Experience

LiveRamp

• United States
• Advertising Services
• 700 & Above Employee

• BPO Transformation Analyst

  • Apr 2022 - Present



Cisco

• United States
• Software Development
• 700 & Above Employee

• Program Manager

  • Dec 2018 - Apr 2022

  - Ensure CS NPS survey is being executed on globally - Work with CS Mangers and key stakeholders to create a closed loop process to track corrective actions with a goal of increasing NPS score - Identify trending of NPS qualitative and quantitative feedback data and share insights with stakeholders - Host regular leadership and tactical checkpoint meeting to drive NPS improvement - Work with product management team to automate manual steps, create dashboards, reporting and data integration - Establish and build out a Voice of the Customer program from multiple listening posts and execute toward actionable items by working collaboratively with data insights team and CS leadership and stakeholders



Cisco Systems

• Rancho Cordova, CA

• Specialist - Business Development Operations

  • Nov 2017 - Apr 2022

  - Managed operations scheduling staff of 2 - Responsible for operations training and content - Evaluate contract entitlement and work cross-functionally with account teams to analyze issues and drive resolution. - Developed new offer process and created internal and external marketing content - Drove consistent operational improvement by developing solutions around new offerings - Enhanced efficiency of existing procedures as well as ease of doing business with our customers and internal partners



Cisco

• United States
• Software Development
• 700 & Above Employee

• Sr. Project Scheduler

  • Apr 2008 - 2017

  - Managed staffing and resource assignments for multiple service lines across employee and outsource teams - Consistently met or exceeded all SLAs and team metrics for complex scheduling operations - Evaluated contract entitlement and worked cross-functionally with account teams to analyze issues and drive resolution - Trained and mentored new team members - Drove operational improvement by developing solutions, enhancing existing procedures and simplifying processes for ease of doing business



Meltech Global Services

• Tracy, CA

• Operations Manager

  • Dec 2002 - Jan 2004

  Managed Daily operations of Technical Services Company. Developed instruction manual / check-list for technicians service calls and maintained online technician manuals and guidelines. Tracked onsite time, delivery and job completion. Created technician database (including primary skills indexing). General accounting duties including A/P and A/R for all sub-contractors. Sourced sub-contractors when outside staffing was necessary. Managed Daily operations of Technical Services Company. Developed instruction manual / check-list for technicians service calls and maintained online technician manuals and guidelines. Tracked onsite time, delivery and job completion. Created technician database (including primary skills indexing). General accounting duties including A/P and A/R for all sub-contractors. Sourced sub-contractors when outside staffing was necessary.