Stacey Aubin

About Stacey Aubin

With 28 years of experience at Cox Communications across Operations and Customer Service, I’ve built a career grounded in integrity, employee development, and a relentless commitment to customer satisfaction. I take pride in cultivating meaningful relationships that drive trust, collaboration, and long-term success. My deep expertise in Comm Center Operations, process optimization, and cross-functional partnership has enabled me to consistently lead teams to exceed performance goals while upholding the highest standards of quality and accountability.As a decisive and adaptable leader, I emphasize clear communication, reliability, and a thoughtful, forward‑looking approach to organizational change. I am dedicated to continuous improvement and to fostering a culture where character, accountability, and professional growth are not only expected but lived every day.

Experience

1. Northeast Customer Experience Operations Supervisor, Comm Center

   Cox Communications

   Feb 2016 — Present

   As a Supervisor, I lead initiatives that improve efficiency, elevate customer experience, and strengthen enterprise level Comm Center performance. I focus on employee development, process optimization, and digital support innovation, partnering across teams to ensure consistent, high quality service.Key Responsibilities• Lead team performance in work order processing with a focus on accuracy and operational standards.• Coach agents on Comm Center expectations, policies, and procedures to improve quality.• Deliver training for new hires and tenured employees to support growth and readiness.• Develop and implement standardized workflows for enterprise Comm Center operations.• Build strong cross functional partnerships to enhance alignment and customer satisfaction.• Drive initiatives that enhance operational efficiency and resolve Comm Center issues.Key Accomplishments• Currently driving Digital Assist strategy to (80% DA / 20% phone blend) and launched weekend DA only operations.• Partnered in universal agent cross training, enabling enterprise wide Residential and Cox Business coverage.• Supported Intradiem automation to enhance Knowledge Boost training and real time productivity.• Led the pilot transition of Digital Assist from Khoros to the Google platform, improving scalability.• Led the Integrated Customer Experience (ICE) initiative to streamline customer interactions.• Delivered Knowledge Management support including process improvements, Intradiem operations, and analytics.• Developed New hire curriculum for Learning & Workforce, strengthening onboarding for agents and Seniors.• Conducted Knowledge Management System (KEY) research to improve use and support future enterprise education strategies.

Education

• Toll Gate High School & Warwick Area Career and Technical Center

  High School, Fashion Merchandising

  1986 — 1988