Cox Communications announced that Nelson Mower was recently appointed to the new position of vice president of customer contact management.
In his new role, Mower will report to Cox senior vice president of customer operations Kimberly Edmunds. Earlier this year, Edmunds was promoted from her role as general manager and senior vice president of Cox's Kansas/Arkansas system to her current role at Cox's headquarters in Atlanta.
"Nelson's extensive background in operations and finance will be an integral part in building a core competency to map the Cox customer experience," Edmunds said.
Mower will be responsible for developing customer immersion strategies, identifying cost process improvements and leading key development initiatives based on customer requirements. Cox said Mower would be partnering with key business units to identify opportunities to improve operational efficiencies.?
Mower has a varied background at Cox, including a stint at the Arkansas/Kansas system. He started his career at Cox as the vice president of finance for the Las Vegas system, where he was responsible for finance, IT, supply chain and residential construction.
After his stint in finance, Mower was named vice president of operations for Cox's Arkansas market, where he was responsible for local sales, customer service, field services and retail operations. When Cox merged its Kansas and Arkansas cable systems, Mower assumed the role of vice president of IT and process improvement.
His background in operational effectiveness and efficiency included workflow transformation and customer service standardization initiatives.
Cox said Mower's most recent experience as vice president of IT and continuous improvement for the Arkansas/Kansas and Oklahoma systems resulted in the optimization of the customer assurance plan, which significantly improved revenues from the program.
Other accomplishments by Mower include workflow enhancements and improved troubleshooting training, which reduced Cox's digital telephone service calls by 10 percent.
Before joining Cox, Mower was division controller for Prime Cable.