Scott Headlee

During this tenure, I focused on aligning Cisco’s cutting-edge solutions with evolving customer needs, utilizing deep insights to deliver customized outcomes that added tangible value. My role involved designing and executing data-driven success strategies to elevate client proficiency through impactful training programs. Additionally, I proactively analyzed trends to identify process optimization opportunities and improve operational effectiveness. Building trust and fostering lasting relationships were key to driving sustainable business growth and long-term partnerships. 🌟

Key Accomplishments:

✅ Drove a 20% increase in product usage and generated over $2M in upsell revenue by aligning Cisco’s solutions with client objectives.
✅ Enhanced customer satisfaction scores from 4.3 to 4.8 out of 5 by delivering high-quality executive-level support.
✅ Reduced support requests by more than 15% through streamlined onboarding and optimized account management practices.
✅ Lowered customer churn by 10% through strategic Quarterly Business Reviews and stronger client engagement.

In this capacity, I bolstered client retention and ensured flawless service delivery by resolving operational challenges and driving cross-functional collaboration. I tracked key performance indicators, introduced targeted process enhancements, and effectively managed escalations to maintain top-tier service standards and customer confidence.

Serving as a primary liaison, I addressed customer concerns promptly, coordinating with internal teams to deliver swift and satisfactory resolutions. I also optimized project outcomes by balancing resource allocation, forecasting future needs, and refining staffing strategies for maximum efficiency.

Notable Achievements:

✅ Delivered a 15% improvement in performance with an impressive 99.73% success rate, managing 3,300 changes and over 250 DMZ projects annually for one of Cisco’s largest Managed Services agreements.
✅ Spearheaded service delivery improvements by aligning operations with a $48M project portfolio, collaborating seamlessly with Sales and Engineering teams.
✅ Boosted operational efficiency by 20% through innovative workflow adjustments and process upgrades.

I played a key role in accelerating project completion ahead of schedule by developing detailed roadmaps, managing critical timelines, and fostering effective cross-level communication. I consistently delivered impactful results by crafting strategic project plans with clear metrics, anticipating potential challenges, and aligning teams to meet objectives efficiently.

Key Accomplishments:

✅ Successfully migrated over 165,000 users to a unified communications platform for Bank of America, ensuring uninterrupted service during Cisco’s largest Unified Communications project.
✅ Led a multi-million-dollar network upgrade across 3,500 branches, replacing legacy circuits with advanced MPLS Ethernet solutions to maximize performance and scalability.
✅ Reduced network downtime by 40% through a $3M connectivity project that upgraded outdated T-1 circuits to Ethernet and LTE solutions, significantly improving reliability for one of the world’s largest banks.

I defined project scope, objectives, and deliverables by creating comprehensive plans that included timelines, budgets, and resource allocation, ensuring alignment with organizational goals. I led global data center and network infrastructure projects for a Fortune 200 company, designing and implementing intricate security solutions.
My efforts in strengthening security measures resulted in compliance with international standards and regulations. I also provided strategic advice to clients, tailoring technical solutions to meet their long-term objectives.

Key Accomplishments:

✅ Streamlined project execution, cutting delivery times by 25% through precise planning, optimized resource allocation, and improved collaboration.
✅ Developed detailed project plans with clear timelines, milestones, and budget requirements, boosting project efficiency by 15% and reducing costs by 10%.