Sangamithra Ravichandran

• Successfully managed and resolved over 150 product escalations in 18 months by collaborating with our large enterprise customers WW, Microsoft support, and Microsoft 365 engineering counterparts, resulting in improved customer experience and satisfaction. • Drove Asia Pacific Customer Partner Experience Pulse survey participation by 41% and customer satisfaction by 20% by partnering closely with my customer experience virtual team that I built in Microsoft Asia. • Drove nearly 30 product improvements between Nov 2016 and Aug 2018 within Microsoft 365 based on customer feedback and escalations, through close collaboration with my engineering, field, and support counterparts and helping the engineering teams prioritize and expedite high priority feature requests and bug fixes within Microsoft Outlook client and Microsoft 365 service covering email, calendaring, and information protection functionality areas. • Developed an exception process to allow customers to request for data move to their local geographic-specific datacenter to help meet their legal and regulatory data residency requirements, by partnering with the appropriate engineering team and worldwide datacenter counterparts. • Contributed to the Microsoft Office IW/end user support pilot by driving customer connections in the Enterprise space, assisting with selection criteria, contributing to KPI identification, overall support workflow model, and customer satisfaction experience, all by partnering closely with the Outlook, Word, Excel and PowerPoint engineering teams. • Drove service incident communications for multiple thousands of customers WW related to Office 365 migration issues by closely partnering with my engineering and incident and change communications team in managing customer expectations around issue resolution and service availability.

• Drove and managed over $12M in services revenue through strategic data analysis, forecasting, cross-boundary partnership with services and sales leadership. • Achieved 181% increase in Azure consumed revenue by orchestrating a One-Microsoft approach and pursuing services opportunities ($575K) that resolved usage blockers resulting in the migration of 12+ new applications to Azure. • Increased Office 365 active user entitlements from 885 to 3130 in 3 months, through timely escalation of technical blockers to engineering and support leadership. • Championed over 250 escalations for product enhancements and bug fixes, by partnering with my customers in building impactful business cases, and collaborating with Microsoft engineering, EPG, and support, while maintaining a CSAT score of over 90% year over year. • Co-led a LEAN program within Services and Sales businesses by partnering with executives and cross-functional teams, that led to 30% workload optimization for Technical account managers and streamlined services sales processes. • Led the onboarding, readiness, and role excellence programs for Technical account managers and practice managers by partnering with WW readiness team, senior leadership, and peers across North America.

• Managed end-to-end delivery and operations of core infrastructure and Tier 1 applications within my customer portfolio, by applying effective project and delivery management principles in driving successful services engagements (~120 in a year, up to $1M in budgets). • Drove successful migration of 26,000 mailboxes to Exchange Online by partnering closely with Customer Experience team and Enterprise partner group towards resolution of deployment roadblocks. • Advocated for a top financial services customer by driving resolution of key performance issues affecting LOB applications built on Microsoft CRM, by leveraging EPG leadership and influencing product group sponsors, resulting in 60-70% user adoption in Financial Advisor community. • Partnered closely with support leadership in driving resolution of top 5 monthly issues, resulting in 10% reduction in idle cases and 7% annual increase in overall East Region customer satisfaction score. • Led QA across East region services to improve standardization, adoption, and quality of service delivery areas, while leading a team to drive key success metrics. • Co-led Customer Health Index Program, that simplified data collection and analysis on customers' IT operational health, for Technical account managers to drive and execute on services recommendations within their client portfolio. • Led a team to drive organization-wide trainings/demos of new feature developments in services tools and processes, while driving communication of process changes across services business.