Robert Cox Email & Phone Number

Kent, Wa

Smith Brothers Farms is a locally owned-and-operated dairy and home grocery delivery service, with over 70,000 customers throughout the Pacific Northwest (Seattle and Portland markets).As the Director of Customer Experience, I am in change of business operations for Smith Brothers Farms' home delivery service. I am privileged to lead 3 outstanding teams (marketing, sales, support), serve as the product owner for all customer-facing platforms, and partner with colleagues across the organization to innovate and compete in the growing home grocery delivery market.Key Accomplishments: - Lead end-to-end launch of new home delivery service in Portland market (Alpenrose brand).- Design and launch of new website and mobile applications (iOS, Android).- Implementation and launch of multi-channel (email, phone, chat, text, social) support via Zendesk.- Creation of customer experience journey map, leading to multiple, ROI-positive CX/CE projects.- Driving improvement across multiple KPIs (customer acquisition, retention, cost/acquisition).

Redmond, Wa

With over 20 billion apps delivered, WildTangent (acquired by Gamigo) is a leading worldwide, cross-device technology company focused on the distribution and monetization of mobile, social and online apps. As the head of WildTangent customer support, I led a team of agents who supported all products and services in English, French, German and Spanish, 7 days a week. We delivered both account and technical support, with refined subject-matter expertise in Microsoft, Android and iOS devices.Key Accomplishments:- Replaced outdated, convoluted and expensive ticketing system with highly functional and inexpensive solution (Zendesk).- Transformed dysfunctional, two-team organization to single, collaborative, cooperative team.- Delivered customer-segmentation analysis to improve customer engagement and revenue.- Led efficiency-improving and ROI-positive projects, including building an online account portal to give customers better visibility and control over their account.

Greater Seattle Area

PopCap Games, the creator of some of the world’s most beloved video game franchises including Bejeweled and Plants vs. Zombies, is a division of Electronic Arts Inc.In my role as Customer Support Manager, I led PopCap's stellar customer service teams in the US and Ireland. We supported all PopCap games across all platforms, including PC, iOS, Android and Facebook.Key Accomplishments: - Delivered programs, tools and systems to scale CS operations and improve the customer experience.- Launched community forums to create a vital customer engagement and one-to-many support channel.- Transformed team culture, empowering team-members to take risks, propose solutions and pursue professional goals.

Greater Seattle Area

WhitePages is a leading provider of contact information in North America, at the forefront of helping people find, understand and verify personal and business identities. WhitePages.com is a top 40 web property with the #1 caller ID app, assisting over 50 million monthly users find and connect with others. In my time at WhitePages, I led customer support operations for all products and services including WhitePages Pro B2B services and DealPop (online group buying service). I was the company's privacy officer, ensuring privacy policy compliance and training. I led program management - inclusive of being a team scrum-master - as we transitioned from waterfall to agile software development. Key Accomplishments:1. Achieved consecutive 50%+ YOY growth for WhitePages Pro (2004-2006).2. Managed vendor selection, contract negotiation, implementation, and service execution of “Live Chat” for WhitePages Pro (note: online chat was a service differentiator in 2010!).3. Delivered fraud prevention analysis, product recommendations and software functional specifications to reduce credit card fraud loss.

Responsible for 100+ seat contact center including 4 e-commerce teams, “Executive Customer Relations” team (serving Attorneys Generals, BBB Online and partner executive offices) and “CS Solutions” team (global trouble ticketing, bulk email communications, etc.). Key Accomplishments: 1. My teams won “Excellence in Customer Service Quality” award for 7 consecutive quarters.2. Achieved “zero rep-error defects” for 5 consecutive weeks during Q4, 2002.3. Had lowest employee turnover among all domestic call centers.

Hands-on leadership of daily store operations.