Wesley Cox Email & Phone Number

Raleigh-Durham-Chapel Hill Area

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• Work directly with medium and enterprise businesses and provide project management leadership and strong technical skills for this growing B2B software firm catering to fire protection and commercial HVAC service.
• Defined and developed new subscriber-based TAM (technical account manager) offering and hired and trained support team of four technical account managers and one account coordinator.➙ Increased predictive annualized.
• Provide direct support for 15 accounts and subject matter expertise and mentoring support to junior TAMs for 100 accounts.➙ Solve customer/user technical problems involving process automation, website integration.
• Partner closely with account management sales team to build and support processes for lead generation and closing deals.

Raleigh-Durham, North Carolina Area

Durham, NC

• Managed at-risk/demanding projects to identify and analyze risks and offer creative solutions to obstacles for accounts which included the top four customers.
• Promoted QuickSight BI adoption (new product offering) by implementing standard (using API deployment) and customized reports contributing to an increase in closing more enterprise-level deals and developing internal.

Remote

• Worked directly with small/medium businesses, providing technical project management leadership.
• Ensured successful client transition to ServiceTrade SaaS platform, including technical stack implementation, data transformation, workflow process modification and customer onboarding training.➙ Applied Agile methods.
• Provided pre-development architecture for module-based training system (LMS) to increase learning options and effectiveness.
• Introduced project management tools to improve internal and external efficiency, communication and customer satisfaction.
• Implemented and closed over 40 new client onboarding projects each year.
• Recognized for supporting one-third of total company non-recurring revenue out of a team of eight implementation engineers.

Raleigh-Durham-Chapel Hill Area

• Supported customer needs including general usage questions, customer service issues, feature requests and advanced technical troubleshooting.
• Worked closely with developers and product owner to log, prioritize and test bugs and new features.
• Created and supported self-service resources including tutorials, videos and FAQs.
• Oversaw integration of new customers, including training (remote/onsite), support, feature requirements and strategies for implementation within current business processes.

Durham, North Carolina

• Led technical support for the Genius Bar (retail operations) in high-volume, dynamic environment.➙ Developed, managed and provided performance reviews for over 130 employees as part of a cross-functional management.
• Collaborated with sales and operations teams to ensure tech support team achieved overall business goals, exceeding YoY revenue goals through improved operational efficiency and team performance.
• Interpreted and drove key metrics including wait time, turnaround time and customer satisfaction through communicating vision and purpose.➙ Improved Genius Bar performance from last in the region to top 5.➙ Increased.

Bethesda, Maryland, United States

• Led supply chain, inventory control, loss prevention, payroll, workforce optimization and hiring for a retail store generating $100 million in annual revenue.
• Developed, managed and provided performance reviews for over 100 employees as part of a cross-functional management team with direct responsibility for 15 technical team employees.
• Achieved recognition as best workforce manager.➙ Assisted region and market operations managers with performance improvement including transfer of knowledge for best practices, scheduling and payroll management.➙.
• Served on elite enterprise-wide team charged with developing best practices and training for rollout across all stores nationally.

Raleigh-Durham-Chapel Hill Area

Raleigh-Durham-Chapel Hill Area

Bachelor Of Science - Bs, Biomedical Engineering, Cum Laude

Postgraduate Degree Program, Computer Science, A+

Activities and Societies: Completed 30 credit hours. Independent study