Prasoon Bhardwaj

Renewals and customer operations professional with 7+ years of individual-contributor experience across quote-to-cash, billing, and renewal governance for high-value enterprise accounts, now seeking a first move into people management. Has consistently taken on informal leadership work ahead of title — onboarding and training new hires, authoring SOPs, and enabling global teams — while owning escalations and cross-functional alignment across Sales, Finance, and Operations. Experienced in leveraging AI tools to automate pricing calculations and quote documentation, improving accuracy and turnaround time.

Ready to formalize this leadership track record as a first-time manager.

Renewals Operations | Customer operations at Microsoft (2023-08 – Present)

• Owned end-to-end customer operations across renewals, billing, invoicing, credits, and post-sales lifecycle management, ensuring service continuity, revenue protection, and SLA adherence.
• Led operational governance for high-value and at-risk customer accounts, proactively managing risks related to contracts, billing accuracy, PO coverage, and compliance.
• Acted as the primary escalation point for complex customer issues involving contracts, invoicing disputes, credits, rebills, and renewals, driving timely resolution with minimal business impact.
• Partnered cross-functionally with Sales, Finance, Sales Excellence, and Operations teams to resolve operational blockers and deliver a seamless end-to-end customer experience.
• Designed and implemented standardized operating procedures across customer operations, reducing manual effort, improving accuracy, and increasing process consistency.
• Monitored and analyzed operational KPIs (renewal health, billing status, dispute trends), translating insights into actionable improvements for leadership review.
• Ensured audit readiness and compliance with corporate policies, SOX controls, and financial governance standards across all customer operations workflows.
• Led onboarding, training, and enablement of new team members, strengthening operational capability, quality adherence, and team performance.
• Automated overage calculations and quote-language drafting for customer renewal quotes using AI tools, improving pricing accuracy, turnaround time, and contract-approval readiness.
• Enabled international teams to integrate with the global organization by delivering training and creating standardized SOPs, reducing handoff errors and improving turnaround time across regions.

Renewal Specialist at Nuance Communications (2022-07 – 2023-07)

• Led end-to-end renewal operations for software and services portfolios, ensuring on-time renewals, contract accuracy, and uninterrupted customer service delivery.
• Owned renewal governance and execution, proactively identifying renewal risks, contract gaps, and dependency issues to maintain service continuity.
• Drove cross-functional alignment across Sales, Finance, Operations, and Support teams to resolve renewal blockers and improve cycle time.
• Acted as escalation point for complex contract, billing, and entitlement issues, ensuring fast resolution and strong customer outcomes.
• Mentored and enabled new team members through process training, documentation, and best-practice sharing, strengthening team capability and consistency.
• Executed proactive customer outreach strategies (renewal reminders, targeted email communications) to drive on-time renewals and reduce churn exposure.
• Contributed to process improvements and operational efficiency initiatives, reducing manual effort and increasing renewal predictability.

Associate – Finance & Legal (Billing-AR) at Replicon India Pvt. Ltd. (2020-04 – 2022-07)

• Managed end-to-end Order-to-Cash (O2C) processes, including quote validation, deal booking, invoicing, and collections, ensuring accuracy and compliance.
• Prepared and analyzed Accounts Receivable (AR) reports to monitor daily sales outstanding (DSO) and deliver actionable insights to management.
• Partnered closely with sales teams to address customer requirements and support timely sales order creation.
• Conducted quality audits for operational teams and new hires, ensuring adherence to established standards and process accuracy.

Analyst – Quote to Order Management at Oracle India Pvt. Ltd. (2019-01 – 2020-04)

• Supported end-to-end order management by maintaining continuous stakeholder communication, resolving disputes, ensuring billing accuracy, and managing contract renewals.
• Orchestrated complex finance exception approvals for high-value credits, overseeing execution of credits and associated rebills while maintaining audit readiness.
• Enabled successful onboarding of new resources through structured training, ensuring strong process understanding and operational readiness.

MBA in Marketing & International Business – Guru Gobind Singh Indraprastha University (2018-08 – 2018-08)

BBA in Banking & Insurance – Lovely Professional University (2016-08 – 2016-08)