Daniel Hickey
Chesapeake,VA
Summary
Dynamic leader with extensive experience at Cox Communications, excelling in training delivery and process improvement. Proven track record in curriculum design and KPI analysis, enhancing revenue and customer satisfaction. Skilled in Salesforce and team coaching, driving cross-functional collaboration to achieve organizational goals. Committed to developing future leaders and optimizing performance.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Department Manager – Residential Sales Training Delivery
Cox Communications
Chesapeake, USA
01.2017 - 01.2025
- Led the redesign and delivery of the Retention curriculum, conducting module reviews, gathering SME and stakeholder input, and analyzing KPI trends to close performance gaps. Post-launch benchmarking showed increased revenue per call, reduced handle time, and growth in total revenue.
- Oversaw regional training delivery teams, ensuring performance alignment, coaching, and readiness across multiple business channels.
- Developed and maintained training schedules, ensuring consistent delivery across virtual, instructor-led, and blended formats.
- Collaborated with Salesforce-adjacent teams, Sales Ops, and Process Improvement partners to align training with system updates, new workflows, and SOP changes.
- Analyzed helpdesk and VOC data to identify training gaps, adjust curriculum, and improve adherence to processes and system usage.
- Co-chaired the 'Career Connect' mentoring program, expanding cross-functional knowledge and developing future leaders.
- Monitored training effectiveness through facilitation observation, SMART goal setting, and targeted development planning.
- Utilized Workday, Training Orchestra, WFM, Panopto, CMS, MS365, Khoros, and Cresta to streamline scheduling, reporting, and content delivery.
- Partnered with Marketing, Instructional Design, and GTM teams to support organizational rollouts and employee upskilling initiatives.
Department Manager – Tier 1 Technical Support Contact Center
Cox Communications
Chesapeake, USA
01.2015 - 01.2017
- Led a team of 80–100 employees, providing coaching, performance reviews, and development planning.
- Conducted weekly team meetings, one-on-ones, and operational reviews to maintain performance alignment.
- Improved productivity and reduced unnecessary transactions through process refinement and coaching.
- Strengthened NPS performance through VOC analysis and customer listening strategies.
- Collaborated with cross-functional teams to improve SOP adherence and streamline administrative processes.
Customer Experience Team Supervisor
Cox Communications
Chesapeake, USA
01.2004 - 01.2015
- Led Executive Resolution and Closed Loop Feedback teams, consistently achieving top Time-to-Act metrics.
- Analyzed Medallia VOC data to identify trends, root causes, and improvement opportunities.
- Developed and presented CX and NPS reporting to operational, sales, and leadership teams.
- Completed a Six Sigma Green Belt project, reducing disconnect/downgrade error rates from 24% to under 1%.
- Coached and developed high-performing Executive Escalation Specialists and Performance Coaches.
Section Manager – Customer Satisfaction
MBNA America Bank NA
01.1998 - 01.2003
- Managed inbound Customer Satisfaction Specialists, consistently exceeding service and performance goals.
- Facilitated New Hire training through classroom instruction and hands-on coaching.
- Conducted interviews, prescreens, and orientation for new employees.
- Led a formal mentor program to support employee development.
Education
Bachelor of Science - Resource Development
University of Rhode Island
Skills
- Training and leadership
- Salesforce expertise
- Process improvement strategies
- Curriculum design
- Systems training (ERP/CRM)
- KPI and data analysis
- Team coaching
- SOP development
- Cross-functional collaboration
- Change management
- Project implementation
- NPS and VOC analysis
- Acquisition training
- Microsoft Office Suite proficiency
- Workday knowledge
- WFM systems expertise
- Training orchestration tools
- Medallia experience
- Khoros platform skills
- Cresta application knowledge
Certification
Six Sigma Green Belt, Cox Communications
Tailoring Notes
Your résumé now directly aligns with the job posting’s core requirements: Overseeing regional training teams → You’ve done this for years. Systems training (ERP/CRM/Salesforce) → Highlighted heavily. SOP development & process adherence → Integrated throughout. Analyzing helpdesk data & reporting → Matched to your VOC/NPS/Medallia experience. Acquisition training & migration → Your rollout and GTM experience fits this. Project implementation → Already part of your background. High-volume environment leadership → Your contact center roles demonstrate this clearly. This résumé will score extremely well in ATS for this Training Manager role.
Timeline
Department Manager – Residential Sales Training Delivery
Cox Communications
01.2017 - 01.2025
Department Manager – Tier 1 Technical Support Contact Center
Cox Communications
01.2015 - 01.2017
Customer Experience Team Supervisor
Cox Communications
01.2004 - 01.2015
Section Manager – Customer Satisfaction
MBNA America Bank NA
01.1998 - 01.2003
Bachelor of Science - Resource Development
University of Rhode Island