Justin Wagner Email and Phone Number

JULY 2021 – NOVEMBER 2024OPERATIONS MANAGER, COX AUTOMOTIVE, INCManage dispatchers and 150+ mobile diesel mechanics. Helped develop and deploy an app called Celero. Handle disputes between customers and invoices. Build estimates for repairs. Review technicians’ invoices before submitting to the customer. Run daily, weekly, and monthly call numbers. Assist with P&L, COGs as well as EBIDA. Present Celero to customers and help train dispatchers and technicians in Celero. Follow company safety procedures. Develop and implement dispatch strategies in line with company objectives. Manage the day-to-day operations of the dispatch center, including scheduling, staffing, and operations. Ensure compliance with health and safety regulations, as well as company policies and procedures. Monitor performance against key metrics and take corrective actions as necessary. Collaborate with other departments to improve client experience. This includes breakdown call management, customer service, and billing. Analyze the financial impact of proposed Technician changes, such as routing, time to get to site, and excessive time delays. Implement specific customer requirements, such as internal reporting or customized procedures. Investigate service failures, report findings, and implement corrective actions. Participate in selection, qualification, or performance evaluation for direct reports. Oversee dispatcher call quality and conduct audits. Training, coaching, and development of dispatchers and technicians.

Inspected vaults for correct fiber installation. Located conduit and fiber to make sure there are no conflicts for contractors. Lashed fiber to strand wire. Ran strand wire from pole to pole. Dug trenches to locate conduit and other utilities. Pulled tracer wire and mule tape to locate conduit and fiber.

Mentored new hires. Installed and serviced all residential and business customers. Fixed signal internet, pixilation, and picture freezing issues. Ran coax and fiber from telephone pole to customer premises. Used ladders operate power and hand tools to prep cable and create entry points. Scripted modems for Static IPs for businesses. Ran cat5/6 cable for internet and phone service. Completed SCTE courses to advance through tech progressions.

Researched fraud charges on customer accounts. Advised customer of fraud charges. Called customers to verify charges.

Trained new hires in processes and procedures. Trained new hires how to pick orders that came in through the company website.

Collected debt from past due payday loans. Called customers to setup payment arrangements. Setup auto dialer system. Ran payments. Setup new users

Assisted with phone system management. Made sure all clients were uploaded into the phone system. Assisted with debt collection.

Built interior doors for residential and commercial buildings. Made custom doors.

Took inbound calls from customers to set up payments on their past due credit card accounts. Made outbound calls to customers to setup payment arrangements.