Prashanth Ganapathyraj

Experience

1. Director Principal Pm Manager Customer Support Engineering

   Microsoft

   Apr 2019 — Present · Seattle, WA, US

   Co-Lead creating and scaling out a V1, global, 24 X 7 support program, called Advance Cloud Engineering (ACE) focused on providing differentiated white-glove support experience for VIP customers. In the first 18 months, the program improved customer satisfaction score by 20% and reduced customer pain time by 75% for customers onboarded. • Orchestrated defining and updating the initial ACE program strategy, goals, and playbook as the program grew and scaled out. • Drove scaling out the ACE program from 0 to 100 customers and growing the team from 2 to 35 in 18 months globally by - Defining and delivering trustworthy operational and program level insights, to ensure the program team was delivering on the key goals and could course-correct as needed- Defining, delivering, and operationalizing multiple tooling and automation initiatives with a combined budget of roughly $1M per year that helped improve support agent productivity and reduce customer pain time.

Education

• E.R Higher Secondary School

  High School Diploma, Science and Computer Studies

  1998 — 2001

• UW Foster School of Business

  MBA, Marketing and Strategy

  2009 — 2011

• Anna University

  Bachelor of Engineering, Computer Science and Engg

  2001 — 2005