April Cox
Orlando,FL
Summary
- Experienced business professional with 20+ years in call center operations and e-commerce, focusing on client retention and multi-faceted communication. Strong ability to drive improvements in client and employee satisfaction through strategic initiatives. Core skills include account management, project coordination, and organizational communication. Entrepreneurial background with a history of successful business development and operational growth.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Owner and Director of Operations
Rocky's Retreat
10.2017 - Current
- Drove new business via digital and in-person marketing strategies.
- Established strategic alliances with pet businesses, veterinarians, and non-profit organizations.
- Enhanced operational efficiency through continuous evaluation and improvement initiatives.
- Curated retail shop offerings to align with client needs and preferences.
- Provided solution-based consulting to deliver value-added services for pets.
- Recruited, trained, and developed team for strategic and daily operations including sales and client communication.
- Managed labor costs to ensure profitability while supporting business growth.
- Oversaw key initiatives such as facility maintenance and employee satisfaction programs.
Customer Service & Operations Manager
Saatchi Art
01.2022 - 07.2023
- Recruited, trained, and led customer service team to enhance artist and collector experiences.
- Reviewed operational procedures to identify efficiencies for growth opportunities.
- Developed customer service processes aligning with business needs while ensuring customer satisfaction.
- Collaborated with ecommerce and marketing teams to forecast future customer contacts in online art gallery.
Customer Service Manager, Consumer Markets
McKesson
08.2021 - 12.2021
- Recruited, trained, and led customer service team for multiple healthcare ecommerce markets.
- Reviewed operational procedures to identify efficiencies supporting future growth.
- Developed customer service processes aligning with business objectives and customer satisfaction.
- Collaborated with ecommerce and marketing teams to forecast future contact volumes.
- Identified, developed, and launched CRM solution enhancing order and contact management.
Director, Client Services
Advanced Care Scripts, a CVS company
04.2015 - 09.2018
- Direct the operational activities of client support services through design and implementation of all operations of ~200 associates
- Flexes to 300+ in January
- Solution based consulting with clients to provide value added services
- Manage, recruit, train and develop leadership to perform strategic and day-to-day duties that include: KPI execution, contract adherence, expectation setting and client facing communication
- Ensure profitability through management of services consistent with budgetary guidelines
- Drive new business both organically and through RFP participation
- Oversee key service initiatives
- Leader in Specialty pharmacy and patient support
- Brought a key client out of the red from a profitability and satisfaction perspective in 6 months
- Client increased book of business by 30%
- Client doubled the contract term during renewal
- Program currently at ~20% VCM
- Launched several employee focused initiatives, reducing attrition
- Successfully renewed all contracts that were coming to term
- Absorbed portfolio of accounts during a reorg, doubling team size
- Recruited a former direct report from previous company in to an Associate Director role. This employee moved on to a larger role within the organization.
Sr. Manager, Client Services
eBay Enterprise, fka GSI Commerce
04.2011 - 04.2015
- Sustained overall customer service relationships across 22 apparel and luxury brands.
- Established strong partnerships, functioning as an extension of each client's business.
- Managed strategic and day-to-day operations, including SLA execution and client communications.
- Conducted regular analyses to develop recommendations that drive efficiencies and enhance client experiences.
- Drove new business initiatives while overseeing key service projects.
- Achieved consistent revenue growth; exceeded plan by 12.04% in 2014 with a variable contribution margin increase of 18%.
- Managed over 15 client launches and platform migrations, ensuring timely and budget-compliant delivery as subject matter expert.
- Participated in more than 20 RFPs and contract renewals, securing three multi-year contracts and retaining two accounts through tailored suggestions.
Business Manager, Client Services
GSI Commerce
07.2009 - 04.2011
- Executed, documented, and improved operational processes to enhance efficiency.
- Collaborated with Customer Service operations to establish a unified customer experience.
- Partnered with key operations groups on strategic business initiatives for Customer Service.
- Reviewed operational procedures to ensure compliance with contracts and submitted accurate forecasts.
- Led successful transition of high-value client from another facility to Melbourne call center.
- Achieved over 100% increase in business volume by contract end.
- Preserved $2.5 million contract from termination and ensured payment compliance.
- Launched error-free concept site for Customer Service and fulfillment within tight deadlines.
Operations Manager, Client Relations Manager, Training Programs Manager, Order Review Supervisor
GSI Commerce
04.2003 - 07.2009
- Established department strategy aligned with corporate objectives and customer service goals.
- Reviewed operational metrics daily, providing actionable recommendations as needed.
- Oversaw team of 100+ phone agents, five direct-report Supervisors, and five Brand Specialists.
- Attracted, coached, and developed talent to enhance ownership and accountability.
- Created infrastructure for dedicated escalations team and specialized roles supporting business growth.
- Launched 13 apparel client programs in customer service from 2005 to 2009.
- Mentored over 20 individuals, with five advancing to managerial positions.
- Implemented aggressive customer appeasement policy, achieving one contact resolution across all clients.
Education
Bachelor of Arts - Business Management, Interpersonal/Organizational Communication
University of Central Florida
Orlando, FL05.2009
Skills
- Client retention and account management
- Project coordination
- Training and development
- Customer service operations
- Organizational communication
- One-contact resolution
- Research and analysis
- Business development
Websites
Affiliations And Community Service
- Metta Rescue Family, Business Ally, 04/19, Present
- Pet Alliance of Greater Orlando, Business Buddy, 10/18, Present
- Femcity Orlando chapter, President, 04/17, 04/19
- Melbourne Art Festival, NFP, Chair, Judges Committee, 2004, Present
- Melbourne Art Festival, NFP, Chair, Directory Committee, 2005, 2014
- Melbourne Art Festival, NFP, Board of Directors, 2007, 2011
- Femcity Orlando chapter, Board Member, 2015, 2017
- Phi Theta Kappa - National Honor Society, Member, Not Provided, Not Provided
- National Association of Professional Women, Member, Not Provided, Not Provided
- Give Kids the World, Not Provided, Not Provided, Not Provided
- Soles for Souls, Not Provided, Not Provided, Not Provided
- Making Strides, Relay for Life, March of Dimes, Walk to End Lupus, Team member, Not Provided, Not Provided
- Habitat for Humanity, Not Provided, Not Provided, 2 builds
- Daily Bread Soup Kitchen, Not Provided, Not Provided, Not Provided
Continuing Education And Training
- Work Human Conference
- Preparing Leaders for Organizational Success - Melbourne Chamber of Commerce
- Situational Leadership
- Dispute Resolution Certification - University of Central Florida
- Bob Pike's 'Train the Trainer' boot camp
- Guila Muir's 'Developing Effective Training Sessions'
Languages
Spanish
Professional
Certification
Certified Pet Tech® CPR And First Aid Instructor
Timeline
Customer Service & Operations Manager
Saatchi Art
01.2022 - 07.2023
Customer Service Manager, Consumer Markets
McKesson
08.2021 - 12.2021
Owner and Director of Operations
Rocky's Retreat
10.2017 - Current
Director, Client Services
Advanced Care Scripts, a CVS company
04.2015 - 09.2018
Sr. Manager, Client Services
eBay Enterprise, fka GSI Commerce
04.2011 - 04.2015
Business Manager, Client Services
GSI Commerce
07.2009 - 04.2011
Operations Manager, Client Relations Manager, Training Programs Manager, Order Review Supervisor
GSI Commerce
04.2003 - 07.2009
Bachelor of Arts - Business Management, Interpersonal/Organizational Communication
University of Central Florida