Christopher Pulcher-Coard Email & Phone Number

North Carolina, United States

• Program manage end-to-end efforts for the general availability of new product and feature launches such as WAN Insights, Endpoint Agents for WebEx RoomOS, Cisco Secure Access Experience Insights, and more
• Curate, design & present executive-level presentations, providing program status, surfacing critical risks & issues, and proposing resolution paths requiring leadership support
• Visualize complex, cross-platform process flows to identify key interlock points, build requirements, and potential gaps for software & business solutions, such as customer onboarding processes
• Align with cross-functional teams daily to drive complex business objectives, negotiate efficient ways of working, & achieve desired outcomes for critical path deliverables before our launch date
• Create and manage a Kanban board of deliverables, integrated with the end-to-end program plan, to track and report program progress by workstream and sprint in weekly team meetings
• Build and maintain a SharePoint site to serve as the single-source-of-truth for key presentations and working documents used by all working teams and key stakeholder groups.

North Carolina, United States

• Program managed the GTM and Partner strategies for Cisco+ Hybrid Cloud (an aaS solution with 3rd party storage components) from Execute commit preparation to solution launch
• Served as the functional Competitive Intelligence Analyst for Cisco+ Secure Connect Now (Cisco’s first SASE, aaS offer) and FedRAMP compliance efforts for BU-prioritized, aaS offers
• Collaborated with program managers, intelligence analysts & others to gather requirements for, build & support an ecosystem of working tools, dashboards, & CRM’s for 8+ programs/initiatives
• Created various Smartsheet dashboards, JIRA reports, SharePoint and Confluence sites to socialize the organization's mission, high visibility programs, agile workloads, and competitive analyses
• Sourced, interviewed & onboarded contingent workers, managed 20+ contracts simultaneously to ensure compliance, created a proactive renewal process, and managed contractual spend
• Implemented DEI practices when submitting requisitions and drove process efficiencies to reduce time to staff. Generated headcount, requisitions, & time to staff reports for leadership team visibility.

United States

• Analyze and report on +15,000 global contingent workers and spend metrics to inform strategic decision-making by senior leadership teams.
• Tracked FY20 and FY21 annual shutdown, contingent workers exemptions and drove the realization of dollar savings for the Americas Customer Experience organization.
• Created an intake form, request repository and ecosystem of dashboards to track organizational health metrics for AMER and APJC executive reporting.
• Assisted in creating an organizational blueprint for the permanent workforce of +5 organizations within Customer Experience and produced VOD's to educate leaders on the governance process.
• Designed presentation materials for meetings to communicate project scope and progress across management levels and business organizations.
• Manage a global dashboard containing confidential employee information for all contingent workers within the Customer Experience organization.

• Resolve critical issues with high-profile business and government clients.
• Support agents around the globe with customer outages and escalations.
• Attend management meetings to provide feedback on center productivity.
• Assume the role of Duty Manager in the absence of management.

Durham, NC

• Provide business and government clients conferencing & toll-free support.
• Meet with PgM directors to develop global R.O.E. for conferencing issues.
• Develop training materials, train agents and provide floor support.
• Resolve escalations for teleconferencing service issues.

• Liaise between Tier II technicians and global business or government clients to troubleshoot, provide updates on, and resolve circuit outages.
• De-escalate irate clients and embody service delivery assurance practices.
• Receive, process and document highly confidential client information.

Bachelor'S Degree, Industrial And Organizational Psychology

Graduated with minors in French and Cognitive Science

Psychology

Received the Tom Joyner Foundation Hercules Scholarship Transferred to North Carolina State University