David Cox Email and Phone Number
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◆ ITIL Certified ◆ HDI | SDI Director Certified ◆ Six Sigma Certified ◆ Microsoft Azure AI/ML Certified ◆ SAFe Enabled ◆ IVR Technical SME As the Director of Digital Technology and Support Operations, I leveraged my years of IT, support operations and digital support experience to lead the global support organizations, customer omnichannel support experience and self-service opportunities for the company's products and services. I am responsible for leading support organizations of all sizes globally, designing, developing, and implementing SOP, quality performance-based structures, training and knowledge programs, Incident and Problem Management, digital automation and customer self-service solutions that enhance customer satisfaction, retention, and revenue, such as chat, AI, SMS, IVR, and forms in various tools such as Salesforce Cloud, Salesforce Voice and ServiceNow. I also own the technical architecture and customer flow for the customer-facing digital experience, as well as the support flows and technical solutions for the internal and external stakeholders. I have successfully added AI to assist support reps, implemented self-service capabilities, and created the cross-channel ease to use support experience. I am passionate about being innovative, working with others, and leading teams that resolve customer challenges.Customer Persona and Research➡️ Surveys and Questionnaires➡️ Customer Interviews➡️ Social Media MonitoringDesign➡️ People Skill and Structure➡️ Processes and Performance➡️ Knowledge and Documentation➡️ Tools Automation and Self-Service➡️ KPI and MetricsImplementation➡️ Onboarding and Training➡️ CRM, ITSM and Dashboard Reporting➡️ Quality Testing of Tools and Processes ➡️ CommunicationContinuous Improvement➡️ Data Listening and Monitoring➡️ Customer Feedback➡️ Continuous Training Program➡️ Support Rep Performance Programs➡️ Support Rep Feedback Achievements✅ Top Newcomer, successfully decreased field tech expenses by 23% - 1995✅ Top Performer, successfully installed 400+ stores with EBT card - 1997✅ Top Innovator, successfully implemented auto activation. Increased revenues by $3.7 million - 2001✅ Operations MVP, successfully implemented support process change that increased store sales by 17%✅ Innovation, successfully implemented automated self-service that decreased total support contacts by 23%. Resulted in $1.1 million in operational expense. ✅ Innovation, improved support channels, customer experience leading to CSAT (5 star) from 3.2 to 4.7
Adt
View- Website:
- adt.com
- Employees:
- 10
- Company phone:
- +56 600 600 0238
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Head Digital Self-Service And AutomationAdt Apr 2024 - PresentBoca Raton, Florida, UsElevating the ADT consumer digital first / self-service capabilities across all lines of business. Delivering strategic, technical, analytical, and tactical results while working closely with and guiding cross functional teams to prioritize and deliver on digital first opportunities for the ADT existing customer base.Executing the vision of self-service digital experiences in alignment to enterprise goals and priorities. Simplicity of digital experience is paramount in influencing positive business goals such as shopping, retention, and customer satisfaction. Delivering simple, accessible, and seamless ability to shift channels to manage their needs.
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Operational ConsultantArch Payments Nov 2023 - Oct 2024Consult on the design, implementation, and monitoring of client relationships. People, Processes and Technology.o Improving response times, enhancing communication channels, and implementing effective CRM and ITSM systems to address customer inquiries, concerns, and issues related to electronic payments promptly.o Implemented process improvements and automation initiatives, resulting in increased efficiency, reduced manual intervention, and streamlined operations. o Successfully handled multiple complex projects spanning various business initiatives, with a focus on bridging the gap between Sales and Services Operations.
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Director Digital Product Omnichannel Support And Customer SuccessLumen Technologies Apr 2022 - Apr 2024Monroe, Louisiana , Us• Leading Lumen’s global customer digital experience throughout a customers journey from Learn-Buy-Get-Use-Pay. • Leading customer facing digital experience by owning the technical architect and customer flow. Chat, AI, SMS, Telephony and Forms.• Responsible for the customer’s journey to help drive product and premiere support revenue and retain customers. • Owner of the global customer Omnichannel experience and self-service opportunities. • Responsible for design of support flows and technical solutions. • Added AI to support reps to help locate process, product info and knowledge articles to decrease handle times.• Implemented self-service capabilities to allow customers to self serve while decreasing agent contacts. Deceased CPC • Delivered an enhanced digital customer support experience by working strategically with key stakeholders in CX, CS, UX, Research, IT, DevOps, Sales, Service Delivery and Service Assurance. • Slashed $1.1M in operational cost savings by transforming the customer’s experience from a disconnected multi-channel experience, with an ease to use single customer experience with use of various technologies such as AI, chat, API, telephony, SMS, Salesforce and ServiceNow. • Increased CSAT scores from 3.2 to 4.7 out of 5 stars by implementing a digital tier 0 self-service capabilities. • Increase sales revenues by $650K across all product lines with implementation of pro-active smart chat and automated chat and form to voice sales led calls. • Delivered decreased daily agent productivity interactions for B2B and B2C by 11-18% resulting in $725K savings. -
Global Director Support OperationsSedgwick Mar 2013 - Apr 2022Us• Lead global service desks and depo centers in Central, South and North America. Created the global executive (VIP) “white glove” support team. Servicing over 70 countries. • Sedgwick’s ITIL expert that created and managed multiple support services for all company systems, including desktop applications, SaaS applications, provider/vendor facing proprietary applications, all corporate infrastructure and company telephony (Avaya, Mitel, Masergy CJP, Verizon) systems.• Created the company’s centralized SaaS service desk, supporting over 2.3 million active customer users in a claim management organization with over 27,000 colleagues globally while utilizing ITIL methodology. Servicing 42% of enterprise revenues with a retention rate of 99%• Created and lead the Executive (VP to C-Suite) white glove care team (globally) for all IT related items on business or personal environments. Managed colleagues globally with a follow the sun support model. • CMDB leader and contributor• Face to business and clients • Architect of the helpdesk automation system with BMC Footprints and ServiceNow. Served as the company technical CAB owner.• Established team and individual performance goals and expectations. Created real-time dashboards to show team and individual performances. • Implemented the latest technologies such as advanced IVR, web chat, and AI to improve customer experience, improve response times, and reduce call volumes. Drove new technologies (AI self-service technology, chat support, Screen-pop, IVR, automated performance site and Corporate Service button)• Delivered CSAT scores of 4.6-4.8 out of 5 stars annually as a result of 11,500+ surveys per year. • Slashed operational cost by $1.6M with enhanced digital experiences by integrating AI, chat, SMS, API, telephony, Footprints, ServiceNow. • Delivered team and individual performance driven goals and expectation programs. Created real-time dashboards to show team and individual performances. -
Senior Manager Of Support OperationsSedgwick Jul 2009 - Mar 2013Us• Lead service desks and depo centers in North America. Created the global executive (VIP) “white glove” support team. • Sedgwick’s ITIL expert that created and managed multiple support services for all company systems, including desktop applications, SaaS applications, Premiere Support Services, provider/vendor facing proprietary applications, all corporate infrastructure and company telephony (Avaya, Mitel, Masergy CJP, Verizon) systems.• Created the company’s centralized SaaS service desk, supporting over 1.2 million active customer users in a claim management organization with over 16,000 colleagues while utilizing ITIL methodology. • Created and lead the Executive (VP to C-Suite) white glove care team (globally) for all IT related items on business or personal environments. • Spearheaded the support DevOps team for ITSM automation and integrations. • Architect of the helpdesk automation system with BMC Footprints and ServiceNow. • Implemented the latest technologies such as advanced IVR, web chat, and AI to improve customer experience, improve response times, and reduce call volumes. Drove new technologies (self-service technology, Screen-pop, IVR, automated performance site and Corporate Service button)• Delivered CSAT scores of 4.6-4.8 out of 5 stars annually as a result of 8,000+ surveys per year. • Slashed operational cost by $800K with enhanced digital experiences by integrating, API, telephony, Footprints.
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Manager Of Support OperationsSedgwick Oct 2006 - Jul 2009Us• Lead IT service desks and Customer Support centers in North America • Sedgwick’s ITIL expert that created and managed multiple support services for all company systems, including desktop applications, SaaS applications, provider/vendor facing proprietary applications, all corporate infrastructure and company telephony (Avaya) systems.• Created the company’s centralized SaaS service desk, supporting over 800k active customer users in a claim management organization with over 3,000 colleagues while utilizing ITIL methodology. • CMDB owner and leader. • Spearheaded face to business, clients, customer support organizations and processes.• Architect of the helpdesk automation system with BMC Footprints. Served as the company technical CAB owner.• Established team and individual performance goals and expectations. Created real-time dashboards to show team and individual performances. • Delivered CSAT scores of 4.6-4.8 out of 5 stars annually as a result of 5,900+ surveys per year.
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Manager Technical Support OperationsChico'S Fas, Inc. Nov 2004 - 2006Fort Myers, Fl, Us• Lead and managed support services for the company’s POS and inventory systems. Supporting over 8,000 users and 110 stores.• Managed staff of twenty IT Technicians in multi-locations, 10,000 incidents/month• Met or Exceeded established SLA’s: ASA:20; ABN%: 3%; FCR:95%; Customer Survey: 97%• Met or Exceeded SLA while decreasing budget by 11%.• Performance Metric Program, Volume Forecasting and Budgeting forecasting (KPI Metrics)• Increase SLA performance upon arrival by process correction within first 60 days.• Implemented KB Library for helpdesk to provide consistent information.• Helping hand in identifying third party application design flaws and solutions.• Built and managed Executive metric dashboard• Lead all Corporate Service impacting Projects. -
Director Of Technical Support ServicesAmerican Merchant Data Services Apr 2004 - Nov 2004• Provided daily and future direction to the IT Infrastructure and Support teams. Lead outsourced team out of Philippines for after-hours support.• Ensured all office hardware, communication, network, telephony and security technologies where up to date and in front of upcoming technologies.• Ensuring all technology is PCI compliant. • Ensured support teams where equipment and structured to provide contractual SLA support by client. • Involved in all new client contractual negotiations from a service perspective.• Managing all Support Services non-Cap and CapX expenditures
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National Senior Manager Of OperationsFirst Data Corporation Jul 2001 - Nov 2004Brookfield, Wisc., Us• Lead and managed over 180 colleagues in 6 different locations. • Implemented and managed the Retail Merchant Helpdesk; Grocery POS Helpdesk; Client Implementation Team; Grocery Implementation Technicians, Quality Accuracy Team and Product Production Distribution Center• Providing support for proprietary software and POS devices to all Concord/FDC clients directly. 20,000 calls per month• Supporting frame and satellite communications• Lead and implemented the first grocery POS systems and EBT environment.• Managed ATM installation and support across the country• Lead and implemented our in-house PO, inventory, RMA and distribution application. $25 million inventory. Asset Management Expert. Designed and built internal asset management tool. PO to Deploy to Replenish.• Lead and managed boarding 2,000 new merchants per month. $250,000 new business per month. -
National It Customer Support Manager /It National Implementations ManagerConcord Efs Oct 1993 - Jul 2001Us• Lead and managed over 180 colleagues in 6 different locations. • Implemented and managed the Trucking Travel Card POS, Retail Merchant Helpdesk; Grocery POS Helpdesk; Client Implementation Team; Grocery Implementation Technicians, Quality Accuracy Team and Product Production Distribution Center• Providing support for proprietary software and POS devices to all Concord/FDC clients directly. 20,000 calls per month• Supporting frame and satellite communications• Lead and implemented the first grocery POS systems and EBT environment.• Managed ATM installation and support across the country• Lead and implemented our in-house PO, inventory, RMA and distribution application. $25 million inventory. Asset Management Expert. Designed and built internal asset management tool. PO to Deploy to Replenish.• Lead and managed boarding 2,000 new merchants per month. $250,000 new business per month.
David Cox Education Details
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Lambuth UniversityGeneral -
Southwest Tennessee Community CollegeGeneral
Frequently Asked Questions about David Cox
What company does David Cox work for?
David Cox works for Adt
What is David Cox's role at the current company?
David Cox's current role is Global Director | Service Desk | Digital Transformation | Customer Experience | Technical Support | Support Services | Customer Success | Call Center | AI & Automation Innovator | Tools Integration.
What is David Cox's email address?
David Cox's email address is da****@****cms.com
What schools did David Cox attend?
David Cox attended Lambuth University, Southwest Tennessee Community College.
Who are David Cox's colleagues?
David Cox's colleagues are Bryan Johnson, Timothy Ryan Mihalik, Abaddon Apollyon, Paulina May, Rovilson Mariano, Cristian Ponce Guerrero, Putra Dharmasyah.
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