From Chaos to Clarity in 48 Hours: How I Cut Microsoft’s AHT in Half with One Strategic Systems Shift
I started at Microsoft as a customer service agent, right as they were launching a brand new social media support channel. The team was new. The system was untested. And within a month, it was obvious:Things weren’t working. I wasn’t in charge. I wasn’t senior. I was just a frontline agent, doing the work, and…