Diana Doan Email & Phone Number

San Jose, California, United States

• Managed a team of content specialists to create learning experiences and communication assets for company-wide transformational programs• Created a digital-first enablement model which includes the concept-to-launch of a digital assistant, centralized communication site, and an online learning platform for asynchronous learning• Developed an operating workflow and supporting tools by focusing on core change management processes, persona analysis and journey mapping that ensures end user adoption

San Jose, Ca

• Designed and launched the digital adoption strategy for Cisco Enterprise Agreements based on customer research and support case issues in collaboration with sales, operations, and CX• Designed and implemented a dynamic digital customer experience spanning 3 product architectures and 18 use cases while reducing time to launch by over 50% that ensures alignment of the sales team, partners, CX and customer expectations• Lead the development for the orchestration between digital experience and CX human roles for targeted proactive customer outreach with 21% of engagements resulting in stage adoption lifecycle progression• Advanced the Cisco’s Customer Experience through Partners initiative that enables partners to have visibility to key data points and successfully drive Cisco product adoption

San Jose, Ca

• Developed a foundational data framework to determine SaaS solution eligibility that was adopted across the organization• Facilitated the transformation of a data analyst team to a data science and automation team• Primary liaison between business leads and technical teams to identify and resolve data and capability gaps for marketing campaigns • Co-led a pilot for a data-driven natural language generated (NLG) marketing campaign for Ransomware • Product owner for the development of an in-house natural language platform• Implemented an agile project management process that enabled innovation, experimentation and delivery execution• Performed budget and resource planning, managed team info-sec and procurement needs for a team of 90 data scientists and engineers

San Jose, Ca

• Developed an MVP (minimal viable product) for a pilot customer success team to accelerate services revenue growth• Facilitated proof of concept for a customer success platform• Onboarded 6 products across 3 architectures to Gainsight during pilot phase for 150+ CSM community becoming the primary tool for the Global Customer Success organization • Worked cross-functionally across customer success teams, business units, IT and operations to establish Customer Success practice at Cisco• Drove the requirements and governance for the integration of data from previously silo-ed sources for the digital customer success organization

• Developed data mining method to deliver customer insights resulting in over $9M of Sales Qualified Leads for revenue marketing campaigns • Reduced reporting time by over 50% by automating the tracking and reporting process of revenue marketing and marketing influenced (MIO) results

• Manage day-to-day service operations of the Service Deal Support Team for the Americas• Participated in creating and/or optimizing various business processes to assist organization in creating a repeatable and scalable sales support model • Involved in the creation and implementation of a global deal tracking system using Access queries and SharePoint• Implemented the deal support model in Enterprise, Public Sector, and Commercial segments • Develop, modify, and execute project plans based on a Deal Lifecycle Methodology for complex deals and quarter end activities • Prepare and analyze team metrics and Salesforce.com reports to identify business trends and improvement opportunities • Conduct cross-functional meetings to facilitate communication and mitigate conflict while providing a single point-of-contact for end-to-end ownership

• Promoted to lead position after 7 months of service• Responsible for prioritizing incoming projects, determining and obtaining adequate resources for project completion within the specified time frame and confirming the accuracy of the finished work • Support Cisco’s Global Sales Management team to reach its revenue totals of $39.5 billion, Cisco’s highest earning quarter as of FY08, by managing the completion of multi-million dollar quotes through creation to contract conversion• Assist in the training of over 30 individuals for the new Migration Quoting Support Team through presentations of Cisco tools and its functionality and small group training for project specific tasks• Conduct data testing for new contract management system during beta stage

Support the Global Sales Management organization in reaching their revenue goals through quoting projects by creating or adjusting quotes, including Quality Assurance checks Used Excel extensively to analyze data from various reporting tools to determine potential new business or renewal opportunities Coordinate project completion with cross-functional teams such as IT and Customer Service Build and maintain a close relationship with the inside and outside field reps via phone, email, instant message and/or face-to-face communication Understand quarterly volume and its impact to sales field and support team by demonstrating outstanding time management, follow-through, and problem-solving skills Volunteered to support special projects and end-of-quarter support to provide quick and non-standard resolutions during critical times

Oversaw multiple renovation projects and throughout Northern California Determined project scope; Participated in development of project budget; Executed project tasks Solicited contractor bids and negotiated contracts Maintain daily contact with contractors and executive management to communicate goals and measure progress Involved in all phases of property management from acquisition to final sale Networked with local agents to maximize marketing and research area housing market

Bachelors Of Arts, Communications

Data Science: Bridging Principles And Practice Course, Data Science

Essentials In Ux