Rox Burkey, Mba, Ccxp Email and Phone Number
Rox Burkey, Mba, Ccxp work email
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Rox Burkey, Mba, Ccxp personal email
The process for increasing your Customers' Lifetime Value has diverse starting points based on where an organization is in delivery of customer experience options. I have the appropriate skills to enable mapping the best options and business strategies to optimize customer experience regardless of the current technology and/or business processes. I can deliver a workable plan based on input from all the key business stakeholders, measure the positive changes and establish proper monitoring for continual improvements. This can set your organization apart and positively impact your bottom line.FEATURED SPEAKER ON CUSTOMER EXPERIENCE OPTIMIZATION: For various vendor solutions at multiple venues around the world.ARCHITECTING SOLUTION DESIGNS: Worked with Fortune 500 firms to expand Customer Experience reach and increase customer lifetime value. LEADERSHIP AND TEAM BUILDING: Worked with diverse teams to increase product knowledge/certifications across internal and partner teams.CUSTOMER ADVOCATE FOR TECHNOLOGY CHANGES: Deep dive consulting reviews and documentation of operations, contact center behaviors, internal and external touch points, agent and supervisor behaviors, refined business driver requirements – US Manufacturers (2); Healthcare Providers (4); Service Providers (5); Higher Education (4)RECOGNIZED SALES CONTRIBUTOR: Top Talent Awards Sales Avaya Top Talent 2011; Nortel Circle of Excellence 2001; Nortel Honor Circle 2002 and 2003; Consistently outstanding performance ratings.
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Contact Center Specialist - SalesZoomDallas, Tx, Us
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Contact Center Specialist - SalesZoom Aug 2022 - PresentSan Jose, Ca, UsAs a Zoom Contact Center Specialist, Rox supports Zoom Account Executives with delivering an integrated customer and workforce experience with the foundation of Zoom’s cloud network and video architecture. Rox participates in client meetings for discovery/needs assessment of the business objectives near term and long term, delivers demonstrations of Zoom Contact Center solutions, and shares client requests back to Zoom product development for potential application enhancements. -
Cx ManagerAwards International May 2022 - PresentStevenage, GbSupported the US Customer Experience Awards 2022 as a Chair Judge -
Customer Experience Advisory PanelC. T. Bauer College Of Business (University Of Houston) Mar 2021 - PresentHouston, Texas, UsThe C.T. Bauer College of Business at the University of Houston Customer Experience Certificate ProgramExcellent customer experience creates brand loyalty, affinity, and drives revenue. The CX Certificate Program offered through the C. T. Bauer College of Business at the University of Houston may be one of the most important investments your company can make. Whether you attend the four-day in-person classroom experience or join us online, you will learn to understand how customer's feel about your company based on their experiences. You will develop deeper customer insights and learn how to integrate innovative digital methodology that will make your organization stand apart from the competition. The Bauer CX Program is designed by industry experts and thought leaders, for professionals seeking advanced skills in this fast-growing discipline. Classes feature a hands-on, interactive approach designed to provide the skills required to lead your company’s new customer experience culture. Learn more and register. -
Co-AuthorEnigma Series, Llc 2012 - PresentI and my co-author, Charles Breakfield, write Techno-Thriller stories which include intrigue, romance, travel, technology, and imagination. Relevant technology applied to stories containing a rich character universe. Technology is the focus and the world is the playground and work area for both the heroes and the villains. You may love some of the characters or hate some of them, but you won't forget them!
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Customer Experience Solution ArchitectConvergeone Dec 2016 - Aug 2022Bloomington, Minnesota, UsWorking with a diversified team in the Southern Region of the United States, I help customers determine the best customer-centric solutions to design a path toward achieving. Working with all levels within my customer's business I help align the technology goals, business goals, and optimize the customer experiences.Transforming Customer Loyalty Through:• Customer Experience and Workforce Assessment• Alignment of Business Goals with Technology Investments• Navigating Change Management for Processes and Technology• Design Evolution for Multi-Vendor Infrastructure• Leadership and People Empowerment• Enabling Social Media and Omni-Channel Integration• Thinking Inside and Outside the Box -
Btx Practice Architect Sales | Cxpa | Cross Verticals | Business SolutionsCisco Apr 2015 - Nov 2016San Jose, Ca, UsI joined this team to help create customer-centric focused solutions to optimize technology investments, as well as align processes and strategy to achieve bottom line results for enterprises. Connecting organizational business goals with the correct application of solutions to drive higher profitability through enhanced customer experiencesSkills include:• Customer Loyalty Realization• Design Evolution With Multi-vendor Infrastructure• Social Media Strategy and Integration• Process Evaluation, Analysis, and Design Leveraging Omni-Channel Integration• Optimization of business architecture aligned to business goals with technology investments• Leadership and People Empowerment• Embracing Change Management -
Hp Enterprise Services - Bps Solution ArchitectHewlett-Packard Sep 2013 - Apr 2015Houston, Texas, UsHelp provide optimized customer experience solutions. Leading contact center solutions the way a customer needs it to meet their business requirements. -
Director - Technical Solutions MarketingAvaya Nov 2012 - Sep 2013Morristown, New Jersey, UsI was brought on to develop integrated bundling across the Avaya portfolio for contact center solutions applied to holistic customer business problems as well as relate gaps to R&D. Additionally I was to enable sales teams (internal and partner) to easily articulate complex solution business value. -Provided consolidated solution sales plays focusing on up sell and cross sell strategies to place Avaya CC solutions first with: AT&T, Windstream, Frontier, Verizon, HP, and CenturyLink -Worked across teams for integrated solutions to drive customer value for increases to their market share $3.5M up-sell contribution CYQ1 -Worked with teams to increase market share with delivery to service provider customers $8M new sales contribution CYH1 -Featured speaker at two major customer and partner events (Orlando and Jamaica) -
Contact Center Solutions Sr Mgr - Service Providers And Systems IntegratorsAvaya Feb 2011 - Nov 2012Morristown, New Jersey, UsI was brought on to drive contact center solution revenues through the Service Provider and Systems Integrator partners. Additionally I was to increase partner mindshare as well as provide consistent knowledge transfer and support certification requirements. -Provided multiple CC focused workshops with additional accreditations for the CC portfolio solution with a 15% increase (23 in a single session) -Met and exceeded quota to 148% 2011 -Provided coaching to team members across Avaya on specific application capabilities, supported RFPs, nominated to the Sales Ambassadors Team, drove product improvements with case-based justifications
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Senior Cc/Uc Solutions Architect Mid AtlanticAvaya Mar 2010 - Jan 2011Morristown, New Jersey, UsI was brought on to support sales to customers based in Avaya’s Mid Atlantic region. The needs included cross-portfolio sales, team collaboration, consulting with customers to plan short and long term strategies, respond to RFPs and delivery executive meetings on proposed solutions, and help optimize use of team resources. -Closed multiple customer opportunities for financial services and healthcare customers $3M -Provided framework for consulting reviews to drive sales opportunities multiple successes over $100K -Mapped enterprise business drivers and defined value propositions for 8 major customers -Created and conducted 60 demos and 15 workshop to drive sales and facilitate knowledge transfers
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Senior Core Se TeamAvaya Apr 2009 - Mar 2010Morristown, New Jersey, UsI was added to create contact center focused lab solutions for proof of concept requests, customer demos, partner demos, and business communications enabled solutions. -Mentored 40+ team members in the US and CALA on use of complex demos for customers -Provided design architectures to meet 5 customers’ business objectives for complex CC solutions -Deployed, maintained, documented and later moved 7 distinct complex CC solution demo environments -Researched/recommended complementary 3rd party vendor adjunct solutions to existing customer contact center solutions provided by Avaya/Nortel
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Large Enterprise SmeNortel Jun 1997 - Mar 2009CaI was added to focus on expansion of Nortel contact center solutions for large switch platforms of enterprise and government customers across the United States. The primary goals included maintaining customer mindshare through driving upgrades and making recommendations for complex application additions to R&D teams -Sales solutions for CS2100, SL-100 customers within the US multi-million contributor -
Senior Systems Solution Architect/Business DevelopmentNortel Dec 1999 - Feb 2008CaI was added to increase customer acceptance of server based contact center solutions, remove problems/barriers, and drive customer satisfaction. Additionally, driving requirements for changes through to the R&D team, review documentation as a SME, and improve customer satisfaction through application expansion. -Solutions design for multiple customers, workshop creation and delivery 3 four-day series, part of Hot Site Tiger Team for 100+ US customers -Worked with multiple problem implementations for customers with a 90% increase in customer satisfaction -Reviewed documentation for multiple application releases and provided significant drivers to application enhancement based on customer business requirements.
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Project Management/Solution Account ManagementNortel Jun 1997 - Nov 1999CaI was added to provide project delivery of complex contact center and CTI solutions for enterprise customers within the US. It included consulting, project management, solution creation, and integration enablement. -Oversaw project delivery, as well as created and reviewed associated documentation for multiple customers including one notable service provider -Provided implementation support to multiple customers with newest contact center and CTI-based solutions
Rox Burkey, Mba, Ccxp Skills
Rox Burkey, Mba, Ccxp Education Details
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Dallas Baptist UniversityInformation Systems -
Homestead Schools
Frequently Asked Questions about Rox Burkey, Mba, Ccxp
What company does Rox Burkey, Mba, Ccxp work for?
Rox Burkey, Mba, Ccxp works for Zoom
What is Rox Burkey, Mba, Ccxp's role at the current company?
Rox Burkey, Mba, Ccxp's current role is Contact Center Specialist - Sales.
What is Rox Burkey, Mba, Ccxp's email address?
Rox Burkey, Mba, Ccxp's email address is rb****@****aya.com
What schools did Rox Burkey, Mba, Ccxp attend?
Rox Burkey, Mba, Ccxp attended Dallas Baptist University, Homestead Schools.
What are some of Rox Burkey, Mba, Ccxp's interests?
Rox Burkey, Mba, Ccxp has interest in Crafts, Sewing, Antiques, Bicycling.
What skills is Rox Burkey, Mba, Ccxp known for?
Rox Burkey, Mba, Ccxp has skills like Unified Communications, Telecommunications, Avaya, Solution Selling, Contact Centers, Voip, Sip, Telephony, Cti, Enterprise Software, Call Centers, Managed Services.
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