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Customer Service / Support
Kelly Soo

Kelly Soo

Business Program Manager


About Kelly Soo:

Awarded twice in a row with Microsoft Azure Connected Communities badge, I enjoy sharing my Azure Commerce Knowledge with the wider community with the purpose of helping to build success of others. I like to redefine existing business process and adopt the latest technology to improve productivity which in turn exceed customers and partners experience with my engagement. I am a strong collaborator and communicator and excel in simplifying technical terms for non-technical users.


Deal Operations Program Manager Jul 2021 – Sep 2023
Provide dedicated end to end Deal consulting services (Quote to Invoice) from Enterprise to Digital Natives customers across Greater China Region with focus on Hong Kong. An Azure Deal Subject Matter Expert, I am responsible for de-risk processing breaks prior to signing with Commercial and Deal Desks Team to ensure due compliance for customers and Microsoft.
● Identified gaps in Quote to Invoice through in-depth data analysis and improved KPI from 32 days to 12 days within 3 months for Hong Kong deals.
● Obtained Azure Connected Communities Subject Matter Expert award in 2022 and 2023 through sharing best practices with Azure Worldwide Communities.
● Initiated, analyzed, and took ownership of Azure upskilling knowledge project in Asia Operations Deal Management Team and strengthened team’s overall platform knowledge in Azure deal management and improved Azure deal consultancy turnaround across multiple Asia regions.
Business Program Manager Aug 2018 – Jun 2021
Owned end to end program management for Azure Enterprise Portal from creation of Azure Subscriptions to issuance of billing invoices. Vendor managed outsourced vendors in supporting Enterprise Customers and Partners globally, from onboarding to resolving challenging subscriptions and billing issues. Coordinated closely with Engineering to complete system enhancement projects and maintain customer satisfaction scoring post implementation.
● Successfully attained and achieved 3 months of high customer satisfaction scoring (4.8 out of 5) through mentoring and coaching vendors.
● Awarded multiple Voice of Customers awards nominated by Channel Partners and End Customers.
● Initiated and implemented Go-To-Market Process workflow and significantly reduced engineering tickets by 30% by providing clear, concise routing rules within 1 month.
Business Operations Support Analyst Aug 2017 – Aug 2018
Provided end to end support on Commerce Platform operations to technical and non-technical audiences to resolve issues based on established workflows and policies. Troubleshooting with Engineering teams through SQL and Kusto queries triages to resolve escalated system bugs. Identify process improvement opportunities through data analysis and provide to Team Lead to drive improvements.
● Achieved Customer and Partners Satisfaction Survey Scoring consecutively for 8 months in APAC region.
● Attained First Day Resolution for 75% of incidents managed within the month.
● Expedited resolutions within 168 hours by collaborating closely with cross functional teams (Engineering, Commercial Executives, Product Groups) to resolve top severity billing system bugs.


2001 - 2004: Bachelor’s degree in computing – National University of Singapore

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