Jenny Cox Email and Phone Number
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Jenny Cox is a Senior Manager of Technical Support at Medallia. She possess expertise in management, leadership, customer service, sales, marketing and 10 more skills.
Medallia
View- Website:
- medallia.com
- Employees:
- 1834
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Senior ManagerMedallia Nov 2021 - PresentUnited States
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ManagerKeap Apr 2021 - Nov 2021Chandler, Arizona, United States- Lead an advanced support team in exceeding KPIs and metrics that include # of Resolves, reducing backlogs, increasing efficiency, and upholding change management.-Developed programs that lead to team specialization - Coached and developed team to increase performance and grow skills - Developed tier one team leads to help prepare them for future leadership roles - Worked closely with development teams to improve processes and communication that lead to high impact results -
LeadKeap Aug 2020 - Apr 2021Chandler, Arizona, United StatesWorked with three teams: tier 2 advanced technical support (Omni-channel; phone, chat, email, and social media), data import team, and migration team.Developed and maintained processes that lead to higher efficiency and greater role engagement Worked cross functionally with development teams to deliver high impact fixes for customersManaged phone ticket queues to ensure SLA were metEffectively coached and developed team Developed training for tier one support team to better equip them
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Onboarding ManagerKeap May 2018 - Aug 2020Chandler, Arizona, United States• Designed and iterated on free trial experience that drove 20% conversion.• Designed and led high impact tests that drove company goals • Worked cross functionally on multiple different initiatives that drove towards innovative solutions.• Constantly innovated and improved processes, systems, and delivery of services .• Improved customer software usage from 27% to 65% over 6 months. Over performing all other fulfillment channels • Effectively coached team members regularly to improve coaching skills• Led a team through moving from non customer facing work to a team of highly engaged consultants
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Service DesignerInfusionsoft Jan 2018 - May 2018Chandler, AzCreating the user journey for prospects generated via the Infusionsoft free trial offering. Testing hypotheses for the free trial user experience and conversion through email, in app notification and 1:1 phone consultation channels. Measuring success of each test and reporting up on a regular basis. Collaborating frequently with Marketing, Product, and Sales teams to align vision and execution of ongoing tests. -
Performance ExpertInfusionsoft Jan 2017 - 2018Chandler, AzI consult one-on-one with small businesses in marketing strategy, and how to leverage Infusionsoft and other technology to streamline and automate important aspects of their business to help them save time and money.My role requires me to analyze a client's business and relate their specific efforts and processes into practice through various IT solutions.My main objective is to empower clients by helping them discover vision, develop business and marketing acumen, and be more comfortable leveraging technology to accomplish their goals.
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Implementation ConsultantInfusionsoft Sep 2015 - Jan 2017Chandler, AzHelp guide new Infusionsoft customers into the software and establish steps to ensure a successful implementation in order to grow their small businesses.Managed a book of 20-30 clients at a time, meeting with clients weekly over a 1-2 month period. Assessed clients' small businesses to identify marketing and process opportunities as to implement Infusionsoft to realize those opportunities and make a positive impact in their small businesses. Daily administrative tasks and notes added into Salesforce. Weekly meetings with clients performed over Cisco Webex and in some rare instances, onsite in person.
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Multiple Roles Including Supervisor In Both Inbound And Online SupportGodaddy Feb 2010 - Sep 2015Gilbert, AzPositions Held: Inbound Sales and Support Representative, Inbound Assistance Technician, OnlineSupport Lead, Online Support Supervisor, Inbound Supervisor, Sales RepresentativeCoached agents daily when answering questions on how they can get thecorrect information without needing supportConsulted with multiple customers at a time to determine their short and long-term goals and recommended products that would help them achieve thesegoalsWas trusted to manage a team on third shift where I was primarily self-managedHelped develop and pilot on-boarding for agents who recently completed training
Jenny Cox Skills
Frequently Asked Questions about Jenny Cox
What company does Jenny Cox work for?
Jenny Cox works for Medallia
What is Jenny Cox's role at the current company?
Jenny Cox's current role is Senior Manager of Technical Support.
What is Jenny Cox's email address?
Jenny Cox's email address is je****@****oft.com
What is Jenny Cox's direct phone number?
Jenny Cox's direct phone number is +162369*****
What skills is Jenny Cox known for?
Jenny Cox has skills like Management, Leadership, Customer Service, Sales, Marketing, Strategic Planning, Training, Social Media, Public Speaking, Marketing Strategy, Team Building, Social Media Marketing.
Who are Jenny Cox's colleagues?
Jenny Cox's colleagues are Michael Gwilliam, Christopher Pleas, Eeshha Sharrma, Driss Desjardins, Sebastián Zapata, Brett Bradley, Kyle V..
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