Elizabeth Cox

Promoted through GEICO’s highly competitive Management Development Program into progressive leadership positions responsible for customer service operations, employee development, performance management, operational excellence, and workforce leadership. Directed daily operations within a fast-paced, metrics-driven environment while balancing employee engagement, customer satisfaction, regulatory compliance, and organizational performance.

Recognized as a trusted operational leader known for coaching high-performing teams, developing future leaders, improving business processes, and driving measurable performance improvements through collaboration, accountability, and data-informed decision making.

Operations Leadership

• Managed daily staffing levels, scheduling adjustments, workload balancing, attendance concerns, and operational coverage to maintain productivity and business continuity.
• Utilized workforce management principles to maximize efficiency while ensuring customer service expectations were consistently achieved.
• Coordinated operational priorities during periods of changing business demand, staffing fluctuations, and organizational initiatives.
• Assisted leadership with operational planning and implementation of department initiatives designed to improve organizational performance.

Employee Development & Training

• Facilitated new hire orientation and onboarding, preparing over 60 employees for production roles, enhancing team readiness and integration.
• Maintained greater than 90% employee retention into operational departments through structured onboarding, coaching, mentorship, and ongoing development.
• Developed individualized coaching strategies that improved employee confidence, productivity, customer interactions, and long-term performance.
• Mentored emerging leaders participating in leadership development initiatives by sharing operational knowledge, coaching techniques, and leadership best practices.
• Created an environment where employees felt supported, engaged, and empowered to achieve organizational goals.

Performance Management

• Analyzed KPI dashboards, productivity reports, customer feedback, quality assurance results, and operational metrics to identify trends and implement targeted improvement strategies.
• Monitored performance related to customer satisfaction, first-contact resolution, productivity, quality, attendance, and compliance.
• Coached staff consistently based on performance indicators, recognizing achievements and addressing improvement opportunities to enhance overall team performance.
• Developed action plans that aligned employee performance with departmental objectives and organizational priorities.

Process Improvement

• Spearheaded workflow improvements, reducing average handle time by 20 seconds while ensuring quality and customer satisfaction remained high.
• Identified operational inefficiencies through data analysis and implemented sustainable solutions that improved productivity and service delivery.
• Recommended process enhancements that simplified workflows, reduced unnecessary administrative effort, and improved employee effectiveness.
• Supported continuous improvement initiatives by encouraging employee feedback and identifying opportunities for operational excellence.

Quality Assurance & Compliance

• Conducted quality assurance reviews, documentation audits, and compliance monitoring to ensure adherence to company policies, state regulations, and organizational standards.
• Maintained detailed documentation supporting employee performance, coaching activities, attendance, and operational decisions.
• Partnered with leadership to reinforce policy compliance while promoting consistency and accountability throughout daily operations.
• Assisted employees in understanding policy changes, procedural updates, and organizational expectations.

Cross-Functional Leadership

• Collaborated closely with Human Resources, Training, Underwriting, Claims, Information Technology, and senior leadership to improve operational effectiveness.
• Served as a trusted escalation resource for complex customer concerns requiring critical thinking, diplomacy, and sound judgment.
• Coordinated cross-functional communication to improve customer outcomes and operational efficiency.
• Supported organizational change initiatives while maintaining employee engagement and business continuity.

Served in progressive direct care, care coordination, and program support roles within one of Southern Arizona’s leading nonprofit organizations serving children and families impacted by abuse, neglect, trauma, and behavioral health challenges. Provided trauma-informed services while coordinating care, supporting program operations, training staff, maintaining regulatory compliance, and building collaborative relationships with community partners.

Recognized as a dependable leader who balanced compassionate client advocacy with strong organizational, administrative, and operational responsibilities.

• Coordinated individualized care plans for children facing trauma, behavioral health concerns, and family instability, ensuring alignment with treatment goals, court expectations, and organizational standards to enhance service delivery.
• Advocated for children and families by facilitating service coordination across multiple agencies, ensuring continuity of care through consistent communication and follow-up to improve client outcomes.
• Built trusted relationships with children, families, foster parents, attorneys, educators, case managers, healthcare providers, and community partners to support positive long-term outcomes.
• Assisted families in navigating complex systems while connecting them with community resources and support services.
• Delivered trauma-informed services using de-escalation techniques, crisis intervention strategies, conflict resolution skills, and behavior management best practices.
• Responded calmly and effectively during behavioral health crises while ensuring the safety and well-being of children, staff, and visitors.
• Applied sound professional judgment in emotionally complex situations while maintaining compassion, consistency, and professionalism.

Program Operations & Compliance

• Maintained comprehensive case files, progress notes, incident reports, treatment documentation, and court records while ensuring accuracy, confidentiality, and regulatory compliance.
• Ensured compliance with organizational policies, Arizona child welfare requirements, licensing standards, and confidentiality regulations.
• Supported continuous quality improvement initiatives by reviewing documentation, identifying trends, and recommending operational improvements that strengthened program effectiveness.
• Assisted leadership in maintaining program readiness for audits, inspections, and regulatory reviews.
• Conducted payroll auditing support and administrative reviews to verify employee documentation, time records, and operational accuracy.
• Assisted with scheduling, documentation management, employee records, and administrative reporting supporting daily program operations.
• Coordinated communication between staff, leadership, healthcare professionals, and external agencies to ensure timely information sharing and continuity of services.
• Supported grant reporting and data collection efforts by maintaining organized records and preparing documentation used to demonstrate program outcomes.

Employee Development & Volunteer Leadership

• Assisted with onboarding and mentoring new employees by providing training, guidance, and reinforcement of organizational policies and trauma-informed care practices.
• Supported volunteer recruitment, orientation, scheduling, and ongoing supervision while helping foster a positive and collaborative team environment.
• Shared operational knowledge and best practices with new staff members to promote consistency and quality service delivery.

Community Engagement

• Represented Casa de los Niños during community outreach events, educational presentations, and partnership meetings to increase awareness of available programs and services.
• Delivered presentations to community organizations, leadership teams, and board members regarding volunteer initiatives, community engagement efforts, and program outcomes.
• Built collaborative relationships with nonprofit organizations, schools, healthcare providers, behavioral health agencies, and community partners throughout Southern Arizona.

Cross-Functional Collaboration

• Worked closely with psychiatrists, psychologists, nurses, therapists, educators, social workers, attorneys, judges, and child welfare professionals to coordinate multidisciplinary care plans.
• Facilitated communication among internal and external stakeholders to ensure children and families received comprehensive, coordinated services.
• Participated in interdisciplinary meetings focused on case planning, service coordination, risk assessment, and client advocacy.

Served as an AmeriCorps member supporting youth development, educational programming, volunteer engagement, and community outreach initiatives. Planned and coordinated programs designed to strengthen academic achievement, civic engagement, and leadership development while building partnerships with schools, families, and community organizations.