Madalina-Florentina Sandu-Niculita

As a Partner Success Account Manager working within the Microsoft Advanced Support for Partners (ASfP) program, I oversee partner collaboration throughout their ASfP contract period and advocate on their behalf.

My responsibilities included:

• Validated partner data, managed contract renewals/offboarding, and collaborated with PEGO for timely processes
• Ensured partners' successful ASfP subscription entitlement across groups
• Oversaw end-to-end partner issue escalation, addressed critical issues, and coordinated with ISO for support incidents
• Supported partners with strategic requests and activities, utilizing services like Cloud Consults and optimization reports
• Provided guidance on Microsoft programs to support partners
• Maintained clear communication, set expectations, and collaborated globally
• Upheld policies and procedures, contributing to ASfP delivery excellence through feedback and quality indicators
• In this role, I've developed the following skills: agreement management, communication, collaboration, and operational excellence.

• Ensured accurate contract processing and TFS data
• Optimized processes to reduce contracting cycle time
• Provided insights to improve delivery quality
• Trained new employees and performed quality checks of partner deals
• Enhanced ASfP delivery and PEGO operations
• Acted as backup for the Team Lead
• In this role, I've developed the following skills: process optimization, insights and delivery enhancement, collaboration and adaptability.

• Engaged with Partner Success Account Managers (PSAMs) for seamless deal processing
• Ensured data source accuracy for dashboards and reports
• Maintained useful dashboards and collaborated on data consistency
• Coordinated partner onboarding, entitlement, and offboarding
• Ensured successful partner onboarding across groups
• Communicated effectively and adhered to operational guidelines
• Demonstrated excellence in ASfP partner delivery
• In this role, I've developed the following skills: deal processing, data accuracy and reporting, subscription management, cross-functional collaboration, service level commitment.

• Managed daily operations for a 20-person customer support team which assisted with order management activities for the customers of a US based wireless company
• Guided team members to achieve strategic goals and provided comprehensive training
• Conducted performance reviews, coached members, managed KPI reports via the Nuance chat console, and handled escalated cases
• Ensured accurate database completion and centralized hour tracking at month-end for subordinate staff
• In this role, I've developed the following skills: leadership, team management, strategic thinking, training, performance assessment, KPI management, problem-solving, and database management.

• Conducted quality compliance reviews and evaluated support representative performance
• Collaborated with leaders to enhance team performance and provided weekly coaching for representatives
• Maintained performance records and advised on customer service best practices
• Contributed to process improvement initiatives and fostered a positive work culture
• In this role, I've developed the following skills: quality assurance, performance evaluation, coaching, process improvement, customer service, team collaboration.

• Proactively resolved escalated customer questions and issues
• Streamlined customer interactions for low customer effort
• Collaborated with the team to identify trends and insights
• Facilitated communication between Team Leads and the team
• Analyzed survey results for continuous improvement
• Optimized processes for better customer interactions
• Assisted with supervisor callbacks for escalated scenarios
• Provided support for the on-call agents while contributing to a positive and effective team dynamic
• In this role, I've developed the following skills: communication, teamwork, process improvement, data analysis, decision making.

• Responded promptly and professionally to calls/chats
• Efficiently handled data across multiple systems
• Managed phone requests, changes, and cancellations
• Exceeded monthly targets and met KPIs
• Assisted with projects and issue resolution
• Interacted effectively in a collaborative team
• Supported fellow team members
• In this role, I've developed the following skills: efficiency, accuracy, critical thinking, problem-solving.