CX Centers - Program Office. Responsible for the execution and change management for strategic programs globally, across all lines of business (Technical Services, Professional Services, Managed Services) in the Customer Experience - Centers organization.

Responsible for delivery of Technical Support (TAC) services in the Americas region for Cisco's $5B collaboration business. Led a team of people leaders and 200 engineers, plus outsourced partners, consistently exceeding CSAT and other key performance indicators.

Lead team of Technical Leaders in both the Cloud Collaboration and Service Provider Networking spaces.Technical Leaders (TLs) are Cisco's beacons of culture, experts on the technology and champions of the customer experience. TLs work regularly with engineering, support engineers, partners, customers and delivery leadership - driving innovation, identifying product and tool improvement opportunities, and tackling the hardest customer scenarios. As leaders in Cisco, TLs play an important… Show more Lead team of Technical Leaders in both the Cloud Collaboration and Service Provider Networking spaces.Technical Leaders (TLs) are Cisco's beacons of culture, experts on the technology and champions of the customer experience. TLs work regularly with engineering, support engineers, partners, customers and delivery leadership - driving innovation, identifying product and tool improvement opportunities, and tackling the hardest customer scenarios. As leaders in Cisco, TLs play an important role in developing our next generation of technical talent. Show less

• Training & Readiness ensures relevant and timely training and content for our customer support teams, partners, and end-users of Cisco cloud collab products, including Webex Conferencing, Messaging, and Calling. • Our team of ~25 project managers and trainers are advocates and champions for the engineer experience and are responsible for ensuring our delivery teams have all the information they need to provide a world class support experience. • We close the feedback loop by driving… Show more • Training & Readiness ensures relevant and timely training and content for our customer support teams, partners, and end-users of Cisco cloud collab products, including Webex Conferencing, Messaging, and Calling. • Our team of ~25 project managers and trainers are advocates and champions for the engineer experience and are responsible for ensuring our delivery teams have all the information they need to provide a world class support experience. • We close the feedback loop by driving serviceability and support improvement efforts with engineering and enable the successful adoption of tooling and process changes across the global organization of 500+. Show less

• Manage 5 Project Managers and program budgets of $4.5MM/year, for a variety of learning programs from high touch senior leadership programs to high volume training portfolios. Responsibilities include oversight of 70 different POs and ~25 different vendors, building relationships with training and supply vendors, business development of future programs, driving process improvement and relationship management with key functional leaders.• Business Owner/Product Manager for the Learning… Show more • Manage 5 Project Managers and program budgets of $4.5MM/year, for a variety of learning programs from high touch senior leadership programs to high volume training portfolios. Responsibilities include oversight of 70 different POs and ~25 different vendors, building relationships with training and supply vendors, business development of future programs, driving process improvement and relationship management with key functional leaders.• Business Owner/Product Manager for the Learning Recommendation Engine, an internal big data service that takes all the interesting information Cisco knows from user interactions and historical data to generate personalized learning recommendations for each of our 70,000+ employees. Responsible for driving the road map and vision for the service, managing stakeholders, conducting user focus groups, and interfacing directly with the technical team to ensure successful delivery of an agile release cycle. Show less

• Support Delivery Lead for WebEx Instant Messaging & Conferencing and Mobility Services, ensuring high quality of support for all users through upgrades, system changes & day-to-day support challenges. Manage vendor resources and IT service owner relationships.• Member/"Coach" of Employee Experience Senior Leadership Team (SLT): reverse mentoring responsibility for 1 year, attending quarterly Ops Reviews and SLT Offsites around the globe to provide a different perspective to Directors… Show more • Support Delivery Lead for WebEx Instant Messaging & Conferencing and Mobility Services, ensuring high quality of support for all users through upgrades, system changes & day-to-day support challenges. Manage vendor resources and IT service owner relationships.• Member/"Coach" of Employee Experience Senior Leadership Team (SLT): reverse mentoring responsibility for 1 year, attending quarterly Ops Reviews and SLT Offsites around the globe to provide a different perspective to Directors and VP of my organization. This unique opportunity allows me to have "seat at the table" and truly have input into the actions/direction of our organization, all while growing my global exposure. Show less

The Triangle Women in STEM initiative will establish North Carolina’s Triangle region as the preeminent destination for women in STEM fields. Through partnerships with Triangle industry, universities, nonprofits and local government, we will build a diverse community that values, respects, and supports women in STEM.

• Nominated for Employee of the Year in 2010 and 2011. • Oversaw all training and hiring processes for a staff of 40 Student Callers and 6 Student Supervisors to generate support for the Annual Fund at Xavier, raising $3 million in pledges. • Worked extensively with SmartCall, a tele-fundraising application to run reports, generate calling lists, modify scripts & various other technical trouble shooting tasks • Led through organizational change, VoIP transition & as campus-wide… Show more • Nominated for Employee of the Year in 2010 and 2011. • Oversaw all training and hiring processes for a staff of 40 Student Callers and 6 Student Supervisors to generate support for the Annual Fund at Xavier, raising $3 million in pledges. • Worked extensively with SmartCall, a tele-fundraising application to run reports, generate calling lists, modify scripts & various other technical trouble shooting tasks • Led through organizational change, VoIP transition & as campus-wide crisis required relocation of the call center. Show less