Jocy Howes
About Jocy Howes
Jocy Howes is the Director of Service Operations at Asurion, with a notable history in customer service and operational management roles at N.E.W. Customer Service Companies, Inc and the National Automobile Dealers Association.
Company
Jocy Howes is currently working at Asurion as the Director of Service Operations. She has held this position since 2008. Asurion is known for providing insurance for smartphones, tablets, consumer electronics, appliances, and satellite receivers. In her role, she oversees various operational aspects of the company's service management.
Title
Jocy Howes holds the title of Director, Service Operations at Asurion. She has been in this role since 2008, demonstrating significant expertise in managing and leading service operations to drive efficiencies and enhance customer satisfaction.
Previous Roles at N.E.W. Customer Service Companies, Inc
Jocy Howes has extensive experience with N.E.W. Customer Service Companies, Inc. In her tenure there, she served in several key roles including: Director of Quality and Customer Satisfaction from 2004 to 2008, Sr. Project Manager, IT from 1999 to 2004, Project Manager of Operational Process Engineering from 1997 to 1999, Manager of Call Center Statistics / Telephony / Workforce Planning from 1995 to 1997, and Manager of Data Management Operational Systems from 1992 to 1995.
Role at National Automobile Dealers Association
From 1980 to 1988, Jocy Howes worked at the National Automobile Dealers Association as a Senior Industry Analyst. During her eight years in Tysons Corner, VA, she contributed valuable industry insights and analysis, supporting automotive dealers nationwide.
Education and Expertise
Jocy Howes studied at Indiana University Bloomington, where she completed her Bachelor's Degree in General Studies. This academic background has contributed to her ability to manage complex operations and lead large teams effectively.
Achievements in Service Operations
Throughout her career, Jocy Howes has led significant initiatives including a Service Management Organization and Project Management office spanning three facilities across the United States. She implemented a 'Command Center' system that monitors performance of service repairs for a network of 25,000 independent Service Centers. Additionally, she developed a Parts Procurement Marketplace Portal, connecting eight part vendors to optimize cost and availability. Her efforts have resulted in over $1.6 million in annual savings for her company over the past two years.