ROBERT COX JR
WILMINGTON,DE
Summary
Industrious Manager dedicated to keeping operations running efficient and smooth by delivering successful leadership and team management at all levels. Experienced in administering budgets, overseeing personnel needs and solving routine and complex problem. Easily adaptable to changes when required
Well-qualified dispatcher with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
42
42
years of professional experience
Work History
Service and Tire Center Manager/Customer Service Representative
PEPBOYS Automotive
02.2005 - 02.2024
- Assist customers with maintenance and repairs of their autos
- Hire train service staff
- Monitor coach and counsel employees work performance
- Describe required, suggested work to customers selling the necessary services to resolve their maintenance problems
- Monitor and maintain customer satisfaction during , phone inquiries and store visits
- Control outside credit card purchases/ expenditures, where necessary ensuring company margins meet set standards
- Set schedules and monitor/control payroll expenditures
- Resolve all facility deficiencies, ensuring all maintenance/repair equipment functions as prescribed by manufacturer
- Review and analyze stores daily performance versus set company parameters, adjusting or implementing new strategies where necessary to correct and improve performance
- Ensure all safety guidelines are followed daily
- Set and reset advertisement displays in accordance with current offers, including resetting weekly price changes
- Ensure daily customer follow up is performed, at close of sale and the next day to help build customer loyalty and trust.
- Oversaw the recruitment, hiring, and onboarding processes to ensure a skilled workforce capable of meeting center objectives.
- Checked facility, employee work and service levels to maintain compliance with company and industry standards.
- Promoted a culture of teamwork through effective leadership, open communication channels, and regular team-building activities.
- Established performance metrics and conducted regular evaluations to identify areas for improvement and drive continuous growth.
- Managed daily operations for optimal efficiency, resulting in improved revenue generation and higher customer retention rates.
- Enhanced customer satisfaction by implementing efficient service delivery strategies and streamlining center operations.
- Successfully resolved client concerns by actively listening to their needs and proposing viable solutions that met their expectations.
- Managed work and performance of more than [Number] employees.
- Processed payroll for over [Number] employees as part of sound human resources and financial management strategies.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Developed and maintained strong relationships with key stakeholders, ensuring smooth communication and collaboration across departments.
- Ensured compliance with all relevant regulations, maintaining a safe and secure environment for staff members and clients alike.
- Maintained accurate records of all transactions at the center, ensuring transparency in financial reporting for internal stakeholders.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Streamlined scheduling procedures to optimize resource allocation, resulting in better overall management of the center''s workload.
- Directed daily operations at busy [Type of business].
- Initiated new marketing campaigns that effectively raised brand awareness, attracting more customers to the center.
- Championed innovation in service offerings, continuously identifying emerging trends and incorporating them into the center''s operations to stay ahead of competitors.
Crew Leader
Danella Construction
01.2004 - 01.2005
- Supervise underground installation of coaxial and fiber optic cables
- Perform and direct site surveys and underground facility location and design activities for placement of conduit, coaxial and fiber optic cables
- Meet with property owners to discuss routing, restoration and facility repairs to customer property and other underground utilities (sprinklers, underground lighting and phone wiring)
- Ensue installation of facilities along right of ways and across paved roads and driveways meet all local, state and federal established guidelines and rules
- Coordinate with local utilities all underground construction activities that may impact their existing facilities
- Prepared daily progress reports of all construction activities through the life of the project
- Achievements: Directed the installation of 3,000’ of coaxial cable facilities.
- Trained employees in time management and proper ways to complete job duties.
- Maintained a safe working environment by enforcing strict adherence to safety guidelines and promptly addressing potential hazards.
- Monitored team members to verify work quality and address concerns.
- Served as the primary point of contact between crew members and upper management, relaying important information as necessary.
- Communicated daily with vendors to keep project fully operational.
- Established clear priorities and production quality standards.
- Handled issues with relative ease by implementing best practices and applying critical thinking skills to find best solutions.
- Interacted with employees to demonstrate high standards and mitigate issues effectively.
- Evaluated incoming materials for quality and amounts ordered.
Volunteer assistant
American Christian School
01.2003 - 01.2005
- Worked with Basketball team coaching and mentoring young men.
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Strengthened client relationships through consistent follow-up communication and efficient problem resolution.
- Boosted customer satisfaction by promptly addressing inquiries and resolving issues professionally.
Director of engineering
Urban CableWorks
08.2001 - 01.2003
- Direct purchasing, inventory control, construction activities/projects, signal processing facilities, vehicle fleet readiness/maintenance and installation and maintenance activities for 80,000 subscribers of a Digital Coaxial/Fiber Optic Cable Television System
- Manage FCC, state and local compliance testing program ensuring all regulations are met and records are properly maintained
- Negotiate contracts with vendors for engineering services, tools and equipment required to perform daily operational activities
- Perform interviews for various positions including managers and front line employees
- Develop and maintain a 25 million dollar annual Capital Budget for the engineering department
- Maintain records and monitor compliance testing ensuring all city, state and federal guidelines are met
- Achievements: Directed the launched of HSD (High Speed Data internet service) and VOD (Video on Demand) service to 190, 000,000 homes
- Installed a digital WMS (Warehouse monitoring system) improved tracking, distribution and recovery of digital set tops
- Improved the distribution of supplies and equipment reducing expenditures by 10 percent
- Directed an 80 million dollar transition project from an Analog to a completely Digital Head End facility
- Investigated theft of service, identified and prosecuted persons involved, identified the location of illegal distribution of equipment
- Identified internal security concerns that allowed equipment to continue operating after it was removed from an account.
- Reduced downtime and improved productivity through the implementation of effective preventive maintenance programs.
- Presented technical findings at regional conferences sharing knowledge within the field while enhancing networking possibilities.
- Streamlined engineering processes for increased efficiency, leading to faster project completion and reduced costs.
- Developed high-performing engineering teams through strategic hiring, focused mentoring, and performance management initiatives.
- Managed resource allocation and utilization for entire [Type] department.
- Designed and monitored project schedules and project manager assignments.
- Led successful product launches by coordinating multidisciplinary teams and ensuring timely delivery within budget constraints.
- Set budgets for engineering tasks, tailoring financial limitations to business goals and optimizing return on investment (ROI) for completed deliverables.
- Delivered cost savings by negotiating favorable contracts with vendors, lowering material expenses without sacrificing quality.
- Ensured compliance with industry regulations through regular audits of systems, processes, and documentation efforts.
- Adhered to overall company business goals, meeting prescribed completion deadlines on [Number]% of projects.
- Established robust safety protocols to minimize accidents, resulting in a safer working environment for all employees.
- Championed innovation, encouraging new ideas from team members and fostering a culture of continuous improvement.
- Represented company within client industry organizations and at industry events.
- Took ownership of assigned department-wide projects, presenting regular updates to senior leadership on progress and status.
- Managed budgets effectively while ensuring resource allocation aligned with company goals and objectives.
Underground Construction Manager
Comcast Cable of Washington, D.C.
03.1999 - 04.2001
- Negotiate right-of-way access to privately owned property, coordinating with other public utilities and government agencies for access to install aerial/underground coaxial and fiber optic facilities
- Developed project plans for the installation of aerial and underground facilities, responsible for the updating, monitoring and reporting of progress
- Design routing plans for coaxial and fiber facilities and equipment (fiber optic cable, coaxial cable, power supplies, amplifiers and customer service taps)
- Perform field surveys, identifying the physical obstacles (obstructed underground conduit, current construction activities, aerial to underground transition areas) and made initial contact with private property owners identifying their concerns and needs to facilitate the projects forward movement
- Negotiated with and selected contractors and engineering firms to design and construct fiber optic/coaxial cable facilities
- Inspect aerial, confined space facilities and easements to identify potential placement locations for equipment
- As company liaison submitted required public work construction packages that included detailed construction/restoration plans along with designing and executing traffic control plans in accordance with each location to obtain construction permits
- Achievements: Negotiated conduit facility lease with Verizon for the lease of underground conduit facilities saving construction cost of 10 million dollars by identifying alternate conduit placement locations.
- Maintained professional, organized, and safe environment for employees and patrons.
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Improved safety procedures to create safe working conditions for workers.
Technical Operations Manager (Operations Supervisor, Service & Repair Supervisor)
District Cablevision of Washington, D.C.
01.1992 - 03.1999
- Direct daily engineering operations including installations, repairs, construction and warehouse activities
- Monitored and resolved customer complaints ensuring compliance with the cities Office of Cable Television
- Presented quarterly updates to City Council outlining compliance with city and federal guidelines
- Identified and established performance goals and guidelines for staff and contract employees
- Monitored completion of FCC required performance testing of facilities ensuring compliance
- Establish, execute and monitor annual Capital Budgets ensuring compliance with both Capital and Expense budgeted expenditures
- Negotiated purchase of equipment and materials to perform daily operations with external vendors
- Perform interviews and selected employees for hire
- Achievements: Developed a customer service complaint resolution ombudsman program decreasing complaint resolution times and effecting lasting resolution to problems that some times affected 10 or more customers not originally identified as having a service problem
- Increased the productivity of installers by 25%, while reducing the number of service related calls for new installs by 10%
- Installed VOIP system utilizing analog and digital technologies.
- Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
- Fostered a positive work environment by cultivating open lines of communication among team members.
- Contributed to business growth by participating in strategy development meetings with senior management.
- Championed process improvement initiatives that led to increased efficiency across technical operations teams.
- Optimized system performance through proactive monitoring and troubleshooting of technical issues.
- Oversaw daily operational activities within the technical department, including resource allocation, workload distribution, and priority setting.
- Mentored junior staff members, fostering a culture of continuous learning and professional development.
- Liaised with clients to address their concerns and ensure their satisfaction with the technical operations team''s performance.
- Ensured compliance with industry best practices and regulatory standards by conducting regular audits and assessments.
- Managed vendor relationships, negotiating contracts and ensuring timely delivery of products and services.
- Created comprehensive documentation for internal procedures, enhancing knowledge sharing among team members.
- Streamlined communication between cross-functional teams, leading to improved project delivery times.
- Developed and executed strategic plans for technical infrastructure upgrades, resulting in enhanced operational efficiency.
- Guided, coached and lead project teams, delegating tasks and evaluating performance and progression of project pace.
- Collaborated with leadership staff to determine appropriate budgets.
- Oversaw testing of equipment and components to check for defects.
Service repair Tech/Dispatcher/Customer Service Representative
TCI Cable of New Castle County
01.1989 - 01.1992
- Installed and repaired coaxial cable TV service, in private homes and businesses
- Assisted customer with billing and repair concerns over the phone and during on site repair or installation appointments
- Route and schedule work assignments for field staff and dispatched technicians to repair area service interruptions
- Climbed poles, ladders and structures as required
- Performed system repairs in customer homes and to the coaxial cable facilities as required
- Achievements: Consistently in the top two performers, with the highest completion, and lowest return service call rates
- Completed the most service calls during FY 1990.
Warehouse/Inventory Control Clerk
Cellular One
08.1988 - 01.1989
- Responsible for the purchase and inventory control of all cellular equipment
- Performed cycle counts, monthly and annual inventory of all cellular phones and related equipment
- Achievements: Organized the sale of overstock items, by instituting a nation wide sales campaign in trade journals and magazines producing over $150,000 dollars in revenue.
- Ensured compliance with company policies and regulatory requirements through diligent oversight of daily tasks.
- Increased organization within storage areas by implementing effective labeling systems and maintaining a clean work environment.
- Supported daily purchase orders, task orders, invoicing and billing details.
- Monitored inventory use and adjusted inventory control techniques.
- Maintained accurate records, ensuring timely updates and retrieval of documents when required.
- Worked with managers to plan and coordinate production tasks.
- Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
- Collaborated with cross-functional teams to align production plans with customer requirements.
- Devised and implemented efficient processes for production tracking and inventory control.
SGT/E-5
United States Army
01.1982 - 01.1988
- Directed, trained and supervised staff in material procurement and storage
- Managed the maintenance and repair of unit equipment and vehicles
- Repaired electrical facilities, street lighting, power lines and other facilities
- Achievements: Two Army achievement medals
- Army service award
- Battalion level inspector of field warehouse and vehicle maintenance facilities.
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend, and holiday shifts.
- Worked well in a team setting, providing support and guidance.
- Scheduled and undertook periodic maintenance on all electrical installations, components and equipment.
- Maintained and fixed lighting and fixtures.
- Inspected equipment every week to maintain working order.
- Coordinated with external contractors during major overhaul projects or specialized maintenance activities, ensuring alignment with organizational goals and regulatory requirements.
- Organized and directed maintenance shutdowns and startups.
- Led squad members in high-stress environments, demonstrating effective decision-making under pressure.
- Managed inventories of sensitive materials while adhering to strict security protocols.
- Enhanced team cohesion through regular communication and collaborative problem solving.
- Facilitated debriefing sessions following missions or exercises, identifying areas for improvement and implementing corrective actions as needed.
- Conducted regular performance evaluations, providing constructive feedback to support individual growth.
- Managed safe handling of firearms, chemical agents and ammunition.
Education
No Degree - Business Administration
Niagara University
Niagara Falls, NYAssociate of Arts - Liberal Arts And General Studies
Butler County Community College
El Dorado, KS05.1977
HS Diploma - College Prep
Camden High School
Camden, NJ06.1975
Skills
- Proficient with MS office software (Excel, Word, Access, Project Management, Power Point, Out Look and Visio)
- Able to utilize multiple approaches to leading and coaching employees
- Effective teacher capable of bringing employees up to operational speed in a timely and effective manner
- Utilizes logic and analysis to identify the strengths and weaknesses of individuals
- Highly effective at grasping new ideas and implementing new strategies
- Motivator and developer of people capable of leading a diverse group of individuals to achieve goals
- Excellent listener who effectively communicates well with all levels of management and staff
- Able to quickly identify obstacles and able to formulate solutions to overcome them
- Experienced handling Capital and Expense budgets
- Skilled negotiator with the ability to achieve the most cost effective deals creating a win-win solution for both sides
- Skilled in conflict resolution able to mediate individuals and groups with opposing points of view
- Excellent communicator uses verbal and written communications to achieve goals and objectives
- Trained project manager, completed the AMA project management and the Microsoft Project courses
- Takes constructive criticism well turning it into opportunity for growth and development as an individual and team member
Operations Management
Staff Leadership
Team Supervision
Timeline
Service and Tire Center Manager/Customer Service Representative
PEPBOYS Automotive
02.2005 - 02.2024
Crew Leader
Danella Construction
01.2004 - 01.2005
Volunteer assistant
American Christian School
01.2003 - 01.2005
Director of engineering
Urban CableWorks
08.2001 - 01.2003
Underground Construction Manager
Comcast Cable of Washington, D.C.
03.1999 - 04.2001
Technical Operations Manager (Operations Supervisor, Service & Repair Supervisor)
District Cablevision of Washington, D.C.
01.1992 - 03.1999
Service repair Tech/Dispatcher/Customer Service Representative
TCI Cable of New Castle County
01.1989 - 01.1992
Warehouse/Inventory Control Clerk
Cellular One
08.1988 - 01.1989
SGT/E-5
United States Army
01.1982 - 01.1988
No Degree - Business Administration
Niagara University
Associate of Arts - Liberal Arts And General Studies
Butler County Community College
HS Diploma - College Prep
Camden High School
Similar Profiles
Dawn TillinghastDawn Tillinghast
Service Writer at Pepboys AutomotiveService Writer at Pepboys Automotive
Victoria PerezVictoria Perez
General Manager at AutoPlus AutomotiveGeneral Manager at AutoPlus Automotive
Edwin SajchéEdwin Sajché
Assistant Manager at Pepboys Parts And AutoAssistant Manager at Pepboys Parts And Auto