Cameron Thompson
Saint Cloud,FL
Summary
Accomplished professional with extensive background supporting daily operations and driving performance improvements across high-volume departments. Noted experience providing leadership and direction for top-performing workforces to ensure the attainment of operational goals. Demonstrated expertise in coordinating and delivering projects that align with business and client expectations. Advanced process improvement skill set combined with the ability to assess operational needs, monitor staff performance, and develop operational plans. History of success in driving operational improvements through building strong client relationships and introducing new strategies and systems.
Professional leader with executive experience ready to drive impactful change. Proven ability to implement strategic initiatives and enhance operational performance. Valued for collaborative team leadership and adaptability to evolving business needs.
Overview
10
10
years of professional experience
Work History
Vice President
Selfless Media LLC
01.2023 - Current
- Joined as Vice President overseeing budget and financials as well as assisting in growth and business development with partners
- Focused on establishing forecasting financials for incoming work and assessing potential growth opportunities
- Additionally worked and supported in filming and editing of documentaries, social media content, television commercials, etc
- Worked with partner Morgan & Morgan Birth Injury to produce documentary content for clients showcasing hardships faced from alleged incidents
- These documentaries were used for settlements and in trial to illustrate damages the clients are facing
- Results of these additions have been beneficial with last settlement resulting in $1.875 million payout
- Focused on process improvement including training materials for editors as well as camera mapping and lighting scenarios that can be an issue in different homes
- Created storage policies to ensure keeping storage costs down while maintaining raw footage for cases that are still open
- Resulted in 30% reduction of costs in storage
- Assisted in startup of marketing division with first client Kisselback Ford in saint cloud
- Launched Mobile Servicing marketing plan, social media content change, and shot/edited television commercial
- Assisted in Social Media campaigns with Morgan & Morgan for Instagram reels and related content
- John Morgan interviews, behind the scenes with Dan Morgan, and other various campaigns
Senior Client Services Manager
Amwins
01.2021 - 01.2023
- Hired to provide strategic leadership across multiple business functions, including Customer Service, Surplus Lines, and company-wide escalations
- This included leading and developing 6 managers with a total of roughly 100 indirect reports
- Partnered with cross-functional departments to continue to build and develop customer focused processes to better serve front-line sales team
- Championed creation of Escalations team for Client Services
- This included creation of processes, work force model, job description, hiring of specialists, transition to Five9 system, establishing SLAs, and implementation of continuous improvement plan for this new team
- Owned Kaizen Culture Committee to bring specialists and leaders across all services to focus on identifying technological and process related issues
- Team was able to work through 20 process and technical improvement items over 8-month period
- Developed ACES (Amwins Continuous Excellence System) Process improvement training that includes Lean Six Sigma, Agile, and Waterfall methodologies to create culture of continuous improvement
- Drove improvement for Customer Service department and developed team to hit KPI’s for first time while also driving down headcount need by 15% due to added efficiencies and improved coaching efforts
- Owned and drove culture initiatives site-wide to lead to engagement survey results hitting 81% overall engagement
Supervisor of Supplier Performance
AmeriGas
01.2021 - 01.2022
- Responsible for supervising overall performance of daily activities around operations of BPO including operational delivery, best practices, and customer experience (billing, payment, service, delivery, customer service)
- Works with manager and with Quality and Process Improvement teams to ensure rigorous measurement and analysis of performance are adhered to by outsourcer agents
- Responsible for effective, timely communications with peers throughout the company regarding outsourced contact center operations
- Coordinates with outsourcer to ensure successful program implementation and execution
- Seeks out new solutions to performance challenges and inspires others to do the same
- Championed Customer Experience metrics for 2022 focus with BPO team by working with senior leadership to set processes to drive a 78.1% change in overall After Call Survey Scores over 4-month period
- Drove training updates with internal and external teams to create more wholistic understanding of how to handle customer issues and bridge cultural gaps between CXA's and customers creating a reduced ramp for agents to hit metric goals after New Hire Trainings
Customer Experience Supervisor
AmeriGas
01.2020 - 01.2021
- Hired to provide leadership and knowledge to AmeriGas 2.0 startup, and act as integral leader to front line employees as processes are continuously built out in new initiative
- Partnered with all levels of leadership for continuous development and implementation of strategies, process improvements, and policies to address customer inquiries and complaints, improve productivity and meet performance standards through start-up of customer experience 2.0
- Worked with all levels of leadership to establish and own Weekly communication platform of leadership within local site, utilized platform to head process improvements, change management, and additional discussion around all aspects of the startup
- Championed the continuation of cross-department strategy across the network by creating and owning meeting with representatives from multiple levels of leadership to have continuous communication surrounding continuous process improvement
- Established multiple process updates and changes to ensure the highest customer experience across the network in place for longer term tech fixes not available in the startup environment
Project Coordinator, Customer Success
PRIM AND PROPER, INC.
01.2018 - 01.2020
- Provide oversight of sales activities for manufacturers, presenting and selling gift industry products to retail companies
- Develop and implement sales strategies and targeted marketing initiatives to ensure continued revenue generation
- Oversee all sales functions, including forecasting, developing policies, reporting and market analysis
- Took on additional responsibility of providing product support for customers, as well as leading the development and implementation of sales reporting process for each product line
- Created a year over year revenue increase of 16.9% utilizing focused strategies based on trends, products, and incentives driven by manufacturers
Customer Service Manager/Team Manager
AMAZON.COM, INC.
01.2015 - 01.2018
- Hired to provide strategic leadership of the Customer Service team, including coaching, mentoring, and supervising a team of up to 40 through the delivery of enhanced customer service and support
- Partnered with cross-functional leadership and resources on the design and implementation of strategies, process improvements and policies to address customer inquiries and complaints, improve productivity and meet performance standards
- Developed and executed employee/leadership development plans, supporting the growth and performance of all team members; mentored 16 direct reports in receiving internal promotions
- Served as business owner for Echo product for the Huntington site, providing troubleshooting and support for the product line to ensure top network performance
- Created a new flex role, developing new level 3 associates to manage daily tickets/inquiries related to Echo product malfunctions
- Championed the redesign of the incoming call process, implementing new proactive messaging, which reduced incoming contacts by 16% in 2 weeks
- Resulted in a 10% reduction of headcount and associated labor costs
- Established a culture of growth, performance, and accountability; created a 'Lollipop Moments' initiative, creating a positive feedback system for team members to boost employee morale and engagement
- Partnered with HR to rollout the initiative as a best practice across the organization
- Drafted and implemented help content to an internal system for 3rd party business partners; introduced a tracking process for clickthrough data to improve the initial customer contact
- Presented to corporate and gained buy-in for global launch
- Partnered with corporate leaders on the overhaul of the onboarding process; created an internal system that enabled new managers/hires to have all resources and information required prior to start date
- Included Mentorship program, and resources on best contacts for learning and developing skills internally
- Selected as Building Associate Morale (BAM) representative for Amazon site, providing a voice for team members on driving cultural change and operational improvements
Education
Master of Business Administration -
MARSHALL UNIVERSITY
Bachelor of Science - Management Information Systems
MARSHALL UNIVERSITY
Lean Six Sigma Yellow Belt -
Aveta Business Institute
Project Management Training with Kaizen Events -
Amazon Customer Excellence Systems (ACES)
Foundations of Project Management -
Google Professional Certificate
Skills
- People & Operations Management
- Team Development & Leadership
- Project Leadership
- Client Support
- Process Improvement
- Operational Assessment
- Performance Management
- Strategic & Tactical Planning
- Workforce Planning
- Data & Operational Analysis
- Stakeholder Engagement
- Cross-Functional Collaboration
- Lean Six Sigma
- Adobe Suite
- Filmography
- Editing
- Marketing
- Tableau Reporting
- SharePoint Creation & Ownership
- JIRA
- MS Project
- HTML
- SQL
- Microsoft Office Suite
- CRM
- Five9
- Power BI
- Project coordination
- Customer satisfaction
- Goal oriented
- Microsoft outlook, word, and Excel
Technology Skills
- Tableau Reporting
- SharePoint Creation & Ownership
- JIRA
- MS Project
- HTML
- SQL
- Microsoft Office Suite
- CRM
- Five9
- Power BI
Timeline
Vice President
Selfless Media LLC
01.2023 - Current
Senior Client Services Manager
Amwins
01.2021 - 01.2023
Supervisor of Supplier Performance
AmeriGas
01.2021 - 01.2022
Customer Experience Supervisor
AmeriGas
01.2020 - 01.2021
Project Coordinator, Customer Success
PRIM AND PROPER, INC.
01.2018 - 01.2020
Customer Service Manager/Team Manager
AMAZON.COM, INC.
01.2015 - 01.2018
Bachelor of Science - Management Information Systems
MARSHALL UNIVERSITY
Lean Six Sigma Yellow Belt -
Aveta Business Institute
Project Management Training with Kaizen Events -
Amazon Customer Excellence Systems (ACES)
Foundations of Project Management -
Google Professional Certificate
Master of Business Administration -
MARSHALL UNIVERSITY
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