Kelly McFarland
Summary
Experienced strategic client relations professional with a results-focused management style. Skilled in consultation, building positive relationships, and persuasive communication. Effective leader and team player, excelling in collaborating with technical and non-technical stakeholders. Proven ability to drive operational success by developing diverse teams and working closely with key stakeholders. Proficient in analytical and statistical skills to implement plans across various areas. Dynamic presentation skills with an ability to adapt to different audiences for clear understanding
Overview
12
12
years of professional experience
Work History
Manager, CMS Customer Engagement
Cisco Systems
04.2022 - Current
- Manage team of eight Service Delivery Managers who support global accounts with combined annual contract value exceeding $51M
- Foster and manage relationships with executive stakeholders of both external and internal Cisco teams to ensure success of team’s accounts
- Leading CMS to LCS program to address and resolve issues identified during transition of transacting CMS to BCS/LCS
- Designed and built global CMS customer database (Customer Profile Tool) and successfully introduced comprehensive customer review procedure for executive-level personnel
Services Manager – Cisco Managed Services
Cisco Systems
11.2019 - 04.2022
- Build, manage, and maintain relationships with customer, account team, delivery teams, and other key stakeholders across the business
- Showcase value of Cisco Managed Services (CMS) by developing KPI’s, using data analytics, and highlighting key service delivery accomplishments which align with customer’s business objectives via Monthly Service Reviews (MSR) and Quarterly Business Reviews (QBR)
- Identification and pro-active management of risk areas and commitment to seeing issues through to complete resolution resulting in decline of Liberty Mutual customer sentiment issues by 100% within first year
- Led multiple Key Tiger Team Initiatives (KITT) resulting in creation of CMS Customer Engagement Team (CET) and Delivery Team alignment strategy, development of Contract Change Request playbook, setting strategy and best practices for High Touch Operations Manager (HTOM)CMS alignment, as well as construction of CX Service Delivery QBR standardization template
- Manage and maintain CMS P&L for Liberty Mutual equating to $5M ACV and currently delivery of 20% above as-sold margin
- Identify revenue growth opportunities by collaborating with the account team and key stakeholders resulting in $130K additional revenue
- Facilitated early contract renewal discussions leading to additional $10M in revenue and 2-year service agreement extension.
High Touch Operations Manager
Cisco Systems
05.2016 - 11.2019
- Actively engaged with key enterprise customers, serving as primary point of contact for Cisco
- Drive customer’s operational outcomes by increasing operational efficiency and minimizing business disruptions
- Provided a superior customer experience, address customer concerns, demonstrate empathy for client issues, and ensure resolution of technical problems
- Liaise with customer and promote better, more-informed operational deliverables through utilization of weekly, monthly, and quarterly data trending and analytics
- Researched and analyzed technical incidents and other problems; provided recommendations for a plan of action to address problems and led implementation of permanent solutions
- Developed comprehensive root-cause analysis reports in response to critical customer outages or catastrophic network issues and then utilized such reports to implement preventative measures that effectively mitigated future outages
- Utilize strong listening and interpersonal skills to maintain effective working relationships helping grow customer’s services portfolio by 52%
- Collaborate with fellow support team members and work cross-functionally with other departments to ensure that customers receive prompt and proficient service delivery
Technical Support Operations Manager
Cisco Systems
03.2015 - 05.2016
- Supported 8 accounts, acting as single point of contact for both external and internal Cisco stakeholders
- Develop processes to improve communication and issue tracking to help drive internal changes to improve customer relationship
- Generate weekly, monthly, and quarterly reports detailing incident trends and network performance
- Provide executive summary reports to key stakeholders on all high severity, network impacting incidents
- Developed internal HTOM community wiki page, creating a one-stop-shop for all HTOM’s to access Cisco resources related to the day-to-day job functions of an HTOM.
HR Manager
Boise Cascade
06.2014 - 03.2015
- Managed redesign of onboarding processes for PeopleSoft Human Resources system
- Complete and analyze all monthly/quarterly reporting for HR metrics including turnover, absenteeism, and labor costs and presenting results along with root-cause analysis to Senior Leadership Team via video conference
- Developed turnover tracking system and compiled data to develop trend analysis and implementation of action plan, resulting in 31% decrease in total turnover within 3 months
- Successfully resolved conflicts between upper and frontline management by using tailored coaching techniques helping to develop soft skill tactics needed to aid in prevention of future conflicts resulting in positive leadership turnover, and built manager’s capability in conflict resolution strategies
HR Generalist
Nestle Confections and Snacks
06.2011 - 09.2013
- Perform all HR Generalist duties for union food manufacturing facility of approximately 500 employees including training, resolving employee relations issues, including grievance mediation
- Led union negotiations to address overtime scheduling issues requiring in-depth labor and cost analysis to effectively illustrate cost-benefit and work-life balance impact resulting achievement of mutual agreement to such scheduling terms and over $100K reduction in annual overtime pay
- Compiled and analyzed engagement survey results from Hay Data Group and aggregated into action-oriented view for business unit leaders to review and act upon
- Facilitated monthly employee roundtables to gather employee input on various topics and working with supervision and hourly employees to resolve these issues
- Led committee of both hourly and salaried employees to help identify the biggest opportunities for Raisinet production line by completing “5-Why” analysis and implementing Key Performance Indicator measures displayed and reviewed daily on production line leading to 8% increase in product quality of 3-week timespan
- Project Lead for Kronos payroll and timekeeping system, overseeing system configuration to align with plant policies and procedures, with successful implementation 30 days prior to anticipated project completion.
Education
Bachelor of Science - Business Adminstration
The Ohio State University
Columbus06.2010
Skills
- Strategic Planning
- Business Development
- Performance Management
- Contract Management
- Project Management
- Policy and Procedure Development
- Key Performance Indicators
- Complex Problem-Solving
- Business Planning
- Customer Relationship Management (CRM)
Accomplishments
CX Beacon Award Winner - Q3 FY23
Service Excellence Award - 2017
Education Professional Development
- Bachelor of Science (B.S.) Business Administration, The Ohio State University - Fisher College of Business, 2010
- ITIL Foundation v3 Certified Professional, 2017
Timeline
Manager, CMS Customer Engagement
Cisco Systems
04.2022 - Current
Services Manager – Cisco Managed Services
Cisco Systems
11.2019 - 04.2022
High Touch Operations Manager
Cisco Systems
05.2016 - 11.2019
Technical Support Operations Manager
Cisco Systems
03.2015 - 05.2016
HR Manager
Boise Cascade
06.2014 - 03.2015
HR Generalist
Nestle Confections and Snacks
06.2011 - 09.2013
Bachelor of Science - Business Adminstration
The Ohio State University
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