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Director Cloud Customer Experience Resume Example

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DIRECTOR CLOUD CUSTOMER EXPERIENCE
Professional Summary

Diligent Customer Experience professional successful at satisfying all types of customers with creative and knowledgeable solutions. Lead team of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Performance-driven Marketing Manager skilled in creating marketing plans and leading successful product launches, promotions and development. Well-versed in SEO content creation, social media audience engagement and brand management. Senior Leader and outstanding performer in Customer Excellence and People Development within Cloud Collaboration. Proven success in leadership, operational excellence and organizational development with keen understanding of elements of change leadership. Recognized for inspiring management team members to excel and encouraging creative work environments.

Skills
  • Strategic Planning
  • Client communication
  • Staff Management
  • Budgeting and Allocation 
  • Campaign management
  • P&L Management
  • Customer service
  • Team management
  • Team building
  • Problem resolution
  • Operational improvement
Work History
06/2018 to CurrentDirector Cloud Customer ExperienceCemex Usa | Brooksville , FL

Lead Cisco CX Webex (Meetings, Teams & Jabber) client support, escalation and account management teams. Providing active leadership and mentorship of these teams as they provide live phone, email and chat support for clients and partners

Deliver an industry-leading client experience as measured by key performance indicators including NPS, CSAT, response and resolution times.

Develop a premium support offer that differentiates priority customers enabling growth via new offers and renewals of existing customers

Perform gap analysis and establish an inventory of internal process improvement initiatives including updating and maintain a library of training materials and industry leading online content

Developed a long-term strategy to execute roadmaps, priorities, and investment plans that deliver proactive and preemptive support

11/2014 to 06/2018Manager CX DeliveryCisco Systems | City , STATE

Leading the Server Virtualization global TL team covering; UCS B, UCS C, SAN, MDS, HX, ANS, WAAS, Cognitive and Automation technologies.

Technical Leader role definition, 5 Pillar creation (Customer, Engineering, IC Creation, Innovation and Mentoring)

Automation Champion: Automating the known via sprints, TAC training, automation leadership development

Lead early efforts to integrate proactive capabilities with in the Global Technical Assistance Center. Leveraging automation to deliver beyond the fix capabilities

Developed the Beyond the Fix Monthly Recognition program

Incubation and early field trials: SRA Service Request Assistant, Fast Start enablement, Team Swarming, Net Promoter Survey and Task Sharing

Solstice Representative for the TL team – Driving MVIC for the UCS Gateway

Lead the first TL Global off-site

3x Pioneer Award Winner

10/2010 to 11/2014Manager Technical ServicesCisco Systems | City , STATE

Lead multiple teams of Customer Support Engineers including Identity Service Engine (ISE), Network Management Systems (NMS), Virtual Private Networks (VPN)

Pulse Survey Manager Index 97%, Respect for People 95%, I&D Index 92%, Collaboration 93%

Delivered the ISE Customer Experience Review Board: prioritization of user stories, hot escalations, top customer pain points and highlighting engineering and TAC success stories.

Cisco Live Technical Solutions Clinic lead (2013 & 2014)

Lead limited availability and beta efforts collaborating with the security business unit: On Site Customer support, (ISE) Bring Your Own Device Call flows and Peak Staffing Models

Quality Engineering TL 9000 Champion (Audits Conducted in LATAM & HTOM org)

Top TSLP Presenter – Best Practices working with Services & Consuming TAC Services

Nominated to participate as a Change Champion: TS Global Transformation (Collaboration Requests, Tech Zone Integration & Care -> CSone)

04/2006 to 10/2010Manager Advanced ServicesCisco Systems | City , STATE
  • Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
  • Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
  • Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
Education
12/2005Bachelor of Arts | Business CommunicationsUniversity of Utah, City, State
12/2013MBA | FinanceWest Virginia Wesleyan College, City, State
No Degree | LEAD CertificationStanford University, City, State
No Degree | AMA Leadership CertificationAmerican Management Association, City
Accomplishments

    Recognized for introducing change at scale

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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

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Resume Overview

School Attended

  • University of Utah
  • West Virginia Wesleyan College
  • Stanford University
  • American Management Association

Job Titles Held:

  • Director Cloud Customer Experience
  • Manager CX Delivery
  • Manager Technical Services
  • Manager Advanced Services

Degrees

  • 12/2005 Bachelor of Arts | Business Communications
    12/2013 MBA | Finance
    No Degree | LEAD Certification
    No Degree | AMA Leadership Certification

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