Andrea Barajas

Experience

• 

  GameStop

  Jun 2014 - Nov 2017

  Assistant Store Manager
• 

  Conduent

  Jan 2017 - Apr 2017

  Technical Support Advisor - Customer Service Representative

  Technical support / Customer service representative.

• 

  Microsoft

  Apr 2019 - now

  - Product SMEs and product/program policy experts for: Consumer and Commercial hardware (Surface, Xbox) Xbox Game Pass, and Protection Plans- Reviews customer provided AI utterance data from to identify opportunities & recommendations​- Consolidates customer and advocate AI utterance data and feedback from regional sources- Acts as a product subject matter expert, coaching and mentoring sales coaches, team leads, and regional partner technical advisors- Reviews & provides subject matter expert input on new and changing support engineer content- Translates new product L&D and marketing content requirements to be easily consumable by customer facing support engineers​- Create and run "Train the Trainer" or "Coach the Coaches" sessions for trainers & coaches​ managing support engineer teams- Join Support engineer round table sessions to gather and action feedback from the front lines- Support customer journey calibrations with product expertise Show less - Sales Strategy lead for Microsoft Store Support- Monitoring and evaluating performance- Supporting readiness- Evaluating driver improvement- Optimizing curriculum- Performing technical mentoring- Driving implementation of improvement initiatives- Collaborating on cross-team and cross-product technical issues- Ensuring progression of cases to solve technical issues- Acting as a case escalation point- Improving current processes- Serving as an early warning system- Improving processes and workflows- Proposing revisions to process and policy KBs- Evangelizing product and process improvements. Show less - Drive results through a team of Service Advisors, who help our customers achieve more.- Deliver consistent and constructive feed-forward as well as recognition to develop talent among the store team.- Timely delivery of Connect Meetings to mentees to work on their contribution to the store team as well as career development.- Use analytics to make informed decisions, and changes to the business to deliver results.- Lead the sales floor team, and deliver on the spot coachings as well as follow up to maximize revenue and bolster the customer experience.- Positivley impact company and store culture by modeling Microsofts values and contributing to a positive work health.- Follow up with customer interactions to not only enhance the Microsoft culture of customer obsession, but to develop and coach associates to create customer experiences beyond expectations. Show less As a Role Mentor to the London Flagship Microsoft Store management team I :- Created lesson plans and learning content to facilitate mastery in role knowledge- Dealt with complex scheduling and timing issues while being adaptable- Coached and mentored the ASM team and other store associates in the days before and after the grand opening of the store- Helped to guide and solve complex business challenges, while being sure to allow the ASM team the space to form their own culture and ideas. Show less

  • Sr. Technical Advisor - Solution area Sales Advisor

    Aug 2024 - now

  • Partner Technical Advisor - Sales Strategy

    Feb 2020 - Aug 2024

  • Brand Manager

    Nov 2017 - Feb 2020

  • London Flagship Retail - Manager Role Mentor (CE)

    Apr 2019 - Aug 2019