Josh Akehurst Email & Phone Number

Shawnee, Ks, Us

Shawnee, Ks, Us

Kansas City

Customer Touchpoint Intelligence. Topbox enables organizations to analyze every customer communication regardless of the communications channel. Topbox goes beyond the traditional contact center "quality assurance" model to uncover customer and buyer friction points across voice, chat, email, product reviews, customer surveys, application feedback, social and web feedback channels.Subscription pricing, zero infrastructure cost and rapid (days/weeks) deployment ensures a rapid return on investment. See why some of world's largest brands choose Topbox for their customer touchpoint intellegence needs.www.topbox.io

Accomplishments- Delivered a responsive web design knowledge application utilized by 30,000 customer call center agents and retail sales staff. Completed a seamless conversion of the user base from previous application within 90 days without additional investment in hardware/software. - Application improved agent call handle time by 2-3 seconds on over five million customer calls per month. Key Responsibilities- Provide subject matter expertise for customer knowledge application. - Build and advance relationships with stakeholders, development team, and vendors.- Utilize application reporting and analytics to drive system enhancements and identify performance improvement opportunities. - Proactively manage and prioritize the application backlog consisting of updates, enhancements, and bug fixes. - Develop technical solutions for business processes and requirements. - Facilitate project team meetings with the objective of monitoring the customer knowledge application enhancements from concept through implementation.

Accomplishments- Implemented a network pinpoint tool for call center staff resulting in an annual cost-savings of $15 million dollars in vendor costs and call deflection. - Integrated a standalone noting and call tracking tool utilized by over 4,000 technical support agents; System integration provided real-time call data to network operations team. Key Responsibilities- Served as primary point-of-contact for delivering enhancements to knowledge management tools to support call center services.

Accomplishments- Performed system and end-to-end testing on major development projects for a cable automation provisioning tool; Application handled VoIP order provisioning for approximately 4.5 million external cable customers.- Developed an automated process to manage cable partner test data and production support activities. Key Responsibilities- Managed integrated system testing and data support team consisting of seven employees and nine offshore contractors.- Responsible for leading large cross channel testing and development projects which included coordination with external cable partners.

Accomplishments- Simplified customer reporting of system issues in order to meet ITSM standards for resolving incident tickets. - Led efforts to improve overall service levels for trouble ticket resolution resulting in improved performance: o 77% of tickets closed within the service level agreement compared to 57%. o Reduced number of daily escalations for tickets older than 96 hours by more than half. Key Responsibilities- Managed application production support team of 10+ employees across various job tiers. - Oversaw the triage, dispatch, management, and/or resolution of approximately 400 trouble tickets per week.

- Managed project teams in order to achieve process improvements in hardware/software monitoring solutions.

- Provided 24 x 7 technical support for approximately 100 executives and staff including the CEO, COO, and direct reports. - Supported and trained senior executives on new technologies to maximize efficiency in the workplace.

- Provided second-tier desktop and network support at the Sprint World Headquarters for over 300 employees.

Master Of Business Administration

Mis