Lawrence Cox

Branch Chief, Public Experience Contact Center Operations @Technology Transformation Services Tts

Washington, DC, US

As Branch Chief of Contact Center Operations within GSA’s Technology Transformation Services (TTS), I lead the strategic direction and modernization of the USAGov Contact Center, the federal government’s primary public-facing channel connecting millions of citizens each year with critical information on programs and services.I oversee a $175M multi-agency contact center portfolio, driving initiatives that enhance accessibility, efficiency, and customer satisfaction across multiple service lines. I also manage shared-service partnerships with other agencies under a cost-reimbursement model, expanding operational capacity and fostering collaboration across government.I provide executive leadership for enterprise projects aligned with the federal customer experience (CX) mandate, ensuring that every engagement reflects citizen needs and agency priorities. I partner with internal teams, technology vendors, and stakeholders to design innovative solutions that strengthen performance, streamline workflows, and advance digital transformation.Key highlights include:• Developing and executing strategic plans, KPIs, and performance frameworks that elevate service quality and mission alignment.• Implementing new technologies and process enhancements that reduce cost per interaction and improve customer satisfaction by over 20%.• Leading data-driven initiatives to analyze service trends and inform long-term planning and continuous improvement.• Served as Contracting Officer’s Representative (COR), managing procurement actions, developing Statements of Work (SOWs), and overseeing vendor performance and compliance.• Championing a shared-service model that enables agencies to leverage centralized infrastructure for scalability and cost savings.• Strong leadership and management skills, as well as excellent communication and interpersonal skills.• Strong organizational and time management skills.

Capella University

Master of Science - MS, Human Resource Management

American InterContinental University

Bachelor of Business Administration (B.B.A.), Management

American InterContinental University

Associate of Arts in Business Administration (A.A.B.A), Business Administration and Management, General