About

Work Experience

• Director, Customer Strategy & Insights (Cybersecurity Strategy & Operations), Cisco

  Jan, 2017 - Jul, 20269 years 6 months

  Built and led Cisco Security's 25-person customer engagement and intelligence organization through four senior managers, integrating teams responsible for customer programs and intelligence across the product lifecycle.

  • Owned Cisco Security customer experience and success OKRs and KPIs; established cross-functional performance reviews and improvement initiatives spanning Product, Engineering, Customer Success, and Support.

  • Directed customer engagement programs across design partnerships, beta validation, and post-release feedback, incorporating customer insight into product development, release readiness, and product improvements.

  • Led executive customer engagement and advisory programs connecting enterprise CISOs with Cisco Security leadership and bringing customer priorities into executive decision-making.

  • Defined Cisco Security's AI-enabled customer intelligence strategy, including vision, architecture, roadmap, and investment priorities to turn customer feedback into actionable business insights.

  • Received the 2021 TSIA STAR Award for innovation in XaaS product management and customer outcomes; presented the methodology at Technology Services World 2021.

• Senior Manager, Strategy and Operations (WW Operations), Cisco

  Jan, 2015 - Dec, 20161 year 11 months

  Translated software, subscription, and consumption-based monetization strategy into operational execution.

  • Defined business processes and transaction-system requirements across seven monetization models in partnership with Product, Services, Finance, Operations, and IT.

• Senior Manager, Strategy and Operations (Office of the President), Cisco

  Feb, 2012 - Dec, 20142 years 10 months

  Integrated strategic and annual business plans across Cisco's key functions within the Office of the President.

  • Synthesized cross-functional insights to inform enterprise priorities, executive decision-making, and strategic alignment.

• Senior Manager, Sales Strategy and Operations (Asia Pacific), Cisco

  Jan, 2007 - Jan, 20125 years

  Led Asia Pacific sales forecasting, analytics, and sales process transformation.

  • Consolidated weekly regional sales forecasts across 13 countries and standardized forecasting practices to improve pipeline visibility, performance reviews, and executive decision-making.

  • Drove regional Salesforce adoption and sales process transformation through standardized CRM workflows and seller training; represented APAC business requirements in roadmap discussions with global Sales Operations and IT.

• Senior Manager, Global Business Systems, Cisco

  Sep, 2000 - Dec, 20066 years 3 months

  Designed and led a scalable Salesforce business readiness and rollout model across 13 Asia Pacific countries.

  • Coordinated regional program managers, user enablement, and deployment readiness; the rollout approach was subsequently adopted as a broader Cisco best practice for enterprise technology rollouts.

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Education

Awards