Doug S. Email & Phone Number

Cary, North Carolina, United States

I manage complex global enterprise accounts across various industries, ensuring smooth service delivery and the resolution of both technical and political issues. I oversee both internal and external teams, leveraging data-driven insights to optimize operational environments and align resources with client needs. Using Cisco’s platforms, I track customer interactions, manage escalations, and promote team collaboration. My focus is on continuous process improvements to streamline operations… Show more I manage complex global enterprise accounts across various industries, ensuring smooth service delivery and the resolution of both technical and political issues. I oversee both internal and external teams, leveraging data-driven insights to optimize operational environments and align resources with client needs. Using Cisco’s platforms, I track customer interactions, manage escalations, and promote team collaboration. My focus is on continuous process improvements to streamline operations, reduce resolution times, and enhance customer satisfaction.• I achieved a 75% reduction in initial resolution times, reducing downtime and improving client performance.• My efforts reduced the final resolution time by 73% for a major hospitality client, resulting in successful account renewals.• I implemented SSO functionality across internal services, minimizing delays and improving operational efficiency.• I partnered with WebEx and Salesforce teams to integrate severity-based prioritization in chat systems, which improved service management.• My work drove a 45% reduction in initial response times for a critical infrastructure client, enhancing efficiency amidst a 157% increase in case volume.• I improved initial solution time by 67% for a petroleum company, delivering exceptional service during a period of increased demand.• Through targeted process adjustments and proactive communication, I enhanced overall service request resolution rates by 62%.• I guided policy changes for service prioritization in critical healthcare situations, ensuring patient safety and strengthening client relationships. Show less

Raleigh, North Carolina, United States

I directed end-to-end system design projects, from initial consultation to completion, delivering tailored solutions that met client needs. I managed client relationships throughout the project lifecycle, ensuring satisfaction and fostering trust. I also collaborated on project management and installation, driving significant revenue growth and ensuring the delivery of high-quality service. My focus on personalized solutions helped transform dissatisfied clients into loyal customers and… Show more I directed end-to-end system design projects, from initial consultation to completion, delivering tailored solutions that met client needs. I managed client relationships throughout the project lifecycle, ensuring satisfaction and fostering trust. I also collaborated on project management and installation, driving significant revenue growth and ensuring the delivery of high-quality service. My focus on personalized solutions helped transform dissatisfied clients into loyal customers and long-term partners.• I doubled revenue in my first year, achieving 207% of the annual target while maintaining a consistent 40%+ profit margin.• Through personalized service, I turned around several accounts with initially negative sentiments, converting them into repeat customers.• My innovative system designs differentiated the company from competitors and increased market share. Show less

Cary, North Carolina, United States

I led the system design efforts for high-end audio and video products, ensuring expert consultation and superior service. I bridged communication gaps between sales and installation teams, creating a more cohesive project execution environment. I also conducted on-site training, promoting wide-scale adoption of the company's solutions and establishing myself as a subject matter expert.• I collaborated with clients to clarify expectations and needs, creating mutually beneficial automation… Show more I led the system design efforts for high-end audio and video products, ensuring expert consultation and superior service. I bridged communication gaps between sales and installation teams, creating a more cohesive project execution environment. I also conducted on-site training, promoting wide-scale adoption of the company's solutions and establishing myself as a subject matter expert.• I collaborated with clients to clarify expectations and needs, creating mutually beneficial automation solutions that bolstered sales and enhanced satisfaction.• I captained the adoption of new communication strategies across teams, leading to more efficient project execution.• My hands-on training sessions helped boost team skills, driving customer satisfaction and repeat business growth. Show less

Cary, North Carolina, United States

I was responsible for driving annual recurring revenue, renewals, and upsells within the SaaS space by building strong client relationships and fostering long-term brand loyalty. I served as a trusted advisor to C-suite executives, managing full-scale client integration projects with tight deadlines. I used KPIs to inform and adjust strategic business plans, ensuring both client success and company growth.• I managed a high-grossing portfolio of accounts, consistently exceeding sales… Show more I was responsible for driving annual recurring revenue, renewals, and upsells within the SaaS space by building strong client relationships and fostering long-term brand loyalty. I served as a trusted advisor to C-suite executives, managing full-scale client integration projects with tight deadlines. I used KPIs to inform and adjust strategic business plans, ensuring both client success and company growth.• I managed a high-grossing portfolio of accounts, consistently exceeding sales targets and driving significant revenue growth.• My relationship-building efforts resulted in increased renewals and upsells with key clients.• I identified and implemented tailored solutions for client challenges, improving adoption rates and ensuring long-term success. Show less