Learning & Development Leader Training Delivery, CX Strategy, & Team

Daniel Hickey

*********@*****.*** • 561-***-**** • Chesapeake, VA

SUMMARY

Learning & Development Leader specializing in Training Delivery, CX Strategy, & Team Performance, with 20+ years of leadership experience in customer training delivery, customer experience strategy, and technical support. Proven success in leading high-performing teams, optimizing training programs, and driving operational excellence. Adept at cross functional collaboration, data analysis, and process improvement to enhance employee engagement and customer satisfaction. Extensive experience in CX platforms, Medalia, Intradiem, NPS.

EXPERIENCE

Cox Communications, Department Manager – Residential Sales Training Delivery

Apr 2017 – December 2025

Lead and developed a team of Professional Educators across virtual and instructor-led formats.

Oversaw sales delivery and leadership development for Contact Center, Direct, Retail, and vendor sales channels

Collaborate with Sales Strategy, Curriculum Design, and Onboarding teams to align training initiatives with business goals.

Worked in LMS applications, Workday, Learn, Training Orchestra, and WFM

Utilization of WFM, learning technology management systems (LMS) to manage scheduling and reporting of all department resources

Partnered with marketing teams for Go to Market (GTM) strategies and organizational rollout/employee upskill

Cox Communications, Departnment Manager – Tier 1 Technical Services Contact Center

Mar 2015 - Apr 2017

Managed Tier 1 Technical Support Supervisors, driving performance and consistency across call centers.

Led initiatives to improve productivity, reduce transactions, and enhance customer experience.

Promoted NPS VOC scores through Customer Listening Engine.

Championed desktop tools usage to promote primary and ancillary sales performance

Cox Communications, Customer Experience Team Supervisor

Jan 2004 - Feb 2015

Led Executive Resolution and Closed Loop Feedback teams with top Time to Act metrics.

Worked extensively in Medalia to identify VOC trends and report out to business.

Developed and presented CX and NPS reporting trends to multiple departmental stakeholders

Developed and coached high-performing teams of Resolution Specialists and Performance Coaches. Spearheaded Six Sigma Green Belt project reducing disconnect/downgrade error rate from 24% to <1%

MBNA America Bank NA – Boca Raton, FL, Section Manager, Customer Satisfaction

Oct 1998 - Aug 2003

Managed inbound Customer Satisfaction Specialists focused on exceeding performance and service goals.

Facilitated New Hire classes through classroom and on job training

EDUCATION

University of Rhode Island

Bachelor of Science • Resource Development

Skills & CERTIFICATIONS

Six Sigma Green Belt Cox Communications • Issued Mar 2014

Microsoft Office Suite • Workday • PeopleSoft • Oracle Discover • LMS Systems • Medalia • ICOMS/GUI • CMS • Training Orchestra • Panopto •

Daniel Hickey - page 1 of 1

Contact this candidate