Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Affiliations
Timeline
Generic
Riley Cox

Riley Cox

Charlestown,MA,

Summary

Motivated operations & logistics professional with over 8 years of experience delivering successful improvements for business operations, growth and team development. Resourceful project manager and customer service specialist that thrives in fast-paced and changing environments. Focused on exceeding expectations and maximizing customer satisfaction, while helping customers extract the most value from a product/service.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Operations Manager

Volo Sports
Boston, MA
04.2022 - Current
  • Sports & event program building and management; ensuring timely and accurate facilitation and execution from league creation to surveying participant experience
  • Permit and venue relationship management and analysis; consistently uphold and improve brand standards and relationships across 50+ venues; maintaining positive player retention while adhering to customer service SLA's
  • Develop initiatives for process improvement and reviewed and assessed ongoing operations and logistics; daily planning sheet maintenance, equipment inventory & budgeting
  • Manager of team of 5 Coordinator/associate level reports; direct management and experience with onboarding, training and the continuous development of my team

Franchisee Support Manager

Dunkin/Inspire Brands
Boston, MA
12.2020 - 04.2022
  • Support field teams to understand trends that enable them to work with their franchisees to improve overall guest experience
  • Solve for trends with franchisee related issues and report-out key learnings and actionable information
  • Collaborate with brand teams including Marketing, Operating Systems, IT, Quality Assurance, Retail Food Safety
  • Improve the guest and franchisee resolution process by constantly refining communications systems and field/franchisee training

Growth Operations Associate

Toast Inc.
Boston, MA
12.2019 - 04.2020
  • Maintained fluidity in overall sales processes while working closely with Sales Leadership to report on key trends and reporting efficiency
  • Assisted cross-functional GTM teams with planning, resourcing, product management, market research and other operational tasks
  • Managed relationships with external vendors to assist in gathering new business, and the costs associated with obtaining those accounts
  • Built and maintained project materials and dashboards to help drive sales visibility and performance with a focus on assisting sales approach high value accounts

Customer Success Associate

Kelmar Associates
Wakefield, MA
05.2017 - 11.2019
  • Drove customer awareness, engagement, and adoption of new product features to maximize the value of their purchased solutions
  • Developed and maintained relationships; ensuring solutions supported the ongoing needs and objectives for each customer/state department
  • Engaged in proactive client meetings to positively impact customer loyalty and overall revenue growth
  • Effectively manage a high volume of inbound customer requests/tickets, align them with internal resources and anticipate business needs

Customer Experience Specialist

Riso Inc.
Burlington, MA
06.2016 - 05.2017
  • Served as a key point of contact for clients while developing consultative relationships via routine in-person visits throughout New England
  • Recognized expansion and upsell opportunities and effectively communicated with sales counterparts
  • Maintained internal processes via Salesforce to plan customer visits, activity and sales opportunities
  • Document troubleshooting and issue resolution steps and effectively escalate issues when necessary

Education

Bachelor of Science: Business Administration -

Saint Joseph's College of Maine

Skills

  • Customer & Vendor Relationship Management
  • Process Improvement
  • Time & Project Management
  • Business & Operations Management
  • Logistics Oversight
  • Customer Engagement Strategy
  • Client Relationships
  • Quality Assurance and Control
  • Salesforce, Jira, Asana, Gainsight, Freshdesk, Zendesk
  • Microsoft & Google Suite

Certification

  • Six Sigma
  • Building Customer Loyalty & Customer Experience Certifications

Accomplishments

  • GNAC All Academic Team
  • Business & Sports Management Award

Affiliations

  • Autism Speaks
  • Volo Kids Foundation

Timeline

Operations Manager

Volo Sports
04.2022 - Current

Franchisee Support Manager

Dunkin/Inspire Brands
12.2020 - 04.2022

Growth Operations Associate

Toast Inc.
12.2019 - 04.2020

Customer Success Associate

Kelmar Associates
05.2017 - 11.2019

Customer Experience Specialist

Riso Inc.
06.2016 - 05.2017

Bachelor of Science: Business Administration -

Saint Joseph's College of Maine

Similar Profiles

CREATE PROFILE
Riley Cox