Jennifer Martin Email & Phone Number

Chapel Hill, NC, US

• Responsible for developing a global workforce strategy for 16.5K team members across Global CX Centers’ Technical, Professional, and Strategic services.
• Strengthen the organization’s future readiness with global workforce planning and alignment with strategic priorities.
• Enable Global CXC Delivery teams to develop a legendary workforce, drive operational excellence, and align with the evolving landscape through centralizing and aligning strategies, best practices, policies, and.
• Lead the organization’s Emerging, Professional, and Transformational Talent enablement initiatives.

• Managed multiple, concurrent activities, leveraging collaboration and influence skills to build consensus across cross-functional SMEs and teams; led Communications, Stakeholder Engagement & Strategy & Planning motions.
• Served as a trusted advisor to the organization’s Vice President and Senior Leadership Team, expanding their effectiveness and reach; foster relationships between executive leaders, our team members, and our.
• Orchestrated strategy and planning for an organization of more than 3,000 people spanning Technical, Professional, and Strategic services; connect people and teams to make strategic initiatives a reality.
• Managed the Senior Leadership Team’s reputation, brand, and organizational engagement; create and amplify the voice of the business.
• Elevated the business value the organization brings to Cisco by ensuring organizational and cross-functional alignment and operating rhythm.
• Developed and managed an Employee Experience team that oversees our organization’s Emerging Talent, Professional Talent, and Transformational Talent initiatives, including the ideation and execution of the new hire.

RTP, North Carolina

• Managed a multi-functional team composed of Partner Technical Support Managers, Quality Specialists, Escalation Managers, Premium Help Desk agents, and Cloud Support Frontline agents who support ~10% of the entire CX.
• Led team during the unprecedented, COVID-driven spike in Webex usage (up more than 400%) that resulted in more than 3 times normal case volume
• Coordinated a 1,400-person volunteer army, the Webex Warriors, along with the ~150 Webex SMEs who supported and enabled them, to address the volume surge; optimized resources, processes, tools, communications, and.

RTP

• Managed a team of 15 technical consulting engineers supporting Cisco Prime Infrastructure, Software Satellite Manager, and APIC-EM
• Equipped team to provide a best-in-class customer experience, ensuring team members managed their time wisely, adhered to case management best practices, and received the appropriate escalations support
• Developed resourcing plans that facilitated cross-training and allowed for a fluidity of resource utilization that aligns with evolving support volumes and need across multiple technologies including DNA-C and SDWAN
• Drove business transformation, process optimization, and procedural improvements through establishment of best practices, provision of trainings and mentorship, and workflow improvements

RTP, North Carolina

• Managed a team of 23 technical support engineers, 2 program managers, and 1 data analyst supporting the Smart Portal and Common Services Platform Collector (CSPC) for Smart Services
• Consistently transformed the business, scope of responsibility, and support model to ensure team and service evolved to meet the changing business environment and customer base
• Collaborated with appropriate Product Management, Product Marketing, Development, QA, Services Delivery, and Sales teams to bring services to market and drive product and tool improvements
• Disrupted unsuccessful, inefficient status quo, driving changes to and reorganization of Smart Services Collector and Portal Support organizations (Smart Services Support Integration and Optimization)

RTP, North Carolina

• Facilitated communication and alignment of ideas between clients, sales teams, and technical support engineers
• Translated raw technical information into bottom-line, business-level data for external customers and executive management
• Coordinated with executive management for capacity forecasting, resource allocation, and financial planning to facilitate organizational growth that aligns with business and production needs
• Drove service-level changes to processes, requirements, documentation and support structure for Smart Net Total Care General Availability launch

Master Of Arts In English, Technical And Professional Communication

Bachelor Of Arts, Journalism And Mass Communication, Public Relations