Director of Call Center Operations @ Avanti Destinations
Director of Call Center Operations @ iQor
Director, Call Center Sales and Service Operations @ IHG - InterContinental Hotels Group
Professional, results-driven Contact Center Leader with over 17 years of International and Domestic multi-site management experience in Travel, Hospitality, & Outsourcing Contact Centers. Expert working knowledge of Contact Center Operations, including workforce management, forecasting, telephony call routing, real time adherence, and analytics. A Leader in sales & service training, coaching, mentoring, and Team Building Development. Strong financial
Professional, results-driven Contact Center Leader with over 17 years of International and Domestic multi-site management experience in Travel, Hospitality, & Outsourcing Contact Centers. Expert working knowledge of Contact Center Operations, including workforce management, forecasting, telephony call routing, real time adherence, and analytics. A Leader in sales & service training, coaching, mentoring, and Team Building Development. Strong financial experience with the development and management of multi-million dollar P&L's and budgets. A Client Relationship Manager of many Fortune 500 clients. Project Manager and Contact Center Consultant with several years of start up experience building contact centers in Europe, Middle East, and the U.S.
Director of International Contact Center Operations in EMEA & Asia-Pacific with over 900 employees.
Achieved the rank of Major in the Engineer Branch of the Georgia Army National Guard serving 20 distinguished years. Assignments included Commander and Operations Officer for missions in the Middle East Area of Operations, Continental United States, and the former Soviet Union Republic of Georgia. Awarded several medals and decorations, including receiving the United States Army Commendation Medal twice for outstanding military duty.
Specialties: Call Center Operations, Call Center Analytics, Team Building, Leadership Development, Sales & Service Coaching, Mentoring, Workforce Management, Recruiting, Training, Retention, Call Quality Monitoring, Process Development, Strategic Planning, Budget Planning, Multi-Tasking, and Communications.
Director, Call Center Sales and Service Operations @ Director of Call Center Site Operations with over 700 Reservations Sales Specialists, Customer Care Representatives, and Support Staff for IHG's largest US call center site. Site Director of Operations managing several millions of annual inbound calls with Sales Specialists booking hotel reservations and Care Representatives handling customer service guest relations calls for IHG's International and US Hotels. Responsible for the development and management of the call center site multi million dollar annual Budget and P&L. From September 2014 to Present (1 year 4 months) Charleston, South Carolina AreaDirector of Call Transfer - Inbound Call Center Sales Operations @ Director of Call Center Inbound Sales Operations for Hilton Grand Vacation's largest growing division. Operations Director managing all Call Transfer and Web Promotions Sales Operations. Manages over 250 agents and staff handling sales calls transferred from Hilton's reservations centers and Marketing partners with agents selling vacation packages to Hilton Grand Vacations worldwide resorts. Responsible for a multi million dollar P&L, budget development, and financial management for the Call Transfer division. From March 2013 to August 2014 (1 year 6 months) Orlando, Florida AreaSite Director of Operations @ Director of Operations for over 500 agents & staff handling inbound Customer Service, Billing, Back Office, and Sales calls for my clients USAA and DirecTV. Client Relationship Manager for my clients managing all Statement of Works, Service Level Agreements, and contracts of my clients. Responsible for all Financial goals for Revenue and Gross Profit Margin, and all KPI’s for my clients, the company, and my site. Managed Employee Relations for my 500+ staff concerning attrition management, employee engagement, and employee satisfaction. From 2012 to 2013 (1 year) Operations Director, Expedia/Hotels.com @ Director of Operations for 900 agents & staff handling U.S. inbound sales and service calls. Managed 3 Lines of Business for my clients, Expedia.com Sales, Hotels.com Sales & Service. Senior Leader of my 900 person call center with overall responsibility to exceed all client KPI’s and company Financial Goals for my 3 Lines of Business and call center site. Financial Manager ensuring that all budgets and P&L’s for my LOB’s met Financial goals. Client Relationship Manager ensuring all SOW metrics and SLA’s were met each month From July 2010 to October 2011 (1 year 4 months) Site Director @ Senior Sales and Service Leader in the call center site managing all aspects of the daily operations of a 500+ agent call center with multiple outsourcing campaigns including DirecTV, Blue Cross Blue Shield, and Vonage. Managed the Client Relationship, Contract Statement of Work, and SLA’s for my clients. Financial manager for all Budget and Revenue goals, including a $20 million annual P&L as a Profit Center for my site. From 2009 to 2010 (1 year) Lubbock, Texas AreaDirector - Service Delivery @ Managed the overall daily operations of a 150 employee and management staff Contact Center for the Business Travel Division of American Express, including the VIP desk for AMEX Business Travel. Oversaw the center’s Business To Business client relationships of over 280 accounts. Financial manager for the center’s $7 million annual P & L and General Ledger. From 2007 to 2009 (2 years) Albuquerque, New Mexico AreaSenior Contact Center Manager @ Managed 9 Supervisors and 300+ Sales, Service, and Technical Support phone agents supporting the Travelocity.com website in a Business To Consumer environment. On line Support Manager of the American Express Travel website powered by Travelocity including the management of 70+ phone support agents and 3 supervisors From 2005 to 2007 (2 years) San Antonio, Texas AreaManager of International Call Center Operations @ Senior Leader of the Reservations Operational Management of the International Contact Centers with 900+ reservations agents speaking in 15 languages located in Glasgow, London, Tallinn, Stockholm, Cairo, Dubai, Singapore, Tokyo, and Sydney. Managed the P & L and budget planning of the International Operations department. Resource Planning Manager overseeing all staffing requirements for the reservations agents and supervisors in the 9 contact centers across the International network.
Other positions held in the company:
Reservations Sales Manager
Trainer From 1998 to 2005 (7 years)
Bachelor of Science, Communications Arts @ Georgia Southern University Mike Thompson is skilled in: Call Center, Workforce Management, Recruiting, Team Building, Strategic Planning, Customer Retention, Training, Leadership Development, BPO, Process Simulation, Outsourcing, Operations Management, Performance Management, Customer Experience, Customer Satisfaction
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