David Burbine

Business Program Manager @Microsoft

Fargo, ND, US

Direct cross-functional initiatives to enhance operational efficiency, including the automation of team workflows and the development of comprehensive reporting and metrics infrastructure-Proactively triage and prioritize open support cases based on duration, financial impact, and account profile, ensuring timely and effective resolution-Serve as the liaison between Customer Success, Cloud Solution Architect, Global Finance, Engineering, and other internal stakeholders to drive alignment and expedite case resolution-Facilitate monthly stakeholder meetings and deliver regular updates on escalation trends, case health, and strategic initiatives-Collaborate with Customer Success Managers and partner support teams to streamline communication, clarify decision points, and eliminate operational bottlenecks-Identify and address systemic issues by aggregating case data and presenting actionable insights to executive leadership for strategic remediation-Enhance the customer experience through the implementation of improved escalation procedures and cross-team collaboration frameworksKey Achievements-Appointed interim team lead during a leadership transition, maintaining operational continuity and team performance-Designed and launched the DCSA Azure Support Case Report, a transformative Power BI solution that streamlined support case visibility, reduced escalation errors, and enabled proactive customer engagement—recognized with the Q3 Playmaker Award-Led multiple strategic projects focused on automation, reporting, and process optimization, resulting in measurable reductions in manual workload and increased team capacity

University of Minnesota Crookston

Finance