Create and scale Cisco’s first social media command center focused on listening to and responding to user questions, feedback, and complaints on social media.

Directed the conceptualization, strategy, operations, and global scaling of Cisco’s first social command center.

Led a 6-person international team in social listening, opportunity and sales lead identification, and social care responses across all verticals and product portfolios.  Recruited, trained, established system workflows, and partnered with a network of 150+ subject matter experts throughout the company to deliver expert answers and exceptional customer experiences across social media channels.

Spearheaded and led collaboration with AI team to develop machine learning models to filter out irrelevant social noise, prioritize and route incoming social engagement and sales opportunities.

Oversaw ongoing development of social-listening insight readouts across business and product portfolios.  Analyzed social conversations to gather data and insights on unique business challenges,  identified customer care-abouts, and provided actionable recommendations.

View Article on The Drum: How Cisco Used Social to Build A Bridge To Its Customers