Keith Cox
About Keith Cox
Keith Cox is a Client Implementation Manager at Chase, where he has worked since 2018. He has extensive experience in customer service and project management, having held various roles at Chase since 2001.
Current Role as Client Implementation Manager
Keith Cox currently serves as a Client Implementation Manager at Chase, a position he has held since 2018. In this role, he is responsible for overseeing the implementation of client projects and ensuring that they meet the required standards. His experience in managing client relationships and project execution contributes to the successful delivery of services. He operates out of Tampa, Florida, where he applies his extensive background in customer service and project management to enhance client satisfaction.
Previous Experience at Chase
Keith Cox has a significant history with Chase, having worked in various roles since 2001. He began as a Help Desk Supervisor, where he managed support operations for four years. He then transitioned to the role of Implementation Project Manager from 2005 to 2010, followed by a five-year tenure as Manager of Project Management until 2015. During these positions, he developed skills in issue resolution and team leadership, which he later applied in his current role.
Education in Business Administration
Keith Cox studied at Rio Salado College, where he pursued an Associate of Arts and Sciences (AAS) degree in Business Administration and Management. His studies spanned from 2001 to 2003, providing him with foundational knowledge in business principles and management practices. This educational background supports his professional roles and responsibilities at Chase.
Achievements in Customer Service Management
During his time at Chase, Keith Cox implemented several initiatives that improved customer service outcomes. He created escalation forums that allowed leadership to prioritize critical issues, leading to increased customer satisfaction. Additionally, he reduced issue resolution times from over 30 days to less than 10 days by streamlining processes in collaboration with resolver teams. His efforts also included coaching front-line agents and developing training materials for new systems.
Impact on Operational Efficiency
Keith Cox has made significant contributions to operational efficiency at Chase. He reduced issue-related call volume by 15% through trend analysis and by advocating for permanent fixes with product owners. His development of standard operating procedures and training presentations for over 120 users on a new issue management program further demonstrates his commitment to improving processes and enhancing service delivery.