Vicki Thompson
Mesa,AZ
Summary
Dynamic and results-driven Telecommunications Program Planner and Assistive Technology Specialist with over twenty years of proven success in Arizona. Expertise in developing and implementing innovative solutions that enhance communication accessibility and improve user experiences. Ready to leverage extensive knowledge and passion for assistive technologies in the role of Cochlear Engagement Manager for the Southwest. Committed to delivering exceptional service and support to individuals seeking Cochlear products and service.
Overview
21
21
years of professional experience
Work History
AzTEDP Planner & Assistive Technology Specialist
AZ Commission for the Deaf and the Hard of Hearing
11.2004 - Current
- In my current position, my customer service is my top strength. I pride myself on reading people. seeing them, listening to what they say and how they say it. I sense the right questions to ask when people need something. I guide them in so many respects.
- Identify outreach opportunities
- Arrange booth payments, setup, transport, details, etc.
- Use ACDHH Basecamp for internal project communication
- Built relationships with the movers and shakers in the community.
- Document each and every transaction in our Client Management System regardless of method.
- Coordinated home and office visits for demonstrations & trainings.
- Regularly evaluate the application forms and process for improvement.
- Maintained compliance with State of AZ Statutes and Rules industry throughout all stages of program, including invoicing and Redemption of equipment documentation
- Communicated closely with clients, their friends, family, social workers, medical staff, or anyone with a kind heart who is trying to be helpful to their fellow human in trying to make life easier.
- Presented about hearing loss and what can be done about it.
- Regularly analyzed the purpose of many aspects of the "free phone program", from both an applicant perspective and how to make the work more streamline for myself. As of October of 2018, I am the only staff person for both AzTEDP and the Arizona Relay Service.
- Communicate with the vendors for any complications in voucher processing for payment which includes accuracy of serial numbers, expiration dates, pricing, confirmation of delivery, warranty, etc.
- Conducted appropriate inquiries that lead down various paths, ultimately fitting people with what works for them in many areas that hearing loss affects. There are so many areas!
- Managed inventory of assistive devices, maintaining accurate records and ensuring timely distribution to clients in need.
- Designed and implemented a checks and balances system to ensure clients follow through.
- A lot has changed over the course of my career. Through all of this, I have expertly honed my "teacher meets cheerleader" skills, to meet them where they are and perfectly pair it with their brain's default to attempt to hear. I learned early on that it was my responsibility to set them up for success. We have to give them the best odds possible.
- Customer service surveys (which reflect AzTEDP voucher products only) consistently rate my customer service 95-100%.
Beginner/Intermediate Line Dance Instructor
Scootin' Boots Dancehall
10.2018 - Current
- As the instructor on stage, I welcome new individuals and give them the sense of belonging in that they have an interest in line dancing and I'm there to give them information they didn't have before. They can jump in feet first (quite literally), or sit in a chair and observe for awhile. They'll start to understand more and more as time goes on. I'm here for support and guidance, as I would be, in this position with Cochlear.
- Observe class participants' skill progression and adjust lesson on the fly. This is where, as leaders in the hearing loss or cochlear implant arena, our biggest asset can be observing and listening along with our talking.
Education
American Sign Language Certificate -
Phoenix College
Phoenix, AZ01.2002
Bachelor of Arts - Special Education
Doane College
Crete, NE01.1993
Skills
- Proficient in American Sign Language
- Strong verbal and non-verbal communication
- Customer service excellence
- Compassionate communication
- Effective written communication
- Confident speaking abilities
- Process enhancement strategies
- Timely application management
Timeline
Beginner/Intermediate Line Dance Instructor
Scootin' Boots Dancehall
10.2018 - Current
AzTEDP Planner & Assistive Technology Specialist
AZ Commission for the Deaf and the Hard of Hearing
11.2004 - Current
Bachelor of Arts - Special Education
Doane College
American Sign Language Certificate -
Phoenix College
Community Service
- Creator and administrator of the Fun Feet Line Dance Community on Facebook which has 1,400 worldwide followers.
- Upcycling, repurposing and giving new life to items that would normally be discarded.
Languages and Awards
Languages: I am fluent in American Sign Language. I originally wanted to be an interpreter, but the telecommunications door opened, so I've been on this path and have enjoyed it very much.
Awards: Four ACDHH awards are in my office, but the thank you notes and fabulous surveys from clients mean a whole lot more :)
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