Gregory Thompson Email & Phone Number

Atlanta, Ga, Us

Atlanta Metropolitan Area

•Streamlined Operations for Two International Call Centers (100+ Employees)•Implemented Improvements: Identified and executed strategies to better meet customer needs and enhance service quality.•Ensured Compliance: Maintained adherence to safety standards and industry regulations across all operations.•Operational Research & Analysis: Conducted research and cost-benefit analysis to optimize call center performance.•Gap Identification & Resolution: Reviewed quality assurance reports, documented customer complaints, and developed strategic resolutions, including corrective actions and follow-ups.•Quality Assurance Reviews: Generated regular weekly, monthly, and ad-hoc quality assurance reports.•Training & Development: Equipped complaint handling staff with necessary skills and knowledge for effective resolution.•Legal Coordination: Worked with legal advisors to manage complaints with potential legal implications.•Risk Management: Ensured compliance with regulatory requirements to minimize organizational risks.

Greater Atlanta Area

•Customized Reporting Templates: Designed and implemented reporting templates for middle management to effectively present performance metrics and key indicators at leadership meetings.•Data Integration: Used advanced Excel and Power BI techniques to integrate data from diverse sources, creating a unified and actionable source of truth.•Trend Analysis: Analyzed company growth trends and escalated critical findings to leadership for informed decision-making.•Mentorship: Mentored junior team members in custom reporting tasks, providing guidance during peak periods.•Resource Management: Efficiently managed resources and assigned tasks to meet project deadlines and objectives.•Client Reporting: Delivered weekly status reports to key client stakeholders, detailing upcoming deliverables, subscription usage, and historical trends.

Greater Atlanta Area

•Administrative Support: Accounted for all administrative tasks supporting the company’s initiatives in sales, marketing, and event planning efforts.•Targeted Communication: Segmented recipient groups using custom system IDs and created targeted mail merges to effectively communicate with the intended audience.•Program Customization: Amended program arrangements to satisfy business requirements and consider customized customer specifications.

Greater Atlanta Area

•Data Management: Prioritized and managed data entry tasks to ensure timely and accurate data processing in Excel.•Data Integrity: Ensured data integrity during transfers across multiple platforms and applications.•Meeting Documentation: Documented detailed meeting minutes and disseminated them across teams within strict deadlines.•Project Tracking: Tracked action items and key decisions, facilitating effective project management.•Leadership: Led cross-functional project teams, setting clear expectations and implementation plans to achieve project goals.•Outcome Monitoring: Monitored project outcomes against business objectives and recommended adjustments to meet evolving needs.