the fall fundraising drive by connecting companies with speakers for on-site engagements; and with tours of nearby community charities supported by United Way giving.

• 

  KEZX - FM

  Nov 1989 - Mar 1990

  Radio Show Host

  On-air talent and engineer to produce an 8-hour radio show of music and information.

• 

  Turner Broadcasting

  Nov 1989 - Oct 1990

  Assistant to VP of Ops - 1990 Goodwill Games

  Supported planning, development and production of the 1990 Goodwill Games in Seattle, Wa through coordination and facilitation of the Vice President's activities to prepare all aspects of operations from venue camera locations to staffing.

• 

  McCaw Cellular Communications Inc

  Nov 1990 - Jul 1995

  Marketing Manager

  Member of virtual team who launched first direct marketing campaign and fulfillment of cellular phones and accessories for 1-800-IMAGINE. Managed partners, established mobile phone accessory sales program. Led an in-depth channel assessment program resulting in the business case supporting direct to consumer sales.

• 

  AT&T Wireless

  Jan 1995 - Jan 1998

  Marketing Manager

  Retention management responsible for driving understanding of the long-term value of business customers, defining retention offers and the ROI for retaining top business customers in a rapidly evolving industry.

• 

  Microsoft

  Jul 1998 - May 2019

  Developed a system (called "OneList") for resolving significant revenue, deployment and usage blocking issues as reported by our field sales organization, in partnership with internal experts across the business divisions of Microsoft. Typically addressed highly complex business or technical issues which require cross-group collaboration to open up new revenue opportunities, or to allow Microsoft a competitive advantage. This program focused on improving the customer and partner experience with Microsoft services and devices, and on making Microsoft better every day.Managed a PMO team of 12 people who focused on process excellence, communications, reporting and incubation of new ideas. Sponsor for the Modern Workplace virtual team addressing service adoption issues; and the Office 365 Advocacy Team. Certified in the PROSCI methodology for Change Management and applied to drive successful change and adoption of programs. Completed PROSCI Train-the-Trainer course. Show less Reported to the Corporate Vice President of Customer and Partner Advocacy to drive strategy development and implementation, of a new function focused on internal discipline to solve complex issues to increase revenue and customer satisfaction. Specifically, drove the incubation of top customer issue management processes, played a key role in the management of the 2006 Daylight Saving Time change across Microsoft products, and authored communications delivered to the CEO, COO and Presidents of the Company on top company trends and analysis. Show less Management of CSS ROB, award programs, events, CSS CPE Top Issues and the CSS business manager community. Leadership meeting planning, communication and follow-up aligned to the CSS ROB; liaison to the Services and on behalf of CSS for ROB planning and award programs. Enabled the CSS LT to more fully leverage the available recognition programs by communicating the differences in awards via the CSS Awards Framework. Provided basis for SMSG Awards manager to review CPE and COE award allocations to justify increase in allocation to CSS. Provide leadership, tools and processes to the award managers across CSS in the quarterly management of GPGP and CPE Champion award programs. Drove the transition of the GPGP program tool to the new Awards & Contests Tool launched in July 2006 which results in a streamlined and efficient processing of awards and a significant time savings for all award managers and CSS Directs.Manage CSS-assigned CPE Top Issues via the Top Issue Management process. Represent CSS in reporting updates to the monthly Action Council. Coordinate SMEs and stakeholders across various groups to address and bring issues to closure for customers. Show less Communications manager for all internal/external messaging on the Customer & Partner Experience (CPE) initiative – a role and a group which was incubated, evolved and changed significantly during my tenure. Set strategic direction, defined tactical plans and managed a team of experts to drive the evolution of internal employee messaging to assist them in making the connection between their roles and their individual ability to impact satisfaction. In FY05, touched over 15,000 employees directly with broad messaging, including promotion/integration at TwC/EE Fest, Company Meeting and the highest rated track at MGB. CPE speaker for internal audiences via NEO, MS101 and various internal conferences, consistently ranking in the top 5 speakers. Architected, designed and managed the Worldwide CPE Portal, http://cpe, a window to company wide information on customer and partner satisfaction. Bimonthly editions of creatively written articles provide a history of evidence of improvements that people and groups are making in CPE. Developed and executed CPE Lead Community communications, building for a group of 40 in 2000 to what grew to an extended community of hundreds in all divisions of Microsoft by 2005. Created executive communications materials for Kathleen Hogan, Corporate VP of CPE, for presentations, memos and videos to internal audiences. Advised key executive writers for Steveb, KevinJo and JimAll on CPE-related messaging. Produced videos with customers, executives and employees speaking in their own words of the importance of the focus on satisfaction and reinforcing individual commitments to customers. Established strategic approach to engage in external communications with customers, partners, analysts and media including CPE External Messaging Framework, CPE Talking Points. Training video included production of vignettes of Kevin Johnson, Lori Moore, Peter Boit and Erik Renaud putting the concepts into action. Show less

  • Director, Business Program Management

    Mar 2013 - May 2019

  • Sr. Global Advocacy Manager

    Nov 2008 - Feb 2013

  • CVP Business and Communications Manager

    Sept 2006 - Nov 2008

  • CSS Business Manager

    Sept 2005 - Sept 2006

  • CPE Communications Manager

    Oct 2000 - Sept 2005

  • US Field Marketing Manager

    Jul 1998 - Sept 2000
• 

  Young Men's Service League

  May 2019 - May 2022

  Founding Director, VP Philanthropy

  Co-founder of the Seattle Chapter of the Young Men's Service League (YMSL) in May 2019. YMSL is a non-profit national organization that initiates and encourages young men and their mothers to pursue philanthropic involvement in their community and provides an opportunity to enhance mother/son relationships. There are currently 97 chapters across the United States.

• 

  Blue Moon Arts Studio

  Nov 2019 - now

  Glass Fusion Artist

  Fused glass art pieces that are functional, wearable or aesthetically beautiful. Selling primarily on Etsy and at local fairs and festivals. Member of a community of glass artists at Moltenworks in Woodinville, WA. https://www.etsy.com/shop/BlueMoonArtsStudio