Lawrence Cox Email and Phone Number
Branch Chief @ US General Services Administration | Contact Center Operations, Customer Experience at
@
Technology Transformation Services (TTS)
washington, district of columbia, united states
Lawrence Cox's Location
Houston, Texas, United States, United States
Lawrence Cox's Contact Details
Lawrence Cox work email
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Lawrence Cox personal email
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Lawrence Cox phone numbers
About Lawrence Cox
I am a Branch Chief at Technology Transformation Services (TTS), a division of the U.S. General Services Administration (GSA) that provides innovative solutions for the public sector. With over 16 years of experience in call center management, customer service, coaching, training, and development, I am passionate about enhancing the customer experience and driving operational excellence for the contact center.As the leader of the contact center team, I oversee and optimize the delivery of information on government-related programs and services to the public. I spearhead initiatives to improve the quality, efficiency, and effectiveness of the contact center operations, using data-driven insights and best practices. I also collaborate with internal and external stakeholders, including C-level executives, to identify and resolve issues, identify opportunities, and align strategic goals. In addition, I mentor, develop, and empower my team to excel in their roles and deliver exceptional service to the customers. I am proud to be part of TTS, a team that is dedicated to transforming the way the government serves the people.
Lawrence Cox's Current Company Details
Technology Transformation Services (Tts)
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Branch Chief @ US General Services Administration | Contact Center Operations, Customer Experience
washington, district of columbia, united states
- Employees:
- 28
Lawrence Cox Work Experience Details
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Branch Chief, Public Experience Contact Center OperationsTechnology Transformation Services (Tts) Jul 2023 - PresentWashington, District Of Columbia, United StatesAs the Branch Chief of Contact Center Operations, I am at the forefront of overseeing and optimizing the operational efficiency of the contact center. Responsible for the strategic leadership and management of the contact center team, I ensure the seamless delivery of information on government-related programs and services. This involves spearheading initiatives to enhance the overall customer experience and drive operational excellence. In my role, I lead a dynamic team dedicated to promoting and providing crucial government-related information through the contact center. Beyond serving as a centralized hub for public inquiries, the contact center also extends its services to other government agencies under a cost- reimbursement model, highlighting its role as a pivotal resource in supporting inter-agency collaboration.
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Contact Center Lead, UsagovTechnology Transformation Services (Tts) Dec 2021 - Jul 2023Washington, District Of Columbia, United StatesAs the Lead Federal Innovation Specialist in the Public Experience Portfolio, also known as USAGov, I am responsible for leading the USAGov Contact Center. The Contact Center is responsible for promoting and providing information on government-related programs and services. Additionally, the USAGov contact center offers services to other government agencies under a cost-reimbursement model.• Develop, implement, and manage projects in support of the Division’s delivery of government information.• Establish office-wide strategic plans and associated performance indicators that meet the overall goal of the agency.• Track and analyze projects to ensure they achieve customer intimacy while remaining within budget.• Research customer behavior and preferences, as well as the industry’s capabilities, to meet those requirements, and to plan future support and service.• Implement innovative solutions and technologies to improve operational excellence• Serve as a Contracting Officer Representative (COR)• Plan and administer contracts, including working with Contracting Officers to facilitate procurement actions, write SOWs, and manage contractual changes.
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Director, Product Management & StrategyNational Apartment Association Jul 2021 - Dec 2021Arlington, Virginia, United StatesAs Director, Product Management & Strategy, I was responsible for developing short-term and long-term product strategies, providing thought leadership, and ensuring operational excellence for a suite of existing NAA products. In partnership with internal and external stakeholders, I was the leader that helped drive the products and programs to prepare NAA for the future. I identified, evaluated, and ranked business opportunities according to strategic priorities, member value, engagement analytics, and market research. -
Director, Member Support Services (Contact Center)National Apartment Association Nov 2020 - Jul 2021Arlington, Virginia, United StatesI provided senior-level leadership to member service operations. I was ultimately responsible for the member call center's overall performance, including caller satisfaction, training, systems, and establishing/improving/managing internal processes across the organization. As Director, I lead, developed, and evaluated a team of Client Solutions Specialists, Quality Assurance specialists, and Chat specialists to deliver best-in-class service through customer focus and operational excellence. Teaming with various NAA departments, including C-suite level executives, and applying closed-loop resolution methodologies. I lead the organization through problem-solving and solution delivery. Decisions were made regarding people, processes, technology, and customer experience.
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Senior Manager, Client Solutions (Contact Center)National Apartment Association Mar 2019 - Nov 2020Arlington, Virginia, United States• Set precise goals and objectives for 5 professionals based on a strategic planning process developed by senior leadership• Implement strategy through clear and concise communications to include Plan of Action, clear expectations and individual accountability• Mentored, developed, and nurtured all CSAs to a point where they could excel through encouragement and empowerment• Manage inbound/outbound call center operations, performance metrics, and continuous improvement• Controlled resources and utilized assets to achieve qualitative and quantitative targets• Adhered to and managed a mandated budget• Identify issues and resolve time-sensitive challenges• Build incentives and motivation to maximize the team's efficiency, productivity and performance• Implement online productivity tools, company workshops and performance challenges• Update and continuously develop knowledge of products processes• Monitor and coordinate call center trends and trend analysis to provide recommendations for new and updated Key Productivity Indicators (KPI)
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Manager, Client Solutions (Contact Center)National Apartment Association Mar 2018 - Mar 2019Arlington, Va• Oversaw the performance of a call center that managed 75,000+ contacts per year• Monitored call “calibrations” and reviewed customer survey data to provide feedback on performance• Set a clear mission and deployment strategy• Created workflow rules for an online productivity tool, Zendesk Ticketing system, to maintain high quality productivity and efficiency• Collaborated with Sales & Development, Information Technology, Marketing, and Senior Level• Executives to identify areas for improvement• Accountable for improving the customer experience through driving a closed-loop improvement cycle (feedback, measurement, analysis, change, assessment)• Liaison between clients and company for providing input, insights, and impact assessments in support of Client and Operational initiatives• Led meetings for “requirement gathering” • Implemented Root Cause Analysis to determined concerns based on customer experience ‘pain points’ and brought about solutions that positively impact productivity• Experience with multiple Customer Relationship Management tools and in-depth knowledge of Salesforce-Service Cloud, Nimble, Zendesk, and Freshdesk • Established, oversaw, and ensured compliance with Policies & Procedure, and systems that impacted the quality of service provided to members• Established KPI’s and metrics that achieved positive results for customer effort, satisfaction, and NPS (Net Promoter Score)• Partnered with Human Resources to recruit Customer Service Agents (CSA)
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Call Center DirectorDaon Oct 2017 - Mar 2018Washington D.C. Metro Area• Monitored overall performance and motivated the team to exceed department goals and objectives• Partnered with C-Suite and Human Resources to implement strategic recruiting and employee engagement programs to attract and retain top performers• Coached and developed a workforce of 10 professionals to acquire and refine necessary job skills through constructive feedback, and ongoing training• Managed inbound/outbound call center operations, performance metrics, and continuous improvement• Conducted regular performance reviews to evaluate performance against KPIs• Collaborated with Business Development, operational, and technology teams to provide user experience feedback and improvement strategies• Maintained and improved call center operations by monitoring system performance• Identified and resolved issues, prepared and completing action plans• Completed system audits and analyses• Managed system and process improvement as well as Quality Assurance programs• Developed standardized documentation plans• Utilized call center software to maximize efficiencies -
Assistant Director Of AdmissionsArgosy University Apr 2017 - Oct 2017Washington D.C. Metro Area• Explained educational programs, expected outcomes, students’ services, and financial consideration to students, parents, and educators• Managed inquiries to achieve prompt contact and performance activity weekly goals• Utilized approved recruitment policies and formats• Made prompt and effective contact with inquiries and redirected unqualified candidates based upon incompatible career goals• Projected new student enrollment rates for Campus Director• Participate in recruitment and enrollment activities -
Under-Writing Call Center SupervisorAmerican Access Casualty Company Oct 2015 - Apr 2017Downers Grove, Illinois• Oversaw the operation of taking all new reports of loss and payment processing• Processed billing and account inquiries• Coordinated daily activities of Under-writers• Monitored service calls to observe employee’s demeanor, technical accuracy, and conformity to company policies• Managed inbound/outbound call center operations, performance metrics, and continuous improvement• Interviewed, hired, and trained employees• Trained tenured employees on process changes and updates• Coached team and individuals on performance versus targets• Provided account review and advice / assistance with forms for the under-writing staff• Assisted and supported field claims associates to claim file conclusion• Conducted product development, including legal and form research• Adjusted policy underwriting that impacted premiums and covered risks based on subjective reviews of the insured’s operation -
Student Manager (Call Center)Career Education Corporation Apr 2010 - Oct 2015Schaumburg, Illinois• Worked with and through Admissions Representatives to improve the starts, show rate, and retention of students over the prior year and meeting the budgeted show rate and start numbers• Partnered with Admissions Representatives to ensure that obstacles to the Student starting school were eliminated• Managed inbound/outbound call center operations, performance metrics, and continuous improvement• Ensured consistently high levels of integrity across all interactions, activities, and data relating to Admissions• Worked with Directors of Admissions, Trainers, Academics and Student Finance to improve processes and training related to show rate and retention• Ensured mandatory attendance of students at orientation• Assisted with the planning, organizing, and implementation of interactive new student orientation programs• Attended Admissions, Student Finance, and Academics meetings to ensure student needs were appropriately handled and in time before they started school• Identified trends at both the team and representative level to improve start volume, show rates, and retention• Ensured that representatives maintain ongoing contact with all future students to address any issues/concerns they may have and to “stitch” them into the school continually -
Call Center SupervisorTime Warner Cable Jul 2007 - Jul 2008Hobart, In• Planned and implemented call center strategies and operations; improving systems and processes• Managed a team of 15-25 agents, handled performance evaluations, and call monitoring• Managed inbound/outbound call center operations, performance metrics, and continuous improvement• Recruited, hired, and terminated personnel• Prepared call center performance reports by collecting, analyzing, and summarizing data and trends• Collaborated with Internet Specialists to troubleshoot problems with connectivity to a company website or intranet site• Accomplished organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments• Website performance testing and evaluations• Helped customers find items on company website and troubleshoot with a customer unable to get the website to load on their computer system
Lawrence Cox Skills
Admissions
Customer Service
Staff Development
Leadership Development
Sales
Higher Education
Training
Leadership
Customer Retention
Public Speaking
Team Building
Adult Education
Interviews
Enrollment Management
Student Financial Aid
Microsoft Office
Student Affairs
Student Recruiting
Strategic Planning
Coaching
Management
Career Counseling
Time Management
Budgets
Microsoft Excel
Powerpoint
Teaching
Recruiting
E Learning
Call Centers
Campusvue
Employee Training
College Recruiting
Educational Leadership
Outlook
Project Management
Account Management
Sales Management
Marketing Communications
Analysis
Marketing
Project Planning
Organizational Development
Business Development
Salesforce.com
Onboarding
Customer Experience
Performance Appraisal
Teamwork
Lawrence Cox Education Details
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Human Resource Management -
Management -
Business Administration And Management, General
Frequently Asked Questions about Lawrence Cox
What company does Lawrence Cox work for?
Lawrence Cox works for Technology Transformation Services (Tts)
What is Lawrence Cox's role at the current company?
Lawrence Cox's current role is Branch Chief @ US General Services Administration | Contact Center Operations, Customer Experience.
What is Lawrence Cox's email address?
Lawrence Cox's email address is lc****@****ine.edu
What is Lawrence Cox's direct phone number?
Lawrence Cox's direct phone number is +177323*****
What schools did Lawrence Cox attend?
Lawrence Cox attended Capella University, American Intercontinental University, American Intercontinental University.
What skills is Lawrence Cox known for?
Lawrence Cox has skills like Admissions, Customer Service, Staff Development, Leadership Development, Sales, Higher Education, Training, Leadership, Customer Retention, Public Speaking, Team Building, Adult Education.
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Lawrence Cox
Full Stack Developer | Excellent At Troubleshooting | Experienced Manager | Coding Dojo | College Of The RedwoodsRenton, Wa4bitcentral.com, brightbear.com, bitcentral.com, brightbear.com3 +170727XXXXX
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Lawrence Cox
Arlington, Va1comcast.net
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