Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
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Nathan Cox

Nathan Cox

Aurora,IL

Summary

Senior leader with 20+ years of experience in operational excellence and customer experience enhancement. Demonstrated success in optimizing customer service operations and building high-performing teams for exceptional service delivery in diverse markets, both domestic and international. Skilled in developing customer success strategies aligned with business objectives, and utilizing data-driven insights for performance monitoring. Recognized for fostering a collaborative work culture, and employee engagement.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Director of Contact Center Operations

LRS
Rosemont, IL
10.2023 - 01.2025
  • Managed a team of 100 representatives across seven geographically dispersed teams, and BPO.
  • Established a three-to-five-year vision and roadmap for customer service in partnership with senior leadership.
  • Administered budget management to ensure efficient resource utilization in line with service standards.
  • Set and tracked key performance indicators, and held team members accountable for achieving goals.
  • Conducted performance management through regular reviews, feedback sessions, and coaching.
  • Developed and implemented customer experience strategies to enhance customer satisfaction.
  • Facilitated collaboration among Operations, Sales, Billing, and Marketing for effective issue resolution.

Director & VP of Customer Support

Matterport
Sunnyvale, CA
05.2018 - 07.2023
  • Directed a team of 80 customer support agents, achieving a service level of 90% adherence to customer response time.
  • Enhanced call center operations by streamlining processes and upgrading technical infrastructure for better user experience.
  • Initiated and led the implementation of a cloud-based telephony system (Five9) to ensure nationwide staffing capabilities, and business continuity.
  • Grew customer satisfaction scores (CSAT) by 10% through the adoption of client-centric communication channels (e.g., SMS, chat, and AI).
  • Recruited and developed teams through training and mentoring programs to boost overall performance.
  • Implemented performance plans that defined individual strengths and guided career growth opportunities.
  • Achieved an operating expense ratio below 8% through expense monitoring and outsourcing initiatives.

Manager & Director of Contact Center Operations

Adtalem Global Education
Naperville, IL
04.2005 - 03.2018
  • Led a department of 300 colleagues in a contact center environment, achieving annual key performance indicators.
  • Managed the contact center infrastructure (Five9, InContact, and Salesforce) for 1,500 agents, both domestically, and internationally.
  • Oversaw a $10M operational budget, planning expenses, identifying business goals, and forecasting unexpected changes.
  • Generated $500 million in annual revenue by overseeing a yearly volume of 15 million contact center tasks, including inbound and outbound calls, and emails.
  • Coordinated multi-site business expansion across five international and six domestic locations.
    Reduced annual costs by $1.6M by eliminating outsourcing and building a service provider model in-house.
  • Boosted Net Promoter Scores (NPS) by 1,500 points through VoC data, performance management, mentoring and coaching, and cross-functional collaboration.

Education

Master of Science - Human Resources Management

Keller Graduate School of Management
Chicago, IL

Bachelor of Science - Business Management

Grambling State University
Grambling, LA

Skills

  • Budget management
  • Performance metrics
  • Customer experience
  • Cloud telephony
  • Team leadership
  • Process improvement
  • Strategic planning
  • Collaboration skills
  • Coaching and mentoring
  • Operational efficiency
  • Workforce management
  • Call center technology

Certification

  • Forte Interpersonal Communication Profile - Forte Institute
  • Center for Creative Leadership 360 Assessment - Center for Creative Leadership
  • The Coaching Advantage - The Executive Edge

References

References available upon request.

Timeline

Director of Contact Center Operations

LRS
10.2023 - 01.2025

Director & VP of Customer Support

Matterport
05.2018 - 07.2023

Manager & Director of Contact Center Operations

Adtalem Global Education
04.2005 - 03.2018

Master of Science - Human Resources Management

Keller Graduate School of Management

Bachelor of Science - Business Management

Grambling State University

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