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Network Power<100 people
Roles
💸60%
Marketing
✨60%
Business Owner
👍60%
Sales & BizDev
Geos
🇺🇸60%
United States
Work Background
ZscalerSupport Opperations Manager
Dec. 2022 - Jul. 2025Responsibilities
Manager, Technical Assistance Center (TAC) (2022 – 2025)
- Directed escalation management for global enterprise accounts, ensuring SLA compliance and quality resolution.
- Partnered with Customer Success teams to identify adoption gaps and reduce escalations by 20%.
- Designed internal process improvements and reporting dashboards (Tableau, Salesforce) to enhance visibility of customer health.
- Acted as Duty Manager overseeing critical customer situations, strengthening skills in QA, testing, and communication under pressure.
CiscoHigh Touch Operations Manager
Sep. 2019 - Dec. 2022Responsibilities
- Supported enterprise customers in cloud and cybersecurity environments, ensuring service reliabilityand proactive issue management.
- Conducted in-depth troubleshooting and coordinated with engineering teams to validate fixes and prevent reocurrences.
- Created customer-facing documentation and post-incident reports, improving transparency and service satisfaction.
- Consistently recognized for attention to detail and ability to translate technical findings into clearbusiness insights.
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