Joshua Pugh
Chesapeake,Virginia
Summary
Highly skilled and established technical operations leader with over 15 years of leadership experience focused on team dynamics and individual development by establishing authentic relationships while promoting a culture of engagement and accountability. Execution oriented, leveraging a skill set, which includes engagement, enthusiasm, communication, and adaptability to develop a consistent record of success. Self-motivated leader, focused on continual growth for self, team, and enterprise while maintaining a balance between the needs of the customer, business, and employees.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Regional Security Operations Lead – Home Life
Cox Communications
03.2017 - 04.2023
- Accountable for working with region technicians, supervisors, and field service managers daily to achieve the field service performance metrics locally in accordance with Cox Home Life and Cox Business Security Solutions LRP
- Champion locally and regionally for implementing new products, process changes and continuous improvement work into the field services org/UHT base
- Advocate for training topics and needs locally based on quality trends and reporting ensuring training refreshes are scheduled/cascaded effectively to all residential and business technicians
- Ensure that operational processes meet all state and local regulatory and compliance requirements
- Work directly with the Atlanta corporate based licensing specialists team focusing on maintaining licenses for all Virginia based employees
- Advisor to residential and business field technicians based on product knowledge
- Provide leadership by influencing and building and maintaining business-focused, long-term relationships with partners both inside and outside of the organization
- Simplified the Department of Criminal Justice Services renewal process by creating the M&P that each license holder uses in efforts to reduce downtime for the field service technicians.
Field Service Supervisor
Cox Communications
01.2008 - 03.2017
- Assured the delivery of the highest quality services to end users, establishes and maintains standards for satisfaction of the end users
- Provided direction and guidance in the preparation of programs to assure adequate training and development of personnel to ensure optimal performance of individuals
- Assured company compliance with safety regulations while promoting safety awareness among employees
- Managed the field service operation to ensure that both short and long-term operation objectives and financial goals are met
- Assured a smooth integration of new products and service offerings into the field service operation
- Coordinated with various operating units within Cox Communications to ensure the maximization of profit potential and cost reduction and the provision of excellent service and sales.
Universal Home Technician
Cox Communications
11.2001 - 01.2008
- Installs, disconnects, troubleshoot video, high-speed internet services, and telephony services
- Drives company vehicle between office, warehouse, and work sites and maintains company vehicle
- Educates customers regarding their existing and new services and informs them about other Cox services and sells additional services to customers
- Complies with all safety procedures and policies
- Plans daily route, requisitions equipment, and supplies and stocks the vehicle
- Resolves customer complaints
- Ensures the quality of processes, programs, and customer satisfaction
- Worked as an On-the-Job-Mentor (OJM), training new field technicians.
Education
Pursuing a degree in Business Administration -
Southern New Hampshire University
Skills
- Employee Development
- Process Improvement
- Execution Oriented
- Operations Management
- Customer Experience
- Change Champion
Certification
- DCJS Compliance Agent, CA-1001253
- Personal DCJS License, 99-288355
Professionalawards
- Employee of the Quarter, 3rd Quarter 2018, Cox Communications
- Virginia Region Gold Standard Recipient, 2014, Cox Communications
Drivingrecord
+5 points
Professionaltitle
Professional Leader
Timeline
Regional Security Operations Lead – Home Life
Cox Communications
03.2017 - 04.2023
Field Service Supervisor
Cox Communications
01.2008 - 03.2017
Universal Home Technician
Cox Communications
11.2001 - 01.2008
Pursuing a degree in Business Administration -
Southern New Hampshire University
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