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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.
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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
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
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)
- 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.
University of Utah - Salt Lake City, UT
West Virginia Wesleyan College - Buckhannon, WV
Stanford University - Stanford, CA
American Management Association - Washington DC,
Recognized for introducing change at scale
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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
- Bachelor of Arts
- MBA
- No Degree
- No Degree
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