Taylor Papula
High Touch Operations Manager | USPS at Cisco
- Role
- High Touch Operations Manager at Cisco
- Location
- Raleigh, NC, US
- LinkedIn followers
- 500 followers
About Taylor Papula
Passionate, customer- focused US Army Veteran with over 5 years experience supporting the…
Experience
High Touch Operations Manager
Dec 2020 — Present
Currently a dedicated High Touch Operations Manager supporting the US Army- Understand customer operations processes, and partner with related parties (customer/partner/Cisco internal team) to streamline customer/vendor operation support processes in order to make more effective issue resolution- Provide escalation management/incident management to critical technical support cases that impact major government related operations- Deliver ongoing case management/problem management to ensure progression and prevent escalation- Act as single point of contact for incident management and operational issues- Work in coordination with Delivery and Account teams to support customer projects, contract renewals, service entitlement, etc- Weekly review calls with internal and external executive leadership and management-Conduct Quarterly Business Reviews with customers, identify trends in network service requests and ways to increase overall operational efficiency and satisfaction
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