Corporate Vice President of Customer Service & Support at Microsoft
Aileen Allkins is Corporate Vice President of Customer Service and Support (CSS) and leads an organization of approximately 25,000 talented frontline engineers and advocates who provide support to commercial and consumer customers and partners across all Microsoft products, services and devices through millions of support interactions each year.
Passionate about delivering great support and customer care, Aileen is transforming the way Microsoft provides customer support by leveraging technology and enabling engineers and advocates to empower, help and advise customers to achieve more.
Aileen has been transforming the customer support experience for global software companies including Microsoft, Hewlett-Packard, Peregrine Systems, and Onyx Software for nearly 30 years. Her experience spans a multitude of customer support scenarios from customer service accounts and billing to deep technical issues across the full range of customers from consumers, SMBs, public sector and large enterprises.
By taking a holistic approach to transforming the customer experience, Aileen has established a proven track record of not only increasing customer satisfaction, but also improving employee engagement and generating revenue through the customer support organization.
Prior to joining Microsoft in 2016, Aileen led worldwide software support for Hewlett-Packard (HP) and was responsible for consolidating the customer support experience following a number of acquisitions and to grow support revenues through increased customer retention, improving contract renewal rates and expanding upsell opportunities. Through her leadership and strategic vision, HP experienced a 20% increase in customer satisfaction, an 8% improvement in employee engagement and revenue of $2 billion.
Before joining HP, Aileen was strategically recruited by Peregrine Systems to improve customer satisfaction levels within a demoralized support organization. She not only was able to improve customer satisfaction from 80% to 92% within a year, she also improved employee engagement levels from the lowest in the company to the highest.
Aileen’s preparation for her senior leadership positions was built upon a strong foundation of roles including general management, sales and services management.