Taylor Cox
Columbus
Summary
Results-driven Executive Relations Senior Analyst with expertise in high-stakes negotiation, conflict resolution, and executive communication. Proven ability to manage high-priority escalations and drive process improvements to enhance operational efficiency.
Overview
9
9
years of professional experience
Work History
Executive Relations Senior Analyst
Verizon Wireless
Columbus, OH
10.2020 - Current
- Manage end-to-end portfolio of high-priority executive escalations, including cases elevated to the CEO and Board of Directors
- Draft and submit official regulatory responses for complaints filed with the BBB, FCC, and State Attorney General offices
- Conduct in-depth root cause analysis using systems such as ACSS, NetX, and Vision to resolve billing discrepancies, promotion denials, and technical issues
- Author executive-level correspondence translating complex resolutions into clear, empathetic communication
- Collaborate cross-functionally with Legal, Finance, and Network Engineering to negotiate strategic, non-standard resolutions
- Identify recurring customer pain points and provide insights to senior leadership to drive policy and process improvements
- Led cross-functional teams to implement strategic initiatives, enhancing operational efficiency across departments.
- Developed and executed training programs for staff, improving product knowledge and customer service skills.
NEE Coordinator
Verizon Wireless
Columbus, OH
02.2020 - 10.2022
- Supervised daily functions of support coaches, focusing on optimizing onboarding experiences for new hires.
- Designed and implemented training initiatives and development programs aimed at boosting employee performance.
- Implemented coaching sessions focused on addressing knowledge deficiencies and sustaining high-quality performance and productivity levels.
- Coordinated cross-functional teams to streamline project workflows and enhance communication efficiency.
- Developed training materials and conducted sessions to onboard new staff effectively.
NEE Support Coach
Verizon Wireless
Columbus, OH
11.2019 - 01.2020
- Implemented hands-on support and immediate coaching for new employees, focusing on improving training effectiveness and onboarding success.
- Designed and facilitated training sessions focused on critical technical skills and customer service best practices to optimize representative effectiveness and elevate performance standards.
- Provided guidance to customers on product features and services.
- Developed individualized action plans to enhance customer satisfaction.
HBA Coordinator / Customer Relations Team
Verizon Wireless
Columbus, OH
06.2017 - 11.2019
- Facilitated resolution of complex billing issues during high-volume escalated calls, contributing to improved customer satisfaction and retention rates.
- Investigated customer issues and built rapport to deliver exceptional service outcomes.
- Drove customer negotiations to pinpoint and implement effective resolutions that achieve common objectives.
- Developed process documentation to improve onboarding and training for new staff.
- Coordinated project timelines and deliverables to enhance team collaboration and efficiency.
Customer Care Pro / Customer Specialist
Verizon Wireless
Columbus, OH
01.2017 - 06.2017
- Facilitated resolution of inbound retention requests to minimize churn and strengthen customer relationships.
- Facilitated resolution of technical inquiries by leveraging subject matter expertise and maintaining open communication channels.
- Optimized first call resolution (FCR) to minimize unnecessary call transfers and improve customer experience.
- Provided exceptional customer support through effective issue resolution and product knowledge.
- Collaborated with cross-functional teams to enhance customer experience and streamline processes.
Education
No Degree -
The Ohio State University
Columbus, OHHigh School Diploma -
Westerville South High School
Westerville, OH05-2015
Skills
- Customer relations
- Team leadership
Systems & Tools:
ACSS NetX Vision Slack Workflow Google Workspace Microsoft Excel (VLOOKUPs, data tracking)
Analytical Expertise:
Billing Reconciliation Promotion & Rebate Auditing Regulatory Response Drafting Root Cause Analysis
Professional Skills:
Executive Communication High-Stakes Negotiation Conflict Resolution De-escalation Confidentiality & Discretion
- Quality management
- Problem resolution
- Administrative skills
- Research and analysis
- Customer retention
Timeline
Executive Relations Senior Analyst
Verizon Wireless
10.2020 - Current
NEE Coordinator
Verizon Wireless
02.2020 - 10.2022
NEE Support Coach
Verizon Wireless
11.2019 - 01.2020
HBA Coordinator / Customer Relations Team
Verizon Wireless
06.2017 - 11.2019
Customer Care Pro / Customer Specialist
Verizon Wireless
01.2017 - 06.2017
No Degree -
The Ohio State University
High School Diploma -
Westerville South High School