Bobby Khan

After successfully leading the Microsoft DCA Deal Desk process, I transitioned to a new project with Constellation Brands, Inc., where I,
I took ownership of the transition phase by participating in process definition and knowledge transfer sessions to capture client expectations and translate them into operational workflows.
Led a team of 27 professionals, providing Service Desk support, ensuring seamless onboarding, and operational readiness.
Designed and implemented workflows, SLAs, and escalation matrices to enable a smooth go-live, while serving as the primary bridge between client stakeholders and Infosys delivery teams to align service desk operations with business needs.
Established performance monitoring frameworks that improved first call resolution (FCR) and reduced average handling time (AHT). Within the first quarter of go-live, the team achieved more than 95% SLA adherence, setting a strong foundation for long-term success.
Moreover, represented the team in daily operations calls, weekly status reports (WSR), and monthly status reports (MSR), presenting performance metrics, and ensuring transparency with client leadership.

Outlined major successes
Executed transition and deployment of new service desk project from initial concept.
Built and stabilized a 27-member team, achieving operational excellence within the first quarter.
Strengthened client partnership by exceeding SLA targets and aligning service delivery with client expectations.

Microsoft Enterprise - DCA
(Sales Enablement, Commercial Operations, and Deal Desk Support)

Managed operations and provided high-touch assistance to sellers, facilitating seamless progression from verbal agreement to signed contract.
Led a team of 15+ professionals, delivering end-to-end deal desk and pre-sales support.
Partnered with sellers worldwide to convert commitments into signed contracts, overseeing CPQ, discount approvals, and CLM.
Directed contract drafting (MSAs, SOWs, SLAs), and compliance checks to ensure legal and pricing accuracy.
Coordinated enterprise program management for 100+ large deals annually, ensuring milestone tracking and on-time execution.
Improved team productivity by 15% and reduced contract turnaround time by 20% to 25%, accelerating deal closures.

Key Achievements:
Consistently ranked at the top of CSAT scores (4.7–5.0), directly from Microsoft Sellers.
Streamlined backend processes, enabling sellers to focus on pitching and relationship-building.
Delivered measurable improvements in seller satisfaction and operational efficiency.

• Collaborated with cross-functional teams to achieve overall business objectives and improve operational performance.
• Managed daily staff scheduling of the entire LOB with FTEs around 45, ensuring optimal coverage during peak hours while minimizing labor costs.
• Evaluated operational metrics regularly to identify areas for improvement and implement corrective actions accordingly.
• Implemented a strategy of brainstorming sessions, quartile-wise, which benefited from a jump of 40% in the customer experience score. Agent performance moved from 4 to 9.
• Improved customer satisfaction rates by closely monitoring service quality and addressing issues promptly.
• Developed and maintained a high-performing team with ongoing training, coaching, and performance evaluations.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
• Assisted in recruitment to build team of top performers.
• Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.

• Developed comprehensive plans for new initiatives, outlining goals, resources required, and expected outcomes.
• Streamlined operational processes by identifying inefficiencies and implementing strategic improvements.
• Influenced long-term operational strategy planning contributing insights from day-to-day experiences in execution.
• Facilitated communication between departments, fostering a collaborative work environment that improved overall business performance.

• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
• Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
• Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
• Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
• Established strong relationships with key customers, resulting in increased customer loyalty.
• Coordinated with internal teams to provide prompt support and address client needs efficiently.
• Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
• Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
• Streamlined customer onboarding process for accelerated product adoption and increased retention rates.

• Coordinated special events and exclusive experiences to foster deeper connections between customers and the brand.
• Collaborated with cross-functional teams to align loyalty initiatives with broader organizational goals that helped revenue generation with 12% in first month.
• Harmonized internal reporting procedures related to loyalty metrics, promoting greater consistency across departments in tracking success factors.
• Drove incremental revenue through targeted upsell initiatives designed specifically for high-value customers.
• Streamlined processes for reward redemption, enhancing the overall customer experience.
• Improved member retention rates by regularly assessing feedback and making data-driven adjustments to offerings as needed.
• Boosted customer satisfaction with effective resolution of concerns and proactive outreach efforts.

• Delivered exceptional technical assistance through both phone and email channels while maintaining professionalism at all times.
• Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
• Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
• Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
• Assisted in the development of standard operating procedures for technical support, resulting in improved team efficiency and consistency.
• Assisted in the creation of an internal knowledge base, enabling faster resolution times for common issues across the support team.

• Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
• Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
• Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
• Consistently received positive feedback from both customers and colleagues alike due to dedication towards outstanding service delivery.
• Always kept a buffer and led the target by 25% of all KPIs, which helped exceed performance metrics by consistently providing quality support to clients.