BYRON FLOYD
Alpharetta
Summary
Dynamic senior operations leader with a proven track record enhancing efficiency and effectiveness across diverse teams. Committed to driving customer satisfaction and operational success through strategic planning, team empowerment, and effective communication. Adept at fostering collaboration and developing partnerships that align with organizational objectives.
Overview
33
33
years of professional experience
Work History
Assistant Vice President, Technical Support
COX COMMUNICATIONS
Atlanta
11.2023 - Current
- Leading largest Contact Center organization at Cox, supporting Residential and Business customers
- Surpassed financial targets through effective management of cost to serve and transaction reduction initiatives
- $1M in OPEX saved by upskilling existing staff to handle chat transactions
- Successfully implemented Service 2 Sales and Mobile Lead Generation
- Elevated customer sentiment scores from 41 to 47 and 54 to 57 in 2025
- Enhanced employee satisfaction and morale by implementing feedback-driven changes to policies and procedures
Assistant Vice President, Strategy and Process, Customer Care
COX COMMUNICATIONS
Atlanta
01.2019 - 01.2023
- Leading Customer Care Residential and Business strategy for enterprise Technical Support process and agent enablement through desktop tools.
- Directly contributed to Care’s 2021 success: expenses $22M favorable to $248M plan, reduced truck rolls written by 114k YOY, saving $7M in Field expense
- Increased IVR authentication by 14% in one quarter, enhancing customer experience and enabling greater self-service.
- Delivered segmented support for CB customers through differentiated call routing to optimize handling expenses.
- Implemented communication strategies for outage and service disruptions to enhance residential customer awareness.
Senior Director, Strategy and Process, Customer Care
COX COMMUNICATIONS
Atlanta
01.2017 - 01.2019
- Developed and executed Care strategy for Cox Business Technical Support processes, enhancing service delivery.
- Simplified agent onboarding and upskilling through tool enablement
- Reduced credits by $4.5M YOY by implementing credit recommendations/automation
Director, Strategy and Process, Customer Care
COX COMMUNICATIONS
Atlanta
01.2014 - 01.2017
- Delivered strategy and direction to call centers to optimize call handling and enable an improved, consistent customer experience
- Increased agent productivity 15% in two-year period
- Developed and deployed desktop tools to enhance agent capabilities in resolving customer issues
- Standardized and virtualized call routing and handling processes for enterprise Tier II organization, consolidating call center locations from eleven to five
Director, Customer Care Technical Support, California Region
COX COMMUNICATIONS
01.2011 - 01.2014
- Managed Tier II technical support operations for Cox’s California customers, overseeing teams in California and Omaha, NE
- Delivered an optimal customer experience by ensuring an effective operation with a focus on call quality, leading the enterprise in Net Promoter Scores
- Enhanced agent efficiency by 12% through streamlined processes
- Identified and implemented transaction reduction opportunities, resulting in 15% reduction in call-in rate over two years
- Led enterprise work streams to transform Tier II support operations for advanced video and telephone back office across the organization
Director, Field Operations, Orange County Market
COX COMMUNICATIONS
Orange County
01.2006 - 01.2011
- Managed $23MM budget for field service and dispatch in customer operations to ensure effective resource allocation.
- Integrated routing systems for Santa Barbara and Palos Verdes, optimizing dispatch operations and reducing call volume through automated contract workforce tools without increasing headcount.
- Led cross-functional teams to develop strategic initiatives for service improvement.
- Oversaw budget management and allocation for various operational projects.
- Collaborated with stakeholders to align business objectives with technology solutions.
Manager, Field Services
COX COMMUNICATIONS
01.2000 - 01.2005
- Achieved $1.1M annual labor savings through 'Switch Only' installations for telephone services
- Achieved 5% efficiency gains in Field Service labor via process improvement and GPS data
- Renegotiated CHSI install costs, resulting in $700k reduction in contract labor
- Integrated Palos Verdes system into Orange County operations, implementing new compensation plan, shifts, and Work Force Automation for two-hour time frames
Field Service Supervisor
COX COMMUNICATIONS
01.1997 - 01.2000
Field Service Coordinator
COX COMMUNICATIONS
01.1996 - 01.1997
Field Service Representative
COX COMMUNICATIONS
01.1994 - 01.1996
Customer Service Representative
COX COMMUNICATIONS
01.1993 - 01.1994
Education
SCTE-ISBE Tuck Executive Leadership Program -
05-2018
MBA -
Georgia State University, J. Mack College of Business
01-2018
Skills
- Process optimization
- Change leadership
- Team effectiveness
- Vision communication
- Business partnership development
- Commitment building
- Personal integrity
- Strategic planning
Timeline
Assistant Vice President, Technical Support
COX COMMUNICATIONS
11.2023 - Current
Assistant Vice President, Strategy and Process, Customer Care
COX COMMUNICATIONS
01.2019 - 01.2023
Senior Director, Strategy and Process, Customer Care
COX COMMUNICATIONS
01.2017 - 01.2019
Director, Strategy and Process, Customer Care
COX COMMUNICATIONS
01.2014 - 01.2017
Director, Customer Care Technical Support, California Region
COX COMMUNICATIONS
01.2011 - 01.2014
Director, Field Operations, Orange County Market
COX COMMUNICATIONS
01.2006 - 01.2011
Manager, Field Services
COX COMMUNICATIONS
01.2000 - 01.2005
Field Service Supervisor
COX COMMUNICATIONS
01.1997 - 01.2000
Field Service Coordinator
COX COMMUNICATIONS
01.1996 - 01.1997
Field Service Representative
COX COMMUNICATIONS
01.1994 - 01.1996
Customer Service Representative
COX COMMUNICATIONS
01.1993 - 01.1994
SCTE-ISBE Tuck Executive Leadership Program -
MBA -
Georgia State University, J. Mack College of Business