James Cox

9 Park Close, Malmesbury, Wiltshire SN16 0EB

01666 825751 (home) 01666 843240 (work) 07968 627199 (mobile)
coxhjames@yahoo.co.uk j.cox@blieducation.com

Profile


An experienced customer services specialist with 20 years experience in challenging customer
facing roles including several years with line management responsibility, leading teams to
deliver excellent levels of service.
Skilled in recruiting customer service staff, monitoring and managing a customer helpdesk to
agreed SLAs. Setting up workflow procedures and scheduling work plans. Carries out
performance appraisals and produces reports based on statistical analysis of call volumes and
trends, customer feedback and product issues.

Career History


Bli Education (formerly Sherston Publishing Group) 2002 to date

%echnical Support Manager/Service Desk Manager 2008 to date
Senior Customer Support Coordinator/%est Manager 2004 to 2008
Customer Support Coordinator 2002 to 2004

Achievements


O Successfully recruited and trained team members to the Service Desk resulting in a
professional and timely level of support to customers.

O ntroduced Service Level Agreement with regard to response times to email enquiries,
as a result 99.5% of emails received are responded to within 2 hours.

O Pioneered and jointly developed, then maintained web based Frequently Asked
Questions for customers.

O Established a Weekly Activity Report that summarised all aspects of the Service Desk
performance; including volumes of calls answered, emails responded to, complimentary
customer feedback and revenue generated. This enabled tighter control of the Service
Desk activity and resulted in improved levels of customer service.

O Coached other members of the Service Desk team in delivery of customer service
excellence. Since October 2007, more than 100 customers have written in to thank us
for our help (extracts available).

O Successfully resolved complex or sensitive customer issues that have been escalated.
Liaised with other departments, Senior Managers and 3
rd
party companies.

O Directed the integration of support for all CD-ROM based Granada, Blackcat and Semerc
titles from the previous support team after a company merger.

O Managed, coached and developed the team of software testers which resulted in the
timely release of over 40 CD-ROM and online products, generating 5M + revenue for
the company.

O dentified the need for, then developed and maintained compatibility matrix for over
150 products.

O Created a knowledgebase of technical issues with in-depth documented resolutions.



% Property Services Apr 2002 to Dec 2002
Customer Support Analyst
Supported solicitors and their conveyancing teams in the configuration and use of TMs e-
conveyancing software and web services. Assisted clients by telephone regarding the
installation and configuration of web browsers, plug-ins and mapping software. Telephone
trained new users in the use of the services, explaining functionality of complex tools using
non-technical terminology.

"uantica %echnology Feb 2001 to Apr 2002
I% Recruitment Consultant
Managed Key accounts, dealing mainly with Helpdesk/Service Desk Managers in selecting and
interviewing 1
st
and 2
nd
line customer support staff.

Gateway Computers 1999 to 2001
Systems consultant / Sales Executive
Advised over 600 customers in the design and specification of custom-built PCs.
Gave technical support to customers by telephone and face to face, analysing technical issues
and escalating to hardware teams as required.
Trained novice users in-store and in-home in the basic use of Windows, web browsers, office
applications, printing, scanning and photo editing.

Great Western %rains (prev British Rail) 1988 to 1999
Promoted to Duty Station Manager in 1993, after several other customer service roles.
Ensured station standards achieved specified SLAs.
Trained, coached and developed a team of 20 customer facing team members.
Recruitment - advertised vacancies, interviewed and selected customer service staff.
Performed 10+ interviews on local radio, championing the companys public profile.


Education
4 A-Levels, 2 A/O Levels, 9 O-levels including Maths and English Language



Technical skills



Training

have received training in areas related to my technical skills. have attended workshops for
Health & Safety Law, Managing Change, Coaching/Development and Media nterview Skills.


nterests

am passionate about motor racing and have attended many national and international
events, including a trip to the Le Mans 24 hour race. have also driven Formula Ford racing
cars and a Ferrari 355 road car at Thruxton; the UKs fastest circuit.
have more recently taken an interest in photography and am enjoying learning the intricacies
of a Digital SLR camera.
Windows 9x, NT4, 2000, XP, Vista, 7
Mac OS X 10.2 to 10.6
RM Community Connect 3 & 4
MS Office to 2007
Web browser configuration


Parature Service Desk CRM
Kayako Support Suite
Bendata HEAT first level support
Zendesk Help Desk
Citrix GoToAssist