Tyler Thompson
Summary
Sr. Program Manager - Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Adept at leveraging data analysis, budgeting, and strategic insights to optimize project execution. Proven track record of managing million dollar budgets and enhancing operational efficiency through strategic IT upgrades.
Overview
8
8
years of professional experience
Work History
Sr. Program Manager - eChannels
Exelon Corporation PECO
11.2022 - Current
- Spearheaded digital transformation initiatives, integrating new technologies that enhanced service delivery and reduced operational costs
- Designed eChannels Co-Op business development plan, lead hiring process and managed/mentored co-ops to enhance department production and personal development
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Lead training and Re-design of eChannels ERM storm role while conducting quarterly training to ensure optimal performance and adequate knowledge for Emergency Response Role
- Lead efforts to enhance the reliability and effectiveness across business units - LCS, Care Center, F&MS, Customer Relations, Project and Contract Management
- Supported strategic IT upgrades that minimized system downtime and improved user experience
- Partnered with multiple business units to streamline customer communication and project alignment
- Lead and served as a PECO subject matter expert regarding OneExelon initiatives around 'I Sign up and Move' (ISUM) Products leading to Care Center cost reduction, increased Customer Satisfaction and enhanced product improvement
- Managed precise delivery of 35M yearly customer notifications, ensuring customer satisfaction and engagement while promoting a 60% increase in Self Service Adoption
- Oversee and lead PECO's ISUM product as the business' Subject Mater Expert, improving customer experience and reducing call center average handle time (AHT)
- Forged strong partnerships across business units to align eChannel projects and reducing budget from a resource and cost perspective
- Ensured rigorous adherence to a $1M budget, optimizing cost while maintaining service excellence
- Managed eChannels ERM storm role strategy, providing critical support to 1.7 million customers during inclement weather
- Lead seamless integration of CC&B and PECO's Preference Center, boosting operational efficiency reducing eChannel's Preference Center Cost by $20K
- Leveraged SQL and Oracle to optimize data extraction, supporting key decisions resulting in departmental forecasting Long Range Planning (LRP).
Business Analyst - eChannels
Exelon Corporation
08.2021 - 11.2022
- Maintained and supported the business Self Service channels, enhancing customer self-service digital experience
- Coordinated with internal stakeholders to provide data on an Ad-Hoc basis identifying trends, variances, and anomalies throughout the business
- Reported on monthly Key Performance Indicator metrics to Sr
- Leadership
- Data analysis to identify customer pain points and enhance digital functionality across self-service channels
- Provided accurate reporting and analysis across the company's Mobile Web, IVR, Mobile App and Website
- Data extraction to forecast and LRP for the future scope of the business unit
- Used data to communicate with key leaders around the direction of the business
- Built Power BI dashboards to enhance production of internal stakeholders.
Business Analyst - Revenue Management
Exelon Corporation
12.2019 - 08.2021
- Conducted case specific analytical investigation pertaining to identity theft, evictions, transfer, or property in accordance with Public Utility Commission guidelines
- Coordinates with management, customer service and billing members to research and resolve Former Address Dispute (FAD) related issues recovering revenue and preventing monetary loss for the business
- Monitored and coordinated the business units' activities to support operational performance management related to revenue recovery
- Lead in training newly acquired team members in accordance with company policy and departmental guidelines.
Relationship Banker
JP Morgan Chase & CO.
01.2019 - 12.2019
- Managed a high volume of customer inquiries at one time while meeting 30-day operational service level agreement (SLA)
- Managed a portfolio of 120 clients, ensuring personalized service and trust-building
- Generated nearly $2 million in new investments through strategic client engagement
- Collaborated with Financial Advisors to refine and implement effective sales techniques
- Maintained organized daily plans and sales tracking using firm-specific software
- Led iLead leadership committee, enhancing team collaboration and governance strategically developing new hire training plans.
Sales Representative
Fastenal Company
03.2017 - 12.2019
- Acted as primary contact for local accounts, ensuring client satisfaction and timely order fulfillment
- Processed and prepared client orders for delivery and pick-up, maintaining high accuracy
- Balanced daily accounts using financial and accounting methods, ensuring financial integrity
- Managed and maintained customer financial records, enhancing account management efficiency.
Financial Representative
Northwestern Mutual
02.2018 - 12.2018
- Achieved #1 representative title in Eastern and Southern Regions through structured prospecting, product knowledge and establishing trust and repiore, boosting firm reputation
- Ranked #9 representative nationwide, contributing to company's national standing by accurate networking, product knowledge and successful customer retention
- Secured $1.5 million in net-worth customers, driving significant revenue growth
- Developed extensive financial and retirement planning skills, improving client satisfaction.
Education
Master of Business Administration - M.B.A -
Bloomsburg University of Pennsylvania
B.A. Finance - undefined
Bloomsburg University of Pennsylvania
PECO Data Analytics Core Program Certification -
St. Joseph's University
Skills
- MS Suite
- Access
- Excel
- Data Visualizations
- Operational Management
- Project Management
- SQL
- CIMS/CC&B
- Power BI
- AS8
- Oracle Service Cloud
- Forecasting
- Budgeting
- Research
- Reporting
- Modeling
- Client Relationship Management
- Stakeholder Management
- Strategic Planning
- Vendor Management
- Change Management
Additional Information - Extracurricular
- Chron's & Colitis Foundation member and volunteer - National
- Member of PECO's DYP organization - Philadelphia, PA.
- Member of PECO's Mentorship Program - Philadelphia, PA.
- City of Philadelphia Parks and Recreation volunteer - Philadelphia, PA.
- Member of Holy Child Parish - Runnemede, NJ.
- Member of Valleybrook Country Club - Blackwood, NJ.
Timeline
Sr. Program Manager - eChannels
Exelon Corporation PECO
11.2022 - Current
Business Analyst - eChannels
Exelon Corporation
08.2021 - 11.2022
Business Analyst - Revenue Management
Exelon Corporation
12.2019 - 08.2021
Relationship Banker
JP Morgan Chase & CO.
01.2019 - 12.2019
Financial Representative
Northwestern Mutual
02.2018 - 12.2018
Sales Representative
Fastenal Company
03.2017 - 12.2019
Master of Business Administration - M.B.A -
Bloomsburg University of Pennsylvania
B.A. Finance - undefined
Bloomsburg University of Pennsylvania
PECO Data Analytics Core Program Certification -
St. Joseph's University
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