Adjunct Faculty
Resume:
Cover Letter
KARL THOMPSON, DBA, MBA.
*** ****** **** *** ******, GA 30518
770-***-**** acr1q6@r.postjobfree.com
20+ years experience as a visionary, proactive and highly motivated professional, I have a broad array of skills sharpened through extensive hands-on Business/Financial/Economics/Management/Operations expertise and being instrumental in implementing many business initiatives and training hundreds of employees in a professional setting.
This combined with deep business acumen and rich palette of skills, being an agile critical thinker and analyst, creative problem solver and insightful strategic planner, with significant strengths in training management and people skills while thriving in demanding, fast-paced and deadline-driven work environments.
Conducted training on new processes and systems to enhance business development initiatives in a highly regulated industry consistent with company’s overall strategy that significantly increased system capacity and cost savings of $.25M to $1M. Conduct workshops for groups of 15-25 participants (circuit training programs) on new products and services.
Strong communication, collaborative and consensus-building prowess and the ability to convey information clearly and concisely to various groups or audiences as well as an accomplished leader and mentor in building, developing and inspiring teams and a proven record of managing multiple priorities, projects and deadlines while flourishing in a demanding and fast paced environment.
I have demonstrated exemplary talents as versatile, dynamic, and accomplished leader, able to work independently and with cross-functional/multi-cultural teams.
My most important achievements include:
Accomplishing optimal staff engagement and performance by fostering a culture that values/empowers each employee and adheres to the highest standards of integrity, as Operations Manager and Technical Support Manager in the Telecommunication Industry.
Winning numerous performance awards at Verizon year after year, including the 2015 Top Manager, Alpharetta Cup and Directors club awards, Core Value and Spot Awards for exceeding KPI targets, as well as Customer Service Manager MVP awards at Cingular Wireless and Verizon.
Earning recognition from VP, Director, peers, staff and customers for outstanding performance, consistently exceeding expectations and project completion ahead of time as Manager, Service Operations at Cingular Wireless and Verizon
Thank you for your time and consideration, and I look forward to hearing from you soon.
Sincerely
Karl Thompson, DBA.
Curriculum Vitae
Karl Thompson, DBA, MBA
953 Poplar Mill Way, Buford, GA 30518
Home: 770-***-****
Skype ID: winner. kt551
Email: acr1q6@r.postjobfree.com
https://www.linkedin.com/in/drkarlthompson
Statement of Teaching Philosophy
The gateway to opportunity is education, as this allows people to rise above their specific circumstances and expectations and test the limits of their tenacity.
I grew up in a family where all I saw was those before me leaving elementary and or high school and going to work on the land farming and reaping crops. I was driven by education possible since I was about 6 years old, but more so at 10 years old I was inspired to break the cycle of lack of education and poverty that existed in my family. Hence I was the first one in my family to attend college and my passion exponentially grew for education.
Working and caring for my smaller siblings while I attend college full time was a big task, however I understand the difficulties that can arise due to competing requirements for my time. In order to succeed in the competitive and global workforce today students must be able to multi-task, handle contingencies, have a passion to succeed and produce high quality work.
I believe the goal of education is to satisfy an inquisitive mind and seek answers through reasoned thoughts. Whether in the classroom or group meetings my goal is to encourage thinking rationally so that this can be applied in other situations. It is important to connect by creating that human touch and engagement via conversation to allow individuals to live their dream. I understand the needs of adult learners and how to inspire and motivate them to succeed and achieve the highest level of learning and intellectual growth.
Personal Attributes
20+ years professional experience, with broad array of skills sharpened through extensive hands-on Business/Management expertise and project direction experience, in a highly competitive telecommunications and service industry
As company Ambassador, experience in presenting new ideas and roll out of new company plans to management groups for process and systems improvements resulting in savings of $.25M to $1M.
Developed a Quality Initiative Program (Quality Challenge) - motivates employees and positively impact employee performance resulting in quarterly improvements of 5-10%
Served as a key member of leadership teams to formulate incentive programs as a motivational tool to drive the company’s strategic direction. A critical thinker who is highly organized, a perceptive strategic planner and creative problem solver, with the drive to inspire adult learners through excellent communication skills to achieve their dreams.
Successfully implemented E-Commerce Project, developing methods and procedures for increasing sales and customer satisfaction by 5 – 10%.
Conducted needs analysis to align goals with key business objectives in alignment with budgetary goals and timelines
Assessed projects and programs and made recommendations to senior leadership in order to achieve business goals. Determined organizational needs analysis and designed programs to achieve objectives.
Interim Associate Director (2012 to 2014), successfully managing an additional 10 supervisors and more than 100 front-line employees, while simultaneously handling all previous functions
Formal Education
DBA, Business Administration 2015
University of Phoenix, Phoenix AZ
MBA, Business Administration 2006
University of Phoenix, Phoenix AZ
BBA, Management 1990
University of Technology, Kingston JA
Educational Training
Business Acumen Financial Acumen
Management Guidelines (Attendance, staffing, Performance counseling)
Accelerating Team Productivity Plan Your Career
Critical Thinking Workshop APA Student workshop
Organizational Behavior Leading Across Generations
Leadership Essentials Supervisory Management
Interviewing Guide Negotiation Skills Training
Emotional Intelligence Organizational Behavior
Coaching for performance Marketing Management
Organizational Procedures Executive Leadership
Professional and Scholarly Presentations
Title of Dissertation: “Leadership Best Practices and Employee Performance: A Phenomenological Telecommunication Industry Study” successfully defended January, 2015 and accepted for presentation at the Global Conference on Business and Finance Hawaii January, 2016. Approved and submitted for publication via ProQuest
Articles and Research
Thesis entitled: Decision making Methodology: 2006
“A Problem solving is not only a science but also needs special skills. Using a
problem solving methodology is important to reach an ideal solution after doing the necessary investigation”
Thesis entitled: Worker Participation 1990
“A research of the factors restricting worker efficiency and
productivity and strategies for motivating workers to increase efficiency and
productivity in a manufacturing entity"
Training Experience
Conducted training for Supervisor Workload Program (45 participants) 2014
Training on new processes and systems to enhance business development initiatives consistent with company’s overall strategy that significantly increased system capacity and improve processes, resulting in savings of $.25M to $1M
Conduct workshops for 15-25 participants (Circuit Training Program) 2012 – 2014 to educate and drive improvements in customer experience.
Training of peers and other participants (“Rock Em Program) 2010
(15-20) to improved overall Customer Experience results by 5-15% YOY
Conduct workshops for Resume Building and Interviewing Skills 2009
B.T. Washington High School
Product Workshops for Team of 15-25 employees 2005 – 2015
New Products & Services Program
Professional Experience
Founder & CEO Technical Support Consulting July, 2015
Strategic Consulting, including business plan & technical/customer service strategy development
Conduct Performance Evaluation.
Technical Support Manager; 2005 – 2015
Verizon Wireless
Oversaw all daily department functions and projects, providing guidance, mentoring, supervision, coaching, training and development and performance evaluation to a team of 15-25 employees.
Provide quality leadership and continually assessed customer service operations and industry trends to identify and recommend process improvements, as well as staff development opportunities to enhance performance, exceed customer expectations and meet all KPI targets.
Ensured strict compliance with all company policies, procedures and quality standards.
Maintain working knowledge of a wide array of customer service, sales and technical performance and application tools
Contributed to the promoting, disciplining and terminating process and facilitate the recruitment of top talent in the hiring process.
Liaised with senior management and colleagues in all departments to brainstorm customer service, product and marketing issues and to provide expertise and recommendations for resolution.
Interim Associate Director (2012 to 2014), managed an additional 10 supervisors and more than 100 front-line employees, while simultaneously handling all functions of the Technical Support Manager.
Customer Service Supervisor, 2003 – 2005
Verizon Wireless
Evaluate employee performance; conduct monthly, quarterly and annual performance review
Provide on going mentoring, coaching, training and development of employees and regularly providing performance feedback
Recognized and recommend operational improvement plans and develop career enrichment opportunities.
Promote a culture that values employees and exceed customer expectation
Analyzed existing process and statistical trends for improvement opportunities
Project the image of a leader that exemplifies Verizon Core values, personal and professional integrity, Ownership and First Call Resolution
Ability to listen to internal and external customers, communicate technical and complex information clearly and concisely.
Conduct live calls, provide immediate one the spot feedback to employee and handle escalations within the call center.
Participate in the hiring decision to ensure the best candidates are selected
Maintain functional knowledge of HR policies and procedures to ensure consistency
Service Operations Manager, 1999 – 2002
Cingular Wireless
Oversaw a top team of 7-12 supervisors and >75 frontline customer service employees, furnishing comprehensive support to cross-functional organization as well as over 150,000 customers in the Metro area
Provided mentoring, coaching, training and development of employees and regularly provide performance feedback.
Assist in the implementation of digital service and feature development
Promote candor, built trust, empowered employees; increase team spirit and morale resulting in consistently exceeding goals.
Led team through focused business analysis to promote proactive approach in exceeding customer expectation.
Analyzed historical data and trends, monitor attendance to ensure proper staffing levels are met as well as facilitate the recruitment of top talent in the hiring process
Successfully implemented coaching, development and training opportunities
Worked on cross-functional teams to attain goals and organizational competency
Ensure Quality Standards are met / exceeded.
Service Operations Specialist, 1995 – 1999
Cingular Wireless
Worked with cross-functional teams to attain goals and organizational competency
Support team through major network outages, monitor daily, weekly and monthly attendance statistics.
Provide coaching and counseling when necessary.
Implement Cellular E-Commerce Project by developing methods and procedures for online cellular activation process to increase sales, customer satisfaction, decrease Call in Rate and increase overall Customer Care Index.
Perform function as Messaging System Administrator, maintain peripheral platform for voice and short messaging services.
Create and update translation of new Star Codes and restricted dialing tables to ensure call routing.
Handle escalated trouble tickets associated with customer complaint
Implement and change dialing plans to support new products, services and customer growth
Business and Technical Training and Certifications
Greenbelt (Lean Six Sigma) sponsored by Verizon 2014
Minitab Certification sponsored by Verizon 2014
CITI Training Certification – University of Phoenix 2012
Technology for MS Office Certification sponsored by Verizon 2009
Quarterly Webinar-Organizational Behavior - Verizon 2011
ACSS WFM and IVR Enhancements - Verizon 2010
ACSS Doorway Enhancements - Verizon 2010
ACSS Enhancements - Enterprise Release – Verizon 2010
Competency Development - Verizon 2005
Memberships
ExecuNet 2014
Active in Community / Church Ministry – Buford, GA 2006
Member of the Institution of Industrial Managers – London 1990
Members of the Lions Club International – USA 1990
Awards and Honors
Alpharetta Cup Award 2015
Awarded by Verizon for top overall customer service performance
Director’s Club Award 2014 Awarded by Verizon for top performer in customer service and productivity
Core Value Award 2014
Awarded by Verizon Wireless for outstanding customer service
Customer Service MVP Award 2013
Awarded by Verizon for Employee of the year
Triple Crown Award 2012
Awarded by Verizon as Top Performer of the year
Winners Circle Award 2012
Awarded by Verizon as the Top Performing Sales Team
Director’s Club Award 2011
Awarded by Verizon for top performer in customer service
Director’s Club Award 2010
Awarded by Verizon for top performer in customer service
Top Performance Award 2009
Awarded by Verizon for top quality performance
Award of Excellence 2008
Awarded by Verizon for overall performance
Residencies and Colloquia
Doctoral Residence – Year 1 2010
Year 1 includes a residency experience and final assessment.
Interacted with peers and faculty, participate in course work and residency activities and engaged in self-reflections exercises. Participate in learning experiences that address the doctoral research and in becoming a scholar practitioner.
Doctoral Residence – Year 2 2011
Year 2 includes a residency experience and final assessment.
Interacted with peers and faculty as we participate in course work and residency activities with emphasis on applying the research process to the chosen discipline. Expand intellectual and analytical skills, critical thinking, communication and competencies on becoming a scholar-practitioner.
Doctoral Residence – Year 3 2012
Year 3 includes a residency experience and final assessment
Interacted with peers and faculty as we participate in course work and residency activities with emphasis on applying doctoral competencies to independent research phase of the program and comprehensive examination of the dissertation. Expand intellectual and academic skill sets to synthesize and analyze theory and research and strengthened the critical thinking, professional communication competencies with becoming a scholar-practitioner
Highly Competent Subject Areas
Software: Microsoft Office, Adobe, NVivo 10 ®, SPSS, Skype, Face Time, GoToMeeting, SharePoint, Minitab,
Learning Management Systems: WebCT, Blackboard, Learning Genome (UOP, homegrown LMS software).
Subject Matter Experts: Critical Thinking, Business Ethics, Research Methodology, Customer Relationship Management, Strategic Business Planning, Project & Operations Management, Quality Assurance, Technical Support Operations, Leadership & Motivation, Mentoring, Training & Development, Process/Performance Improvements, Statistics, Information Management in Business, Team Building.
References
Dr. Jon Webber
Professor- Ashford University
acr1q6@r.postjobfree.com
Dr. Michael Taku
Professor – University Of Phoenix
acr1q6@r.postjobfree.com
Dr. Catherine Burr
Former Director, Atlanta Campus - University of Phoenix
acr1q6@r.postjobfree.com
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