Jim Cox Email & Phone Number

United States

Starting position

Columbia, Maryland, United States

Columbia, Maryland

-Supervise shifts for the Support Center Department processes and personnel through daily supervision of employees. -Set goals and priorities for all staff in a manner that allows optimization of customer service.-Monitor progress on a daily basis and intervene as appropriate to see that goals are met. -Provide training and tools necessary to staff to efficiently perform their duties (access to databases, passwords, documentation, specialized training, etc.). -Act as the escalation point for customer and dealer support calls. -Provide feedback to management regarding the performance of support center staff. -Provide technical and operations support to end-users and/or Dealers for specific applications, related 3rd party software, hardware, operating systems

Frederick, Md

• Customer Service Supervisoro Maintain customer satisfaction by providing problem-solving resources; managing staff.o Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.o Accomplish organization mission by completing related results as needed

Extensive experience in the telecom sector with experience in billing, call center support, and customer service. Additional experience in sales and marketing in both telecom and the retail sector.Demonstrated ability to build results driven teams that consistently meet or exceed sales/customer service objectives.

Directed 6 Billing Issues Coordinators (including 2 working remotely) responsible for investigating issues reported through numerous channels. Managed team schedule to guarantee proper coverage of Northeast (NE) Area billing issues mailbox. Ensured objectives for response time and accuracy were met or exceeded. Generated reports for area leadership regarding issues, root causes, number of impacted customers, resolutions, and call handling procedures.• Coordinated and facilitated focus groups in NE call centers, reporting findings and providing recommendations on areas of improvement.• Recruited to provide graphic design abilities for NE Area Culture Team, aiding in several projects and producing logos, signage, pictures, and slogans.

• Maintenance of intranet resource tool (InfoManager) • Maintenance of Washington/Baltimore/Virginia Customer Service website• Utilized NetObjects Team Fusion and Microsoft's Photo Draw & Office programs. • Participated in the Virginia Region's conversion to Verizon Wireless. Created and implemented the Virginia Infomanager pages after their regional conversion• Trained Customer Service Representatives on our intranet resources and tools.• Designed and prepared communications to all levels of Customer Service using various methods on new policies and Company announcements.

• Managed staff of 18 Customer Service Specialists. Identified problems, diagnosed cause and determined corrective actions. • Assisted in meeting departmental goal of 85% of all calls answered within 30 seconds (Service Level). Ensured quality of customer contacts. • Created and presented an employee recognition program (V-Bucks).