Managed end-to-end payment operations, claims processing, incentives, engagements, POE validation, invoice validation, and payouts. Resolved high-priority and Top Partner cases as a Tier 2 Agent, maintaining high accuracy and service quality. Improved SLA performance by achieving 30% First Day Resolution (FDR). Reduced investigation time by 50% by creating structured process scenarios. Delivered strong customer experience with 15 CSATs in a single month. Conducted audits and compliance checks to ensure adherence to Microsoft policies and internal controls. Collaborated with Microsoft Internal Teams to ensure seamless partner experience and accurate claim resolution. Leveraged Power BI and Dynamics 365 to analyze case trends and support data￾driven decisions. Maintained high accuracy in high-volume environments, ensuring SLA and quality benchmarks are consistently met.