Koree Mires

Experience

• 

  Sage

  Sept 1997 - Jun 1999

  Director of Customer Service – Time Software Division

  Management of Support for Time Tracking software (Carpe Diem, Timesheets, Timeslips) as well as development QA, documentation and professional services.. Generated $3M+ in overall revenue for company; Orchestrated initiative to purchase a new CRM for use in technical support.

• 

  ARNet, Inc

  Jun 1999 - Jun 2000

  Director Of Information Systems

  Oversaw all vendor management, technical operations, strategy, and resolved telecommunication issues of largest ISP in west Texas region with 20K subscribers. Handled all customer escalations and network issues.

• 

  Cisco

  Jun 2000 - now

  Oversee the global TAC workflow and tools used by worldwide support engineers including innovation programs, agile development across multiple scrum teams, budget management, requirements definitions & prioritization, data security and privacy compliance, tool stability and monitoring, etc.. Outcome focused with teams using a variety of technologies and development tools ranging from Salesforce to Python, GitHub, Jira, etc.. Transform Customer Support by overseeing innovation and automation programs, ensuring data security/protection, stability, and performance needs are met. Led prioritization and oversight of business investments, and acted as the voice of the business for global innovation projects. Managed technical support teams for Cisco Collaboration products, overseeing talent development, performance management, and retention. Handled critical customer escalations, interfacing with top-level executives. Managed budgets, monitored KPIs, and communicated regularly with leadership executives. Voice of the business for tooling requirements across TAC organization and key IT groups within Cisco. Oversaw business requirements for key tools including SFDC Service Cloud (CRM) and governance framework for prioritization. Managed $57M operational budget for Technical Support tools, sponsored and managed multiple large-scale cross-functional programs. Provided regular executive updates on program progress and effectiveness. Created TAC "future-state" capability roadmap aligned with strategy, industry insights, and current practices. Drove solution development using SAFe Agile framework in a $30M+ complex program with matrix management and cross-functional teams to transform engineer workflow. Gathered requirements from key stakeholders by understanding business value drivers, then coordinated deployment across multiple technical teams. Drove and collaborated with leadership on support lifecycle planning including staffing, scheduling and outsourcing scope. Directed daily operations for several technology support (TAC) teams including escalation teams for Cisco AVVID technologies. Provided support to Cisco partners, thousands of customers, plus other engineers on UCCE (ICM) platform.

  • Senior Director, CX Engineering - TAC Innovation, Automation & Disruption

    Oct 2024 - now

  • Director of Global TAC Innovation, Automation & Disruption

    Aug 2020 - Oct 2024

  • Sr. Manager, CX Delivery, Global CX Centers - Collaboration

    Aug 2019 - Aug 2020

  • Sr. Business Operations Manager, Customer Experience Global Centers

    Apr 2017 - Aug 2020

  • Senior Manager / Business Architect, Operational Systems & Platforms

    Dec 2008 - Apr 2017

  • Business Operations Manager, Unified Communications Applications

    Dec 2005 - Dec 2008

  • Manager – Technical Support II, Global Technical Center

    Feb 2002 - Dec 2005

  • Customer Support Engineer III

    Jun 2000 - Feb 2002