Program Management Customer Advocate

PROGRAM MANAGEMENT PRODUCT MANAGEMENT DELIVERY MANAGEMENT

An innovative, customer-focused leader with expertise in managing programs/products while collaborating with diverse stakeholder groups. My strong background spans cross-cultural and cross-functional teams, including engineering, corporate executives, business, operations, finance, sales, legal, privacy, partners, and vendors across multiple geographical regions in Hi-Tech/IT and Telecom industries.

STRENGTHS

•Global Teams Management

•Customer Advocate

•Executive Communication (up to CEO level)

•Program/Product/Partner/Vendor Management

•Change Management

•Delivery/Process/Quality/ Release Management

•Data Analysis/Experimentation

•Cross Corporate Coordination (Amazon/Samsung)

•People/Performance Management

•E-Commerce/Mobile Apps Delivery

EDUCATION

Master of Business Administration (MBA), Technology Management

University of Washington Foster School of Business, Seattle, WA, 2022

Bachelor of Science, Computer Science

University of Mysore, Hassan, Karnataka, India

EXPERIENCE

MICROSOFT, REDMOND, WA Jan 2022 – Present

Product/ Program Management, Support Experience Group, Customer Experience

Responsible for leading cross-functional programs and product initiatives, collaborating with diverse stakeholders to drive impactful organizational outcomes. Responsible also for demonstrating strong executive communication skills, effectively engaging with stakeholders at all levels, including CVP/ President.

Spearheaded successful migration and copilot integration program, achieving multimillion-dollar cost savings. This initiative resulted in a 15% increase in Agent Satisfaction (ASAT), enabling agents to spend more time with customers, which contributed to a 10% improvement in Customer Satisfaction (CSAT) and a 20% increase in case resolution efficiency.

SAMSUNG / POPULUS GROUP, CONSULTING, BELLEVUE, WA July 2018 – Aug 2021

Director - Product/Program/Delivery management

Certified Pre-Owned (CPO) Lifecycle Management, Trade-In & CPO Business Unit

Responsible for managing the overall program of supply, production, and sales of CPO handheld phones for SAMSUNG (US) with a goal of 10x units increase compared to FY 2020. Involved process creation, procurement management, stakeholder management (up to CEO of Samsung Electronics America and HQ (Korea)), sales projects management, reporting, vendor management, operation projects management, finance, and accounting tasks management.

•Exceeded the goal of supply (3x units) and sales (1.5x units) for the 1st half of the FY 2021

Phones, Watches, Earbuds Trade-Ins, E-Commerce Division

Responsible for designing, launching, and maintaining multiple trade-in programs such as everyday trade-in, enhanced trade-in,

multi-device trade-in, family trade-in in various categories such as mobile devices, accessories, and laptops within Samsung.com, and Samsung apps

•Increased attach rate by 15% compared to previous sales (attach rate: new phones sold because of Traded-In programs) and increased Customer Satisfaction by 10% for Trade-In Programs

Trade-in for Amazon customers (Samsung flagship phones), E-Commerce Division

Responsible for designing, developing, launching, and maintaining the Samsung phones trade-in program via Amazon by successfully collaborating with various stakeholders such as marketing, UX, content, customer service, operations, multiple teams of engineering, legal, privacy, process innovation, leadership (both within Samsung, vendors, and Amazon)

•Delivered the program with up to 15% attach rate and Customer Satisfaction up to 75%.

MICROSOFT / DLI, CONSULTING, REDMOND, WA 2016 - 2018

Product/Program management

Migration from 3rd party to Microsoft Platform, Universal Store

Responsible for designing user experience and feature along with gathering any user requirements such as legacy and any moonshot improvements for production team (content writers, UX designers) tools.

•Implemented and refined processes for requirements collection while prioritizing and tracking requirements per prescribed roadmap, defined vision by effectively collaborating across 15+ teams resulting in 98% accuracy of user requirements.

Experimentation, XBOX Data

Responsible for defining the strategy and help build a strong A/B testing system (experimentation), including platform support, different categories of experimentation such as features, services, games, console, off console across the gaming division.

•Designed and institutionalized experimentation processes across gaming division enabling feature teams to make quick and insightful decisions around product improvements resulting in an increase in multiple KPI’s such as customer retention (+15% increase), monthly active user (+5% increase) because of which up to 65% of features were experimented (ship/no-ship decisions) in phase1 by platform teams.

QSQUARE, WOODINVILLE, WA 2014– 2015

Founder, CEO

Owned and managed the startup for IT consulting.

T-MOBILE / CIBER, CONSULTING, BOTHELL, WA 2012 – 2014

Lead - Delivery/Program manager, Web/IT division.

Responsible for designing, tracking, managing, and delivering key initiatives across the web by effectively managing the teams across the globe, enabling 24/7 development and support for projects

•Delivered 14 high visibility projects (3 projects were launched first in the market by my client) on time with quality; 30% of these were managed across all of T-Mobile IT and not just web applications.

MICROSOFT / BEYOND SOFT, CONSULTING, REDMOND, WA 2011

Lead - Technical Program/ Product Manager, Xbox business unit, Exchange Online

Responsible for designing, managing, and launching SharePoint based intranet portal and responsible for launching Rights Management Service feature in exchange online.

•Launched the portal taking on roles such as QA, architect, project/delivery manager and two weeks ahead of schedule.

•Launched the feature with only ONE resource and on time with quality.

Between 2000 and 2008, I worked as SDET/Program Manager at Microsoft Project, Office organization at Microsoft Corporation, Redmond, WA

Prior to 2000, gained valuable professional experience at DelDot/Exim Soft Tech, India & Primavera Systems, Philadelphia, PA

OTHER SKILLS & INTERESTS

Certifications - PMP - 2011

Volunteering/Non-Profit –

Co-President – Product Management Community, Seattle, WA, Jan 2024 – Present

Co-founder – Women’s Professional Community of Northwest – May 2023 - Present

Kannada Lead for Bothell campus, Culture Coordinator, Event Manager, Gurukul School (teaching Indian Languages, Arts and Culture), Seattle, WA, 2015 - Present

Board of Director, Event Manager, Sahyadri Kannada Sangha, Seattle, WA, 2015-2017

Teacher, Culture Coordinator, Event Manager, Kannada Bharati, Bellevue, WA, 2016 – 2023

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