If you're in the Charlotte area, be sure to pick up a copy of the Greater Charlotte Biz and see for yourself CTS's VP - Marlena Werder - appearing on the cover! If you're not in the Charlotte area, you're in luck because they put the article online too.

(image from Greater Charlotte Biz website)

From the article:

Marlena Werder heads Commercial Technical Support for Microsoft, and she has been doing variations of this job for over 17 years with the company. If any enterprise—big or small—around the world runs into a problem with a Microsoft product, it’s Werder’s teams’ responsibility to find a solution. She is charged with driving the global strategy for CTS and managing teams based throughout the United States and in India.

She is in a position to see the breadth and depth of the Microsoft organization. With over 90,000 employees worldwide, customer service is critical to the success of the business.

“Microsoft directly connects with customers. Not only do we help and support customers, but we also want to learn from them to make future products more successful. Microsoft wants to be proactive and take a preventative posture—we want to get ahead of problems before the customers experience the symptoms of problems,” she explains.

[...]

Upon meeting Werder, one is impressed with her thoughtful, engaging nature and her obvious skill in managing broad and complex communications. She exudes determination to get to the root of problems and persistence in her ambitions to succeed.

She seems to have a great vision for working in a global world; she is very conscious of diversity—language, culture, age—and how it affects communications.

Werder is well prepared for her position at Microsoft. She holds a B.S. in electrical engineering from Rensselaer Polytechnic Institute, an M.S. in electrical engineering from Brown University, and an M.B.A. from UNC Chapel Hill.

She spent three years at Raytheon in software development and eight years at IBM Corporation in product development and sales. When she became a manager at IBM, she discovered a passion for creating environments—doing more collectively than as individuals.

She was recruited by Microsoft and went to work in Redmond, Wash., managing in the services business and working with technical account managers. She has held a number of leadership positions in the services business since, including leading large virtual teams, managing initiatives to drive quality customer experiences, and leading global optimization strategies.

With global accountability for business results, Werder recognizes the importance of being a people-manager first. “A lot of my job, and what I love about my job, is building collaboration across geographical, cultural and generational differences,” she acknowledges.

Werder credits her broad range of experiences with her passion for enabling people to deliver great service by offering long-term career development and creating an open, respectful and fun work environment.

“Technical skills are important, but also interpersonal awareness,” she says. “When customers call, they are usually pretty stressed out—so we need people who like to be ‘in the fire.’”

Werder works directly with Reggie Isaac, Charlotte Campus director and key representative to the community, as well as Michelle Thomas who works in community affairs.

 

 

 

Be sure to read the full article right here!