Kasey Oldham

About Kasey Oldham

I am a global customer advocate leading programs to transform the AI & Digital footprint, optimize operations and enable Change Adoption by delivering customer excellence across the Commercial business including SMB, Security, Enterprise, Public Sector, and Top Tier customers. I identify strategic areas of opportunity, build new products, and look around corners to anticipate customer needs. I bring structure to chaos and create clarity from ambiguity. I am a rare leader who blends technical proficiency with business value to meet the customer\'s needs across healthcare, networking, telecommunications, enterprise and consumer e-commerce industries, cloud and AI - a key differentiator and distinction of my success.Selected AchievementsDesigned global support strategy with feedback-driven quality program reducing errors by 44%, problem reoccurrence 42%, and boosted positive customer sentiment 10% within 3 months.Pioneered premier product for customer service to proactively identify and resolve issues before customers were even aware using digital data and artificial intelligence; saved $15M annually by eliminating the need for dedicated front-line support.Reigned in out-of-control global product releases performing deep analysis to clean up 525 global system, and document change submissions. Implemented 49%, closed 51%, and decreased system operational errors 54%.Founded PMOs based on three fundamental pillars of strategy, measurements, and change adoption management with decision-making authority to define technical roadmap, product vision, execution, and success metrics for managing top initiatives in portfolio ranging from 3 months to 3 years with prioritization mechanism in support of corporate goals.Architected roadmap that revolutionized customer management and aligned service centers on 5 continents around best practices in 24/7 support — for the first time presenting as a truly global organization.Signature StrengthsStrategic Planning * Business Optimization * Telecommunications * Prioritization Roadmaps * Voice of the Customer * Digital Change * Technology * Product Innovation * AI * IoT * SaaS* Automation * E-Commerce * Customer Success * Change Management * Global Team Management * Cross-functional Leadership * Agile * Technical Program Management * SDLC * Risk Mitigation * Six Sigma * Post-M&A Integration

Experience

1. Director, Global Customer Success Portfolio, Change Management, and Enablement

   Microsoft

   Sep 2019 — Present · Seattle, WA, US

   Implemented a Portfolio Project & Change Management team in support of $5B Enterprise business operating in over 100 countries with 16k+ customers, and 35k+ employees. Managed 9 portfolios to the strategy for support offers, cloud consumption, AI enablement, digital delivery and adoption, tooling, and processes while providing project and change management leadership, prioritization, objectives and key results definition and tracking, and confirming success realization through to adoption.

Education

• Virginia Commonwealth University

  Bachelor’s Degree, Health Information Systems

Skills

• Portfolio Management
• Logistics Management
• Cisco Systems Products
• Business Process Improvement
• Outsourcing
• Team Leadership
• Process Improvement
• IT Service Management
• Change Management
• Data Center
• Budgeting & Forecasting
• Cisco Technologies
• Pmp
• Crisis Management
• Cross-Functional Team Leadership
• Saas
• Cloud Computing
• Data Warehousing
• Professional Services
• Itil
• Business Analysis
• Metrics
• Management
• Professional Mentoring
• Project Management
• Software as a Service (Saas)
• Six Sigma Green Belt
• Talent Development
• Business Process
• Program Management
• Vendor Management