Surbhi Saxena
Kent
Summary
Results-driven professional specializing in program management, known for delivering successful outcomes and fostering collaborative environments. Recognized for strategic planning and problem-solving abilities, consistently meeting and exceeding goals. Relied upon to adapt to changing needs and ensure team alignment.
Senior Program Manager with 13 years of experience in business operations, project management, and process improvement at Microsoft and other organizations.
Overview
14
14
years of professional experience
Work History
Senior Program Manager – Workforce Management Org (CSS)
Microsoft
03.2023 - Current
- Company Overview: Senior Program Manager in the Workforce Management organization, supporting Microsoft’s Customer Service and Support (CSS) group, which is dedicated to delivering a simple, consistent, and connected support experience for customers.
- Lead capacity planning and drive strategic decisions to help leadership ensure continuous coverage and delivery of services for S500 and other strategic customers of Microsoft products.
- Manage multiple projects using agile methodologies, adapting plans as needed to meet evolving business and customer needs.
- Collaborate with cross-functional teams to analyze resource allocation, balancing workloads and improving delivery to S500 and strategic customers.
- Provide in-depth analysis of operational data, including case handling metrics, average handling time, and resource hours, to identify opportunities for process improvement and more effective service delivery.
- Support leadership with clear, actionable insights on workforce performance, enabling better decision-making and more effective use of resources.
- Improved operational workflows by identifying areas of inefficiency and implementing appropriate solutions.
- Facilitate regular reviews with stakeholders to discuss progress, address challenges, and adjust plans for better outcomes.
- Increased overall team productivity by fostering a positive work environment and providing effective leadership.
- Oversaw financial operations, maintaining accurate records and ensuring compliance with industry regulations.
Business Manager- Customer Success Unit
Microsoft
01.2021 - 03.2023
- Simplified monthly budget reports and guidelines in collaboration with business and finance managers, enabling the organization to focus on key priorities and making it easier for leadership to review and understand investments and initiatives.
- Led the business-side forecasting process, ensuring that budget for priority initiatives was protected and that business inputs were accurately reflected in financial planning.
- Took initiative to update and implement new procurement and PO desk policies, maintaining compliance and reducing manual effort for the team.
- Supported vendor resource management, including onboarding, contract extensions, and tracking of resource end dates, ensuring smooth transitions and continuity of support .
- Supported the transition of vendor resources to new contractor services models, helping to achieve cost savings and streamline onboarding .
Senior Budget Manager
Slate Group Consulting
01.2019 - 01.2021
- Company Overview: Microsoft contract
- Worked closely with leadership to provide clear, data-driven insights into budget usage, helping teams prioritize spending for solutions that impact customers.
- Developed and maintained budget and request management tools, making it easier for teams to track requests, approvals, and spending.
- Ensured transparency and accountability in financial planning by regularly reviewing budgets with stakeholders and recommending adjustments based on actual needs.
- Supported process improvement by identifying bottlenecks and suggesting changes to streamline budget-related workflows.
- Helped leadership stay focused on customer outcomes by providing timely, relevant financial information and analysis.
- Improved budget forecasting accuracy by analyzing historical data and tracking trends.
Financial Process Analyst
Sira Consulting
07.2018 - 01.2019
- Built standard tools for market sizing and profitability, supporting more consistent and efficient consulting practices.
- Improved documentation and reporting processes, making it easier for teams to share information and track progress.
- Supported process improvement initiatives by analyzing workflows and recommending practical changes.
Senior Account Manager
Innovation and Entrepreneurship Center, Seattle University
10.2016 - 03.2018
- Company Overview: (J.P. Morgan Chase RAMP Grant)
- Helped small businesses improve their planning and operations by providing clear, actionable insights using Excel and CRM tools.
- Developed models to streamline business processes, including case tracking and reporting.
- Mentored junior account management professionals to develop skills and increase company revenue.
- Developed long-lasting client relationships by providing exceptional customer service and support.
Professional Experience in India (2012–2016)
Summary of Achievements
02.2011 - 08.2016
- Director of Financial Planning and Analysis / Co-Founder, Samarthasiddhi Wealth Consultancy Pvt. Ltd.: Co-founded and scaled a financial consultancy, launching new branches and optimizing financial processes for sustainable growth.
- Director of Financial Planning and Analysis / Co-Founder, Samarthasiddhi Wealth Consultancy Pvt. Ltd.: Built and mentored a high-performing team, supporting business growth and consistent practices across several locations.
- Branch Operations Manager, ICICI Bank: Managed branch operations and compliance, implementing process improvements that enhanced productivity and customer service.
- Branch Operations Manager, ICICI Bank: Led initiatives to improve branch workflows, focusing on accurate reporting, efficient processes, and team development.
- Investment Banking Associate, ICICI Bank: Developed and executed financial models for investment banking projects, supporting successful client transactions and clear reporting.
Education
Master’s Degree - Finance (STEM)
Seattle University
01.2018
Post Graduate Diploma - Banking
Manipal Academy of Higher Education
01.2012
Bachelor’s Degree - Biotechnology
National Institute of Technology Raipur
01.2010
Skills
- Program & Project Management
- Agile Project Delivery
- Capacity Planning & Resource Analysis
- Process Improvement
- Budgeting & Financial Modeling
- Stakeholder Communication
- Problem-solving skills
- Strategic planning
- Project leadership
- Scope management
Timeline
Senior Program Manager – Workforce Management Org (CSS)
Microsoft
03.2023 - Current
Business Manager- Customer Success Unit
Microsoft
01.2021 - 03.2023
Senior Budget Manager
Slate Group Consulting
01.2019 - 01.2021
Financial Process Analyst
Sira Consulting
07.2018 - 01.2019
Senior Account Manager
Innovation and Entrepreneurship Center, Seattle University
10.2016 - 03.2018
Professional Experience in India (2012–2016)
Summary of Achievements
02.2011 - 08.2016
Post Graduate Diploma - Banking
Manipal Academy of Higher Education
Bachelor’s Degree - Biotechnology
National Institute of Technology Raipur
Master’s Degree - Finance (STEM)
Seattle University
Similar Profiles
Shubham SinghShubham Singh
Software Developer II (Level 62) at MicrosoftSoftware Developer II (Level 62) at Microsoft
DIVJOT SINGHDIVJOT SINGH
Software Engineer II at MicrosoftSoftware Engineer II at Microsoft
Premlata KumariPremlata Kumari
Technical Program Manager at MicrosoftTechnical Program Manager at Microsoft
REAGAN M. HARKINREAGAN M. HARKIN
Customer Experience Program Mgr., Dragon Copilot at MicrosoftCustomer Experience Program Mgr., Dragon Copilot at Microsoft
Sky MakowieckiSky Makowiecki
Patient Care Technician at Unity HospitalPatient Care Technician at Unity Hospital