Inga Trifan
Bucharest
Summary
Proud Microsoftie with over nine years of experience at Microsoft and leading companies.
As an effective communicator and results-driven problem solver, I am committed to delivering support and service to our customers and engineers, building strong relationships, and driving positive outcomes.
Dynamic and empathetic support engineering leader with a proven track record at Microsoft, driving operational excellence, and enhancing customer satisfaction. Expert in coaching and mentoring teams and individuals while leveraging data-driven decision-making to improve processes. Successfully led initiatives that significantly boosted customer loyalty and streamlined support operations, fostering a culture of accountability and continuous improvement.
Passionate about contributing to Microsoft's mission of empowering individuals and organizations on the planet to achieve more.
Overview
6
6
years of professional experience
Work History
CSS- Interim Support Engineering Manager
Microsoft
Bucharest
11.2024 - Current
- Leading a team of subscription and billing support engineers (vendors), ensuring high-quality customer support, and driving customer satisfaction metrics.
- Acted as an escalation point, facilitating technical issue resolution, and removing roadblocks to streamline operations.
- Developed and executed readiness plans, ensuring engineers had the necessary skills to support new technologies.
- Collaborated with engineering, product, and readiness teams to close knowledge gaps, and enhance support efficiency.
- Proactively identified opportunities to improve internal processes and customer engagement strategies.
- Mentored and coached support engineers, fostering a culture of growth, accountability, and continuous learning.
- Partnered with cross-functional teams to align technical support strategies with broader business goals.
- Directed recruitment, hiring, and training of new staff members.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Monitored staff performance and addressed issues.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Coached, mentored and trained team members in order to improve their job performance.
- Analyzed customer feedback data to develop action plans for improving the support experience.
- Enhanced customer satisfaction through the development of a customer service excellence program.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Facilitated team meetings and workshops to foster collaboration and share best practices.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
CSS- Senior Support Engineer
Microsoft
Bucharest
03.2023 - 10.2024
- Provided technical expertise and advanced troubleshooting for critical Azure billing and subscription cases.
- Supported escalation management efforts, working closely with customers, and internal teams.
- Assisted in readiness and training initiatives, ensuring knowledge transfer, and skill enhancement.
- Owned the customer experience, from scoping through to the resolution of the technical issue, and escalated issues to the appropriate stakeholders quickly, early, and often to unblock cases, using CARE behaviors to ensure a great customer experience.
- Identified and escalated product gaps and process inefficiencies to improve the overall customer experience.
- Resolved complex problems encountered by S-500 customers related to Azure subscription and billing issues.
- Engaged in customer education and guidance, empowering users to optimize their Azure environment.
- Demonstrated a customer-focused culture by understanding customer needs and leveraging processes to help achieve positive customer outcomes.
- Worked collaboratively with internal teams to refine support processes, and improve operational efficiency.
CSS- Support Engineer
Microsoft
Bucharest
02.2019 - 02.2023
- Owned customer experience, from scoping through to the resolution of the technical issue, escalates issues to the appropriate stakeholders quickly, early, and often to unblock cases.
- Demonstrated a culture of learning by asking questions and answering questions using swarming.
- Resolved customer issues through problem-solving, collaboration, and research. Demonstrated ability to own and drive escalated issues as needed in ASMS skill sets.
- Collaborated and owned the experience on cross-team and cross-product technical issues by working with resources from other groups, as needed, to resolve moderately complex customer issues.
- Identified gaps and submits Supportability, Modtrack, Protrack, and Traintrack asks directly.
- Demonstrated a customer-focused culture by understanding customer needs and leveraging processes to help achieve positive customer outcomes.
- Always brought the strongest performance results
Education
Prosci Change Management For Managers
Microsoft
11-2024
Coaching Habits MOOC
Microsoft
02-2024
Aspiring People Manager Program
Microsoft
07-2023
Inclusive Hiring Training
Microsoft
01-2023
CSS Trainer
Microsoft
01-2022
International Business Management
Romanian-American University
Bucharest07-2016
Skills
- Leadership
- Operational Excellence
- Deliver results through teamwork
- Change management
- Customer support
- Process improvement
- Performance evaluation
- Project management
- Data Analysis and Reporting
- Hiring and retaining talent
- Coaching and mentoring
- Active listening
- Accountability
- Emotional intelligence
- Problem-solving abilities
- Data-Driven Decision Making
- Knowledge Management
- Adaptability
Languages
Russian
First Language
English
Proficient (C2)
C2
Romanian
Proficient (C2)
C2
References
References available upon request.
Timeline
CSS- Interim Support Engineering Manager
Microsoft
11.2024 - Current
CSS- Senior Support Engineer
Microsoft
03.2023 - 10.2024
CSS- Support Engineer
Microsoft
02.2019 - 02.2023
Prosci Change Management For Managers
Microsoft
Coaching Habits MOOC
Microsoft
Aspiring People Manager Program
Microsoft
Inclusive Hiring Training
Microsoft
CSS Trainer
Microsoft
International Business Management
Romanian-American University
Similar Profiles
Sathish G PanneerselvamSathish G Panneerselvam
Senior Software Engineer at MicrosoftSenior Software Engineer at Microsoft
Yashashwini GowdaYashashwini Gowda
Support Escalation Engineer at MICROSOFTSupport Escalation Engineer at MICROSOFT
Abhishek ShuklaAbhishek Shukla
Software Engineer 2 at MicrosoftSoftware Engineer 2 at Microsoft