Tommy Thompson Email & Phone Number

Los Angeles, California, US

In the most recent job role, I manage site operations, financials, and account performance, focusing on boosting operational efficiency and profitability. I oversee multiple client accounts, varying in scale and complexity, ensuring customized service delivery and high client satisfaction. I champion a culture of teamwork across departments, driving.

Morrow, Georgia, US

• During this tenure, I directed all day-to-day business operations within Chime Solutions call centers to guarantee seamless operational flow and superior service delivery. I also managed client relationships and drove.
• Developed and executed strategic business unit (SBU) strategy to improved communication and teamwork, while aligning efforts with client objectives and enhancing operational success.
• Spearheaded leading US-based BPO service provider to deliver high-touch contact center solutions and optimize service delivery for major clients in healthcare, telecommunications, and technology sectors.
• Onboarded nine new accounts in 2022, generating an additional $12M in revenue and expanding market presence.

Mary Esther, FL, US

• I oversaw strategic operations and performance across IT, Reporting/Business Intelligence, and Inventory Management to optimize global call center operations. My role involved enhancing efficiency and effectiveness.
• Served as an industry-leading provider of telecommunications management and BPO services, while managing over $100M in operations globally and catering to diverse client base, including large corporations, SMEs, and.
• Conceptualized and launched innovative data warehouse and business intelligence tools, leading to new client-level dashboards and customized reporting capabilities, while achieving reduction in support staff.
• Streamlined performance metrics across all operations teams, while fostering financial responsibility and achieving 15%+ reduction in cost per sale.
• Generated $1.2M in revenue in first year by successfully managing and expanding client relationships and initiating new sales division.
• Led cross-functional project to enhance operational systems, including developing mobile order entry application that reduced call center average handling time (AHT) by approximately 40%.

Mary Esther, FL, US

• I developed a business strategy that streamlined operations across both legacy and newly acquired call center divisions, optimizing account profitability through process enhancements, KPI redefinition, and reporting.
• Increased agent utilization by over 20% through implementation of new organizational structure and integration of Pipkins workforce management (WFM) software across various locations.
• Led project to integrate streamlined Interactive Voice Response (IVR) systems into Customer Service and Sales Support Departments to boost customer satisfaction and resolve call reporting discrepancies.
• Proposed new campaign management strategy for outsourced call center division and enabled executive team to identify underperforming accounts and reallocate resources to maximize profit.

Southern Pines, NC, US

• I managed all facets of operations, encompassing P&L accountability, budgeting, and continuous improvement initiatives. My role focused on optimizing processes, enhancing client and vendor relations, and overseeing.
• Drove effective sales and marketing channels as $60M+ multi-channel direct response company to enhance customer acquisition for prominent consumer brands, including DIRECTV, ADT, and AT&T.
• Oversaw strategic and tactical planning for $50M home services division to meet short- and long-term B2B/B2C sales objectives across satellite TV, broadband internet, and home security products.
• Maximized conversion rates and streamlined competitive cross-sell strategies, while driving annual sales revenue from $27M to $50M.
• Reduced operating expenses by over 15% by boosting operational efficiency through staff reallocation, compensation plan redesign, and new technology deployment.
• Generated an additional $500K in annual revenue by launching division's first successful outbound calling programs.

Southern Pines, NC, US

• In this role, I managed all customer acquisition, satisfaction, and retention activities within large outsource call center, resulting in improved customer relations for DIRECTV account. Additionally, I analyzed data.
• Boosted close rate for mentioned client by 45% by upgrading scripts and enhancing training and skill development processes.
• Enhanced team morale and decreased employee attrition by 40% through implementation of robust employee recognition and retention programs.
• Successfully launched additional operational capacity by leading an expansion project for second call center and overseeing site selection, lease negotiations, space planning, technology deployment, and staff.

Atlanta, Georgia, US