Adriana Castillo

About Adriana Castillo

As a High Touch Operations Manager, I focus on managing the day-to-day operations for my…

Experience

1. High Touch Operations Manager

   Cisco

   Mar 2019 — Present

   Business Driver for Operational Improvement: Act as a catalyst to enhance both customer and Cisco\'s internal operations, leveraging insights into customer business functions and culture.Project Management: Lead customer-facing projects and internal service improvements, ensuring alignment with customer goals and operational efficiency.Relationship Building: Identify, develop, and maintain strong relationships with customer management, serving as a trusted advisor and liaison.Operational Point of Contact: Serve as the single point of contact for resolving operational issues, coordinating technical requirements and customer needs across Cisco\'s support and engineering teams (TAC, HTTS, AS, BU, Product teams, etc.).Customer Advocacy: Represent customer needs to Cisco\'s post-sales support teams and relevant organizations, advocating for solutions that enhance customer satisfaction.Quarterly Customer Site Visits: Conduct quarterly visits to customer sites, presenting operational activities, customer satisfaction metrics, and gap analyses to both customer and Cisco teams.Issue Updates and Communication: Provide timely updates on hot or escalated issues to customers, ensuring transparency and proactive resolution.Status Reporting and Conferences: Coordinate weekly conference calls to deliver status reports to customers, fostering open communication and collaboration.Quarterly Support Analysis: Create and present comprehensive quarterly reports to customers, analyzing their support needs and identifying opportunities for improvement.

Skills

• Satellite Communications
• Pip
• Ethernet Over Copper
• Voip
• Salesforce.com
• Data Center
• Networking
• Ip
• Product Management
• Unified Communications
• Process Improvement
• Project Management
• Mpls
• Disaster Recovery
• Vendor Management
• Network Design
• Inventory Management
• Managed Services
• Integration
• Multiprotocol Label Switching (Mpls)
• Service Delivery
• Team Leadership
• Strategic Planning
• Wireless
• Program Management
• Wireless Technologies
• Change Management
• Vsat
• Iso
• System Deployment
• Crm
• Itil
• Cross-Functional Team Leadership
• Clarity
• Ethernet
• Organizational Development
• Telecommunications
• Management
• Team Building
• Internet Protocol (Ip)