Innocent Ndeke

Lead Microsoft Recovery AMS operations, driving service delivery, operational excellence, AI adoption, and business performance across global teams. Develop KPI dashboards, optimize workflows, strengthen governance, coach managers, and partner with Quality, Engineering, Workforce Management, and Customer Success to improve productivity, customer experience, and continuous improvement.

Led Microsoft Security & Compliance operations, improving service delivery, governance, and operational consistency across support teams. Partnered with cross-functional stakeholders, strengthened performance management, optimized processes, and supported organizational growth through continuous improvement and leadership development.

Successfully launched Microsoft's first MLTS Consumer support operation in Rwanda. Led hiring, onboarding, coaching, and operational readiness while improving customer satisfaction, productivity, and service quality. Built scalable governance, optimized workflows, implemented AI-assisted improvements, and developed high-performing teams.

Led enterprise Microsoft technical support operations focused on customer experience, operational excellence, SLA performance, and team development.

Delivered advanced Microsoft technical support using enterprise support platforms, including Zendesk. Resolved complex customer issues, managed escalations, improved service quality, mentored engineers, and contributed to knowledge management and continuous process improvement across Microsoft's global support organization.

Managed customer support operations, leading high-performing teams while improving service delivery, operational efficiency, and customer satisfaction. Optimized workflows, strengthened SLA performance, coached team members, and collaborated with stakeholders to deliver consistent, high-quality customer support.