Peter Wood

With more than two decades of experience driving support services across global enterprises, I bring a deep understanding of what it takes to empower frontline agents, scale operations, and deliver meaningful business outcomes. My most recent role at Expedia Group has sharpened my ability to lead distributed teams while optimizing Salesforce Service Cloud to support over 20,000 agents.

Whether streamlining technical workflows, deflecting support requests from engineering, or building dashboards for executive reporting, my passion lies in bridging people, process, and platform. I’ve consistently leveraged automation, actionable data, and team enablement to solve complex customer service challenges—while managing multimillion-dollar budgets and high-volume operations.

If you’re looking for a leader who thrives in scaling support, elevating customer experience, and modernizing systems to meet the evolving needs of a global workforce, I’d welcome the opportunity to connect.

Forward-thinking technical leader with 20+ years overseeing global support operations, customer experience platforms, and enterprise systems. Expert in Salesforce Service Cloud optimization, operational automation, and scaling customer service infrastructure across diverse environments. Adept at leading cross-functional teams, managing multimillion-dollar budgets, and driving measurable business outcomes with precision and agility.

Expedia Group – Seattle, WA
Director of Salesforce Support Services
Oct 2019 – Jul 2025

• Led support for 20,000+ agents across 9 Salesforce instances
• Managed 30-person global team (15 FTE, 15 vendor)
• Deflected 97% of support requests from engineering/product teams
• Delivered 1,500+ resolutions monthly; built scalable internal support model
• Oversaw budget exceeding $3M
• Delivered executive dashboards and business reviews (monthly/quarterly)

Microsoft Corporation – Redmond, WA
Business Product Manager (BPM)
Oct 2006 – Sep 2019

• Managed multiple in-house CRM tools as well as Microsoft Dynamics
• Managed multiple global support/configuration teams (7 FTE, 60 vendors)
• Achieved 94% incident deflection and 96% SLA compliance
• Saved $2M via managed service contract renegotiation
• Led MBRs and readiness for product launches and seasonal peaks

Engineering Manager
Jun 2003 – Oct 2006

• Managed 32 engineers supporting consumer platforms
• Improved system uptime to >99.9%, cut non-actionable incidents by 42%
• Received VP Operational Excellence Award for Visa CISP audit
• Eliminated $150K/year in third-party tool costs via automation

Education & Certifications

• The University of Connecticut, B.A., Economics – 1989
• UW Extension: Microcomputers & Networks – 1996
• Microsoft Certified Systems Engineer
• Microsoft Certified Professional + Internet
• AWS Cloud Practitioner
• CompTIA A+ Certification
• Salesforce Trailhead Rank: Mountaineer (27 badges, 21,000+ points)
• Dale Carnegie Leadership Training