Andy Thompson Email & Phone Number

Austin, Tx, Us

Austin, Tx

• Responsible for Executive insights, reporting and analytics, and data governance for HR Technology. We support Meta’s People Service Delivery, Contingent Workforce, Compliance, L&D, Content and technology teams. • Lead 3 strategic functions across Insights, Global analytics and Data governance. This includes a global team of data analytics, visualization experts, and governance analysts.• Drive business strategy for data driven insights through advanced customer analytics across multiple internal and external tools. • Identified 10M in cost savings and in partnership with Engineering/HR tech/People services implemented omni-channel and knowledge solutions to prevent 50K employee inquiries (56% deflection rate) and reduce agents needed by 99 headcount. • Lead XFN team across the People@ department to design and deliver Scaled service delivery metrics for executive product reviews• Leveraged data to solve $25M budget and staffing issue which allowed People Services delivery teams to build a scaled shared service model

• Lead a team global team of 9 data analysts and visualization experts • Analyzed data in existing systems to identify quality and completeness issues and aid with cleanup.• Uncovered valuable insights through data analysis to provide recommendations and guidance to businesses.• Offered data-driven recommendations to business partners based on product or customer behavior analysis.• Prepared and delivered visualizations and presentations that translated analytic insights into tangible and actionable solutions for business partners to implement.

• Defined roadmaps and managed products through lifecycles to deliver favorable results around Salesforce and multiple custom built internal tools. • Translated customer requirements into workable features and collaborated with development teams to scope, design and launch new features.• Informed product roadmap by incorporating information from employee research and trends. • Aligned and executed product vision in close collaboration with executives, business teams, and technology teams. • Leveraged product APIs and internal assets to create compelling and repeatable solutions• Gathered requirements and built scopes based on information from customers, subject matter experts and internal stakeholders.

• Drove vision for T1/T2 employee experience• Built a network to scale services employee services through vendors and tools to match Facebook's growth needs• Implemented and manage vendors to provide employees services across our organization (Grocery Delivery, Dining Reservations, Floral Services, Personal Services, Pet Sitting/Walking, House Cleaning, Home Improvement / Handy Man, Basic Attractions, Accommodations, Travel Reservations, Event Planning with multiple complexities, Recreation/Vacation Planning, Passport Photos)• Managed onsite team and multiple Vendors to deliver an exceptional employee experience• Built and implemented backend CRM system for 160 employees (Captive + Vendor) including content management, channel & rule allocation, process/procedures, and satisfaction measurement (CSAT/NPS)

Los Gatos, Ca, Us

• Report directly to the Vice President of Customer Support operations• Build and lead centralized technical support and test center in support of our domestic and international Customer Service operations ( 10 sites with 1300+ agents )• Drove vision for global center to deliver all new market launches, continual tool innovation through CRM, and relentless drive for operational excellence• Managed all aspects of Tier 2 call escalations, systems outage management, research support, and support for watch instantly product development, while funneling both customer and network insights through Tier 3, Communications, and our Knowledge base teams • Oversee global center for phone, chat, and social support and testing• Mentor and develop Operations Managers to become proficient within organizational structure and progress as future leaders• Build and maintain strong relationships with Global CS management team ( FP&A, Communications, WFM, HR, Domestic and International VM's) with an eye towards unparalleled service and support across our global network• Interface with greater Netflix organization (product, marketing, content, PR) to address real-time and long-term opportunities identified via customer feedback• Interface with technical and non-technical teams to address real-time and long-term product issues

Cupertino, California, Us

• Manages all store operations, such as new product releases, planning for product launches, and HR practices. • Responsible for people development, customer satisfaction data analysis, new management on-boarding and training, and driving sales for a $45 million dollar business per year. • Leads and inspires employees to continuously develop their knowledge of Apple products to deliver an unparalleled customer experience. • Creates and maintains schedules for 150 people to assure proper store coverage using store metrics to maximize profitability while ensuring compliance with state labor laws. • Currently as a Scheduling Market Mentor for the Peninsula Market for the past 4 Months. These duties include communicating across multiple platforms while balancing multiple competing priorities as well as helping guide the market to ensure we are being most effective with our payroll guidance to staff the right people in the right place at the right time.

• Ensures store profitability by seeking opportunities to increase sales through providing exceptional customer service.• Communicates, trains and develops partners to demonstrate exceptionally high levels of customer service while encouraging growth and employee development.• Demonstrates integrity, sustainability and highly analytical thinking, uncertainty and ambiguity ensuring that company policies and procedures are consistently met and exceeded.

Bachelor Of Business Administration (Bba), Business Administration, Management And Operations

Education record