Led the business transformation of the Cisco services organization to grow revenue and save cost.- Identified innovative emerging technologies to transform the professional services platform, leading to a $150M revenue increase - Executed change leadership to roll out enterprise software for tracking business requirements and producing executive status reports, improving productivity by 20%- Headed the visioning and execution of a Salesforce-based Resource Management (RM) platform that saved $90M- Spearheaded a cross-functional initiative to propose, develop, and deploy a cloud-based Customer Relationship Management (CRM) system, increasing customer satisfaction by 8%- Developed a collaborative workflow to deliver seamless services and to infuse just-in-time knowledge, resulting in 20% reduction in time to resolution- Conceptualized and implemented an innovative collaborative business model, leading to an improved clients’ attachment/retention rate of 6%

Managed technical support engineers. - Led and coached a team of 50 local and virtual engineers that supported complex networks and applications, resulting in decreasing attrition rate by 40%, reducing backlog by 50%, and improving customer satisfaction score of 12%- Recruited and developed engineers, resulting in doubling their technical certifications and raising their employee satisfaction by 10%- Reduced time-to-resolution by 30% by gamifying performance metrics though personal dashboards- Transformed processes and governance for managing customer escalations, reducing backlog by 50%- Reduced cost by 20% through the restructuring of global support groups