Summary
Overview
Work History
Education
Skills
References
Websites
Timeline
Generic

Mike Thompson

Jamestown,USA

Summary

Results-driven Implementation Manager known for high productivity and efficient task completion. Specialize in project management, process optimization, and cross-functional team leadership. Excel at communication, problem-solving, and adaptability to ensure successful outcomes and client satisfaction.

Overview

4
4
years of professional experience

Work History

Customer Support & Service Implementation Manager

Classic.com
US Remote
03.2025 - Current
  • Managed customer support tickets and automated workflows in HubSpot for timely resolution.
  • Configured new client accounts, providing ongoing management support to enhance onboarding and retention.
  • Oversaw vehicle listings, ensuring accuracy and adherence to marketplace standards.
  • Monitored platform compliance by identifying spammers and preventing fraudulent onboarding.
  • Liaised between Support and Product teams to communicate user feedback and report bugs.
  • Contributed insights to improve processes, elevate customer experience, and promote continuous platform enhancements.
  • Developed materials for end users to foster software adoption and increase usage.
  • Documented lessons learned from projects to support continuous improvement initiatives.
  • Monitored performance metrics of implemented systems and took corrective action when necessary.

Customer Support Specialist

SlickText
Jamestown, US
07.2024 - 03.2025
  • Monitored CTIA and TCPA for industry updates, ensuring team compliance.
  • Owned customer issues, driving them to resolution with focused follow-up.
  • Processed payments, invoicing, and account administration using Recurly software.
  • Gathered customer feedback on UX experiences, sharing insights with Sales and Development.
  • Handled high call, chat, and email volumes while effectively multi-tasking.
  • Managed operations across two distinct admin platforms on SlickText, assisting customers with unique needs.
  • Managed multiple platforms, such as the admin dashboard, Slack, and HubSpot for daily use.
  • Assisted customers in navigating SlickText's mobile marketing platform features.
  • Collaborated with team members to resolve complex customer issues effectively, and escalated when needed.
  • Educated customers on best practices for SMS marketing campaigns for 10DLC, SC, and TFN.
  • Participated in training sessions to enhance product knowledge and support skills.
  • Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
  • Reviewed MARs (Manual Add Requests), ensuring industry compliance.
  • Helped customers implement a compliant opt-in mechanism to ensure their business was protected from potential spam complaints.

Bank Teller

Northwest Bank
Lakewood, US
06.2022 - 08.2024
  • Delivered personalized service by addressing inquiries and resolving issues promptly.
  • Promoted bank products and services to enhance customer experience.
  • Maintained compliance with banking regulations and policies.
  • Conducted cash deposits, withdrawals, and transfers to ensure balanced cash drawers.
  • Educated customers on banking products to facilitate informed financial decisions.
  • Ensured strict compliance with bank policies and regulatory requirements to protect customer data.
  • Collaborated with colleagues to achieve branch goals and maintain operational efficiency.
  • Resolved customer concerns and escalated complex issues to appropriate channels for resolution.
  • Engaged in continuous learning about banking trends and technologies to enhance service delivery.

Education

SDR (Sales Development Representative) Course -

CourseCareers.com
Remote
05.2024

HS Diploma -

Forestville HighSchool
ForestVille, NY
06.2012

Some College (No Degree) -

Jamestown Community College
Jamestown, NY

Skills

  • System management
  • Process improvement
  • Customer support and relations
  • Collaboration tools proficiency
  • Effective communication
  • Cross-functional teamwork
  • Software implementation
  • Schedule coordination

References

Available Upon Request

Websites

Timeline

Customer Support & Service Implementation Manager

Classic.com
03.2025 - Current

Customer Support Specialist

SlickText
07.2024 - 03.2025

Bank Teller

Northwest Bank
06.2022 - 08.2024

SDR (Sales Development Representative) Course -

CourseCareers.com

HS Diploma -

Forestville HighSchool

Some College (No Degree) -

Jamestown Community College

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