Geoffrey Owen

Senior Certified Client Success Management Professional (CCSMP)

NRI North America

Jan 2025 - Current (1 year 9 months)

Member

Practical CSM

Mar 2022 - Current (4 years 7 months)

University Student: Business Administration IT Management

Western Governors University

Sep 2018 - Current (8 years 1 month)

WGU’s online business information technology management degree program includes coursework in key areas like management and leadership, business, networks and security, and information systems management. These information and technology skills are vital to mesh important business and IT strategies to help organizations thoughtfully utilize technology. Key Subject Areas: Economics Project management Organizational behavior Change management Network and security Information systems management Data management Human resources Quantitative analysis for business Learn about the degree here: https://gowenplaces.com/degree-information

Certified Client Success Management Professional (CCSMP)

NRI North America

Mar 2022 - Jan 2025 (2 years 11 months)

(Core BTS Re-Branded as NRI North America - April 2025)

Customer Success Account Manager

Microsoft

Jul 2020 - Nov 2021 (1 year 5 months)

Short summary: Responsible for driving digital transformation outcomes for 13+ Microsoft Enterprise and SMB customers delivering over 1M in yearly revenue. I manage the delivery of proactive/reactive programs to augment brand loyalty, improve organizational trust, and deliver exceptional value, while strategically positioned as the customer's advocate and voice within Microsoft. Key Achievements:
• Accountable for managing Portfolio Delivery planning and execution within customer agreements. Prioritized and executed programs that drove supportability, consumption, and operational health, to generate 10% increase in renewal growth during a global recession.
• Team leader for using marketing resources to gain customer insight – orch

Technical Account Manager

Microsoft

Sep 2019 - Jul 2020 (11 months)

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Senior Support Engineer

SmallNetworks

Apr 2019 - Sep 2019 (6 months)

Short Summary: Responsible for providing communications and infrastructure services to small office customers in the Seattle area. I provided proactive support to embedded IT infrastructure and systems, delivered remediation services, managed disaster recovery, and oversaw service delivery planning for 30+ clients, 10+ Windows servers, 100+ workstations, and 100+ users to achieve set performance goals and ensure seamless technical operations. Key Achievements:
• Consulted with small business partners regarding their IT needs and acted as a sales and training liaison.
• Collected customer feedback to maximize effectiveness, improve service response times, and inform overall business strategy.

IT/Mobile Support Technician II

Gates Foundation

Aug 2018 - Apr 2019 (9 months)

Short Summary: Responsible for collaborative feature-level planning and execution for mobile technology projects. Key Achievements:
• Exerted director-level influence within a matrixed organization to mitigate a key organizational risk by developing new requirements to address a potential loss of $1M worth of hardware assets.
• Collaborated with 4 different teams including engineering and UX to develop and release mobile service features. Vendor: ATOS Description: The IT Support Specialist - Mobile is responsible for providing high-quality customer service and technical support to all IT users for their mobile technology. This position requires the delivery of support up to a Tier 2 level to users both in person as well as on the

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M365 Migration Consultant

ConnectWise Cloud Backup™

Nov 2017 - Jun 2018 (8 months)

Short Summary: Accountable for migration project support and delivering positive outcomes for Microsoft Partners and customers on the SkyKick platform. I ensured project completion within given time and budget by delivering strategic reforms. I improved alignment and product understanding by creating new features, escalating support issues, delivering status updates to internal teams/client contacts, while leveraging chat, email, and phone support queries, as well as coordinating with engineering department. Key Achievements:
• Responsible for researching, clarifying, and communicating end-user product requirements to the engineering and support teams, as well as the stewardship and escalation of identified product issues.
• Stren

Team Lead & Trainer

Microsoft

Jan 2016 - Aug 2017 (1 year 8 months)

Short Summary: Responsible for team performance and alignment with department objectives, key results, and SLAs for 23 Support Engineers and 5 direct reports, impacting over 50,000 customer accounts. I lead continuous performance improvement initiatives for the Office 365 Data Protection team. Through effective mentoring and coaching techniques, the team achieved a 27% increase in monthly ticket closure rate KPI, reduced time-to-resolve by 10%, and increased Net Promoter Score response rate by 15%. Key Achievements:
• Improved quality and performance improvement transparency by collaborating with various partners and teams to re-design and re-launch the team's quality and compliance auditing capacities, resulting in a 10% increase in K

Advanced Technical Support III

AT&T

Jun 2014 - Dec 2016 (2 years 7 months)

• Assisted 60 team members with performance improvement plans by scheduling and directing 23 monthly meetings to collaboratively grow their knowledge of current processes, policies, and content updates, increasing average survey scores by 10% per agent.
• Consistently exceeded expectations by solving Tier I, II, III requests for consumer products/accounts & networks and closed over 12,000 requests over the course of 1.5 years, representing the top 10% of specialists in time-to-resolve and satisfaction.
• Identified and updated 53 critical support articles, helping support a successful iPhone 6 and iOS 8 AT&T launch.
• Managed Network Operations center (NOC) requests for customer information using basic networking tools in CMD

Geek Squad Consultation Agent

Geek Squad

May 2011 - Jun 2014 (3 years 2 months)

• Researched and identified over 1,500 critical errors on consumer electronics and submitted appropriate tools and procedures requests to solve the issues identified, effectively preventing re-occurrences on affected devices. Led team-wide effort to ensure proper soft-skills training was completed before working with on-premise customers, directly correlating to a 200% revenue increase, compared to an average revenue increase of 25% in 1,779 stores.
• Championed the customer's exit experience by purchasing, expensing and using a "Geek Squad Stamp" which was unique to the Bellevue Store. This stamp had our address, phone number, the Geek Squad motto and the link to our survey. We used it on every exit interaction and our survey response

Amazon Fresh Warehouse Associate

Corestaff Services

Aug 2010 - Nov 2010 (4 months)

Duties Summary: Maintained a high level of performance. Balanced high productivity with superior quality. Every day there is something to be learned. Above rate in all functions assigned. Warehouse duties include picking/packing/sorting/shipping.

Front Desk Night Supervisor

Gold's gym

Aug 2008 - Dec 2008 (5 months)

Duties Summary: Provide excellent customer service; present the Gold's Gym brand in a professional & respectful manner; know & follow Gold's Gym policies & regulations. Night Supervisor duty includes security, safety, membership verification, gym maintenance & selling products.

Retail Sales Associate

Macy's

Jun 2008 - Sep 2008 (4 months)

Duties Summary: Exceed customer expectations based on Macy's Star employee priorities: Assortments, price simplification, improving the shopping experience, & marketing. Stay informed on fashion trends; be friendly, clean, crisp, & clear; act fair & have fun. Selling is THE priority.

Package Handler

UPS

May 2008 - Aug 2008 (4 months)

Duties Summary: Load & unload packages quickly & accurately to/from trucks; make sure every package is delivered on time, to the right place, as fast & efficiently as possible; follow all safety guidelines: "Know your place, watch your step, & stay alert." Trained to advance to sorter.

Sales Floor Team Member

Target

Aug 2007 - Oct 2007 (3 months)

Duties Summary: Provide "Fast, Fun & Friendly" professional, responsive retail customer service; perform point-of-sale cashiering; electronics specialist; organize electronics department to showcase merchandise. Move back room stock to sales floor.

Retail Sales Associate

Mervyns

Mar 2006 - Sep 2007 (1 year 7 months)

Duties Summary: Provide professional, responsive retail customer service; assist customers through merchandise location, price verification & suggestive selling; perform point-of-sale cashiering; stock & organize assigned sales floor space.

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Tennis Instructor

T2 Tennie Tennis

Jun 2005 - Aug 2006 (1 year 3 months)

Duties Summary: Teach tennis basics to children & juniors aged 7-14 enrolled in tennis classes through Tennis Outreach & Redmond Parks & Recreation. Lead instructor 2006.

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Snowboard Instructor

Lake Washington Snowsports Council

Apr 2004 - Apr 2005 (1 year 1 month)

Duties Summary: Ski and Snowboard School instructor, terrain guide, and coach. -Ensured an enjoyable guest experience to adults and children. -Provided high-quality multi-disciplinary instruction paths and lessons. -Created terrain mapping guides. -Developed student's success by providing accurate feedback and increased lesson sign-up adoption by encouraging experience-focused activities, leading to a 10% increase in session renewals. -Ensured an enjoyable guest experience to adults and children by creating an environment of inclusiveness, insightful conversation, and fun.

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Geoffrey Owen

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