Eric Thompson Email & Phone Number

Omaha, Ne

8/2016-Present - Workforce Management SupervisorResponsible for oversight of workforce management team to ensure the right staff, in the right role, at the right time to meet key performance indicators, maintain service levels, and customer contract compliance. Extensive analysis of contact data to forecast future staffing requirements, design and implementation of staff schedules, coordination with Recruiting to comply with staffing targets, and Training to ensure agents have right knowledge. Oversight of development and build of workforce tools, gaining insight and efficiencies to improve performance measures throughout Operations.5/2017-4/2018 - Served on implementation team through two separate telephony changes, providing operational impacts and core requirements during build process, assisted with agent education during go-live process, and acted as point of contact for troubleshooting and knowledge resource.8/2016 - Established workforce management team in a contact center environment where no such process was being utilized.1/2013-8/2016 - Operations SupervisorResponsible for the direct management and mentoring of patient transfer coordinators in the communication, coordination, and facilitation of patient transfers from outlying medical facilities to larger tertiary facilities for additional services or specialized care. Responsible for maintaining optimal customer service levels and resolution of complex issues. Development and implementation of custom protocols and customer follow-up for process improvements.9/2012-1/2013 - Lead Patient Transfer Coordinator11/2010-9/2012 - Patient Transfer Coordinator / Customer Service Agent

Oversight and management of the Alumni and Volunteers Chapter, its holdings and membership. Oversight and mentorship of the Undergraduate Chapter of Sigma Phi Epsilon at the University of Nebraska-Omaha.

Responsible for strategic planning, management, maintenance, and closure of indemnity claims, including cost management, determination of coverage and compensability, and calculation and provision of benefits.Served as the primary claims contact for agencies of the Department of Health and Human Services for the State of Nebraska, as an advocate to the injured worker, and as the central contact for coordination of medical care.

Responsible for strategic planning, management, maintenance, and closure of indemnity claims, including cost management, determination of coverage and compensability, calculation and provision of benefits, and development and facilitation of training materials.• Promoted through five (5) positions from Claims Unit Assistant to Claims Team Lead, July 2002-September 2004. First employee promoted to a claims supervisory role without prior insurance industry experience. Supervised, trained, and mentored 3 of the 6 claims adjusters promoted to supervisory positions, between June 2005 and August 2009.• Developed, implemented, and facilitated training for the calculation and provision of benefits for the California jurisdiction, and served as the primary instructor.• Led ad hoc committee for the review and revision of all out-going correspondence to ensure uniformity, message, and compliance in accordance with California State Statutes.• Handled multiple jurisdictions; California, New York, New Jersey, and Pennsylvania.• Assisted in creation of new payroll team and training of new Junior Payroll Clerks, June 2002.

Bsba, Management

Activities and Societies: Sigma Phi Epsilon Fraternity, Interfraternity Council, Student Government, Order of Omega

Education record