BRUCE R. COX

With a robust background at Sprint and T-Mobile, I excel in transforming training curricula and enhancing employee performance through innovative solutions like Adobe Captivate and facilitative leadership. Recognized for designing high-impact learning programs and leading national management practices, my expertise drives significant advancements in organizational development.

Facilitative Leadership, National Management Practices, Selection Interviewing, Leader as Coach, Triple C Certification, Interdependent Consulting, Microsoft Office, Microsoft Project, Microsoft Visio, OnDemand Developer, Design Web Template, UELive, Dreamweaver MX, Practice Activity Tool, RoboDemo, Breeze, UE Guide, Adobe Flash CS3 online course, Adobe Captivate, Adobe Creative Cloud, Adobe Photoshop, Lectora, Audacity, Nominated for 2016 Circle of Achievement award for Customer Advocacy New Hire (CANH) Fluency Rewrite, iRecognize for support of CANH and SPC course development, E-Card Recognition for Chrysler Uconnect’s curriculum, Winner of Sprint Values Excellence (SVE) award for third quarter 1997 and the SVE annual award for 1997, Winner of SVE award for first and third quarters 1999, Nominated for SVE first, second and third quarters 2001, Winner of SVE second quarter 2001

• HRD Specialist III, Development, T-Mobile, 01/2006, 12/2024, Irving, TX, Successfully managed numerous large scale initiatives, including: national roll-out of Net Promotor Score (NPS), Next Best Action (NBA) for all Care LoBs and Telesales, Customer Advocacy New Hire curriculums for Customer Account Services, Care and Corporate-Liable (CL) Conversions, and Winback, Care IDP Modules, and Practices on Demand (POD’s)., Led review and redesign of Care and CAS CANH curricula with respective business partners., As contributor to Care Development Team, managed Peer Review process, provided insights and opportunities to management in support of Brand and instructional design consistency., Assumed Team lead for numerous high-visibility projects, including the Frontline Sales and Service Leadership Academy (FSSLA) and assumed ownership of the Care New Hire curriculum in addition to CAS., Role expanded by manager beyond Care Customer LOB’s to include leadership and consulting role on key initiatives., Piloted Customer Advocacy New Hire curriculum for Care leading to more productive use of tools, processes and procedures and customer interactions by domestic and international peers., Also worked with Bain and SME’s to design and maintain solutions by incorporating Sprint Promotor System for CMO., Led effort to create and deliver HPC New Hire curriculum, and launched to all NCP call centers. Included 3-day Train the Facilitator (TTF) and co-creation of a certification program., Created and managed collaborative Web site to house design documents, style guides, checklists, tracking sheets, editorial standards and Lectora template requirements, all in support of Account Services Fluency New Hire and business unit performance., Compass course updates and improvements recognized as one of the Top 5 rated courses by enrollees., Once assigned to be the key developer to help launch the new billing system, i-Care, needed to learned new system quickly, build relationships with new customers and facilitate tight deadlines., In support of High Performance Coaching Behaviors for Account Service team, created reading assignments, video exercises, virtual classroom, debrief session Centra slides, job aids, a SharePoint site to house materials, assignments, calendars, discussion boards, and videos., Also designed a standard email template in Microsoft Publisher to aid in distribution of weekly assignments., Asked by Compass business owner to lead initiative around troubleshooting process for AS. Recognized by BU for strong skills and knowledge of Compass product., Completed conversions of Account Services New Hire curriculum from DWT format to Lectora.
• Educational Consultant III, Development, Sprint, 03/2004, 12/2006, Irving, TX, Designed and developed network-enabled training solutions including Web content using the Design Web Template (DWT) and Dreamweaver MX, simulations of various core systems using OnDemand Developer, and facilitated, Web-based training materials using PowerPoint and UELive., Successfully managed the Cougar Order Processing project, leading a team of three instructional designers, who developed 75 pages of Web-based content, 40 system simulations, and 55 job aids for poorly-documented and undocumented procedures in a two month period., Led the development of a Level of Effort (LOE) to convert the Service Management Organization's (SMO) General Repair New Hire from a paper-based curriculum to an online, facilitated, self-paced one., Outlined and successfully promoted designs for on-line, facilitated curriculum models to Sprint Business Solutions (SBS) managers and supervisors.
• Educational Consultant, Independent Contractor, Sprint, 04/2001, 09/2003, Irving, TX, Consistently designed and developed high-quality course content, supporting documentation, and practical exercises for instructor-led and web-based training., Received multiple commendations from management, training staff, and participants for quality and effectiveness of on-line training created for Government Services Division (GSD) mainframe reporting system., Assumed the role of subject matter expert and lead developer of instructor-led materials and web-based training content for Field Support Automation (FSA)—an on-line order creation and submission tool. Using Assistware built and maintained an archive of training and support objects, providing just-in-time training and support to system users.
• Educational Consultant II, Delivery, Sprint, 01/1998, 01/2001, Irving, TX, Facilitated product, system, upsell, and customer satisfaction skills training to newly hired and tenured customer service representatives. As team lead, supervised a team of four instructors located in Irving, Denver, and Winona, MN., Responsible for the successful transition of small market business customer service to a vendor-operated call center in Lakeland, FL. Designed customized, cost-efficient curriculum reducing training time by two weeks., During eleven week assignment, facilitated training of all vendor instructors, multiple new hire sessions, and provided post-training performance assessment and coaching., Instrumental in the transformation of Small Market New Hire curriculum from an eight-week, instructor-led curriculum to a four-week, self-paced, facilitated, on-line training curriculum., Successfully delivered Upsell training to four call centers increasing revenues through the sale of additional services—long distance, toll free, FONCARD, and Internet—to the existing small market customer base., Led monthly meetings with service operations to assess trends and determine future training needs., Consistently provided instructor-led new-release product, system update, and skills reinforcement training in a timely and efficient manner., Acted as subject matter expert to Performance Solutions department, assisted in curriculum design decisions, and developed visual training aids—including PowerPoint presentations, Job Aids, and training documents., Conducted monthly team meetings, developed team LINK objectives, assisted instructors in creation of individual development plans, administered quarterly LINK reviews, and communicated future drive and vision of the team.
• Customer Service Associate, Sprint, 01/1996, 01/1998, Irving, TX, Resolved customers’ account escalations for immediate supervisor and department manager., Selected to provide side-by-side coaching to new hires in system navigation and quality customer care., Chosen for Correspondence team because of demonstrated, written communications skills., Serviced accounts for internal and external customers by means of alternate access methods—fax, Internet, e-mail., Developed process improvements to decrease average handle time of account maintenance requests and expedite timeliness of responses., Created, administered, and provided analysis for an internal customer survey, aiding the advancement of alternate access as a viable means of contact between small business service and sales., Selected to instruct a class of 25 agents to become temporary customer service representatives.