Summary
Overview
Work History
Education
Skills
Timeline
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Michael Thompson

Michael Thompson

Richmond,USA

Summary

  • Experienced professional seeking a position to leverage technical knowledge, exceptional customer service skills, project management expertise, and proven leadership experience. Strong background in Customer Service, adept at navigating complex technical challenges while delivering top-notch customer service. Skilled in overseeing and executing projects from start to finish, with a track record of driving teams towards achieving organizational goals. Committed to continuous skill enhancement and staying up-to-date with industry trends, eager to contribute diverse skill set to a dynamic and forward-thinking organization.

Overview

27
27
years of professional experience

Work History

Director Service Process and Technology

Autocar, LLC
04.2023 - Current
  • Oversee all after sale support teams including Service, Warranty and Parts support. Manage processes and technology these teams utilize in daily activities to support customers and dealers. Identify new tools and technology to help elevate the level of service the teams provide. Create project proposals including ROI, present project requests to company presidents and owner. Project Manage implementation of new software, act as Product Owner for ServiceNow CSM and FSM instance. Work along side of internal ServiceNow development team to configure instance to meet the needs of our support teams. Meet with employees at all levels within our customer and dealer organizations. Collect outside feedback from customers and dealers, analyze feedback and use data to identify and implement improvements to processes.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization.
  • Improved project efficiency with strategic planning, resource allocation, and time management practices.
  • Optimized staff performance by designing comprehensive training programs tailored to individual needs.
  • Spearheaded innovative approaches to resource allocation and strategic planning.
  • Enhanced data-driven decision-making by implementing advanced analytics and reporting tools.

Sr Manager Technical Customer Care

Autocar LLC
03.2017 - 04.2023
  • Responsible for day to day activities of technical support call center comprised of 12 Call Center Technicians and 3 Call Center Supervisors, for heavy truck OEM. Create, implement and improve processes, to improve efficiency and level of service provided to customers. Work with all teams within the organization to improve product quality and identify areas of improvement, to set company above competitors. Meet with decision maker level employees within Customer and dealer / supplier partner organizations. Assist in creation / improvement of systems utilized by call center team. Project Team Member, work on projects with the goal of identifying areas of business with opportunities for improvement, work to develop and implement those improvements. Assist in the development of service manuals, electrical schematics, product improvements, Safety Recalls, Service Bulletins and other documents related to product. Work with other industry partners to identify trending product failures and implementation of improvements. Collect, analyze and report on call center data including SLA, call volume, ticket volume, trending failures and communicate failure data to Quality group, to ensure the integrity of product.
  • Provided strong leadership to enhance team productivity and morale.
  • Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
  • Led cross-functional teams to achieve project milestones and deliver high-quality results.
  • Improved team performance by providing comprehensive training and fostering a collaborative work environment.
  • Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
  • Mentored junior staff members for skill development and career progression within the organization.
  • Implemented and developed operational standards, policies and procedures.
  • Achieved operational excellence by streamlining processes and implementing best practices.
  • Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
  • Increased customer satisfaction with timely project deliveries and seamless communication.
  • Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.

Technical Support Supervisor

Autocar LLC
01.2016 - 03.2017
  • Supervise daily operations of busy technical support call center. Field customer calls, maintain customer Solutions ticket tracking database. Work with IT to develop / improve database. Responsible for employee scheduling, training and performance. Identify and implement improvements in processes to be more efficient at resolving customer issues. Assist Autocar National Service Manager with the writing of Service Bulletins, Service Programs, Recall documents, Service Manuals and Troubleshooting Fault Trees. Coordinate chassis repairs with Autocar distributor network, schedule Field Service Managers for customer visits. When needed, travel to customer locations to assist and supervise chassis repairs. Work side by side with Engineering Prototype Department in development of new product.
  • Oversaw the creation of a comprehensive knowledge base, enabling faster access to solutions for common problems faced by customers.
  • Improved customer retention rates by consistently delivering prompt and effective technical assistance tailored to individual needs.
  • Analyzed technical support data to identify trends and common issues, proactively addressing concerns before they escalated further.
  • Implemented performance metrics to monitor team productivity, identifying areas of improvement and implementing necessary changes.
  • Developed comprehensive training materials to ensure consistent knowledge across the technical support team.
  • Devised strategies that allowed an increase in first-call resolution rates by empowering representatives with additional problem-solving tools.
  • Monitored team performance and facilitated the necessary training programs to help maintain a high level of competence among support staff.
  • Optimized workflow processes, leading to a more efficient use of resources and reduced wait times for customers.
  • Managed escalated customer complaints, resulting in swift resolutions and strengthened client relationships.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and efficiently.

Inside Technical Support

Autocar LLC
11.2006 - 01.2016
  • Field calls from technicians regarding repairs on all three Autocar chassis models. Assist customers in performing repairs to Autocar chassis ranging from regular maintenance to major repairs, over the telephone. Speak with customers regarding concerns with performance of product, issues with dealers and assist in resolving any complaints or issues the customer may have. Assist Autocar National Service Manager with the writing of Service Bulletins, Service Programs, Recall documents, Service Manuals and Troubleshooting Fault Trees. Coordinate chassis repairs with Autocar distributor network, schedule Field Service Managers for customer visits. When needed, travel to customer locations to assist and supervise chassis repairs. Work side by side with Engineering Prototype Department in development of new product.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Passionate about learning and committed to continual improvement.

Machine Operator

Masterbrand Cabinets Inc
08.2005 - 09.2006
  • Trained on 75% of machines used in the cutting department of large cabinet manufacturing facility. Use various manually operated and CNC machines to cut wood stock into cabinet components. Load wood stock to machines and offload cut product. Responsible for maintaining a clean and safe work area at each machine. Filled empty position on assembly line when required.
  • Followed detailed instructions to operate machines with accuracy and produce quality products.
  • Set up and adjusted equipment and properly configured machines for daily operation.
  • Complied with company and OSHA safety rules and regulations.
  • Trained new employees on proper machine operation, ensuring adherence to company standards and safety guidelines.
  • Loaded raw materials into machines and unloaded finished products to keep manufacturing process running smoothly.
  • Demonstrated adaptability by quickly learning how to operate new machinery and implementing newly introduced processes within the production environment.
  • Operated various types of machinery, contributing to the successful completion of diverse projects.

F-16 Dedicated Crew Chief

United States Air Force
04.1998 - 04.2005
  • Responsible for maintenance and repair on up to 20 F16 fighter aircraft. Track flying hours, engine operating times, maintenance intervals, perform heavy repairs and maintain all aircraft maintenance documents. Assist avionics, hydraulic, weapons and engine sub-shops on repairs to aircraft and its components. Supervise on and off duty performance of 6 Airmen. Ensure training records of subordinates are kept current, schedule training when needed. Write mid year and year end performance evaluations as well as awards packages. While deployed to Kirkuk Air Base Iraq, supervise performance of 20 Airmen assigned to Third Country National (TCN) Escort Duty. Ensure Airmen followed proper procedures and regulations while escorting TCN workers on United States Air Base. Create work schedule and post assignments. During one year tour at Kunsan Air Base South Korea, worked as a Maintenance Operations Center (MOC) controller. Coordinated all movement of over 40 F-16 fighter aircraft, tracked operational status of aircraft and acted as a liaison between flight line maintenance personnel and repair back shops.
  • Worked well with teammates and accepted coaching from management team.

Education

Skillpath Conference on Customer Service - undefined

Airmen Leadership School
Nellis AFB, NV

High School Diploma - undefined

National Trail High School
New Paris, OH

Dale Carnegie - undefined

Hagerstown, IN

Skills

  • Word
  • ServiceNow
  • Product Management
  • Statistical analysis
  • Aircraft Maintenance
  • Field Service
  • Manufacturing
  • Blueprint Reading
  • Warehouse Distribution Experience
  • Training
  • Customer support
  • Process Improvement
  • OEM
  • Project Management
  • Electrical Experience
  • Mechanic Experience
  • Military Experience
  • Customer service
  • Software Development
  • Service Technician Experience
  • Technical Support

Timeline

Director Service Process and Technology

Autocar, LLC
04.2023 - Current

Sr Manager Technical Customer Care

Autocar LLC
03.2017 - 04.2023

Technical Support Supervisor

Autocar LLC
01.2016 - 03.2017

Inside Technical Support

Autocar LLC
11.2006 - 01.2016

Machine Operator

Masterbrand Cabinets Inc
08.2005 - 09.2006

F-16 Dedicated Crew Chief

United States Air Force
04.1998 - 04.2005

Skillpath Conference on Customer Service - undefined

Airmen Leadership School

High School Diploma - undefined

National Trail High School

Dale Carnegie - undefined

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Michael Thompson