Laura Ferraz

About Laura Ferraz

I am a technology and business leader passionate about leveraging AI and emerging…

Experience

1. Director of Supportability for Surface Devices

   Microsoft

   Sep 2022 — Present · Houston, TX, US

   I focus on enhancing the customer’s support experience by utilizing telemetry, AI, GenAI, and automation to deliver exceptional support and drive operational efficiencies within the Surface support business. I am currently leading a process optimization initiative that involves designing an ecosystem of AI agents to manage the repair process for Surface devices, which handles over service repairs annually.• Spearheaded an initiative to incorporate the detection of \"unhealthy\" device behavior into customer-facing support systems, improving customer self-help success rates to 95-98% and delivering efficiency savings of $2-3 million per year.• Led the development of a solution that integrates device health signals into Copilot, enabling Delivery Partners to provide prompt and accurate resolutions to Surface device customers, resulting in 20-30% efficiency gains.

Education

• Rice University - Jesse H. Jones Graduate School of Business

  Master of Business Administration (M.B.A.)

• Imperial College London

  Master's Degree

• Caltech

  Project Management Excellence Program

• Universidad de los Andes (VE)

  Bachelor's Degree

Skills

• Project Management
• Engineering Management
• Project Planning
• Oilfield
• Manufacturing
• Data Acquisition
• Financial Analysis
• Quality System
• Product Lifecycle Management
• Upstream
• Project Engineering
• Marketing Communications
• Field Operations
• Energy
• Systems Engineering
• Electrical Engineering
• Product Marketing
• Valuation
• Telecommunications
• Product Development
• Oil & Gas
• Quality Control
• Reliability
• Logging
• Program Management
• Business Development
• Engineering
• Wireline
• Modelling Tools
• Telemetry
• Business Strategy
• Simulations