Customer Service Sales

SCOTT R. THOMPSON

Cave Creek, AZ ***** . ablnbj@r.postjobfree.com . 602-***-****

Loyal and accomplished Senior Executive with a proven record of success

gained in the telecommunications industry serving metro and rural markets

More than 20 years' experience overseeing multi-state territories for one

company, excelling through several mergers and acquisitions. Earned

business degree; and achieved positive results while serving in numerous

capacities, including Corporate Strategic Leadership, Operations, Human

Resources, and Training with multi-million dollar P&L responsibility.

Excellent interpersonal skills; adept at handling customer escalations with

ease and developing corporate talent. Areas of expertise include:

Project Management Start Ups Contract Negotiations

Budget Management Corporate Restructuring Marketing Strategies

P&L Responsibility Change Management Compensation Plans

Strategic Planning Distribution Strategies Labor Relations

Human Resources Talent Development Loss Prevention

Professional Experience

CELLULAR SOUTH November 2009-February 2010

VICE PRESIDENT OF SALES (Mississippi) Responsible for all sales and sales

support for the Retail and B2B channels encompassing 69 retail stores and

400 employees. Responsible for growth of all sales channels, including

retail, indirect, business to business. Accountable for strategic planning,

forecasting, sales reporting, compensation, incentives, retail capital

planning, distribution analysis, and workforce planning.

VERIZON/ALLTEL / 360 COMMUNICATIONS / SPRINT June 1987 - November 2009

VERIZON/ALLTEL WIRELESS

VICE PRESIDENT OF RETAIL SERVICES (Arizona, SE California, & Utah) [Mar

2004 - Nov 2009]

Oversee execution of distribution strategies for 41 retail stores, 150+

resellers, and 300+ employees generating $300 million in annual revenues.

Provide leadership and coaching to representatives of Alltel's wireless

products and services.

. Opened 12 additional retail stores, and grew revenue stream by

approximately $65 million over a four-year period.

. Negotiate real estate transactions; manage build outs; select service

providers to support facility maintenance; set sales quotas, and

administer compensation plans.

. Achieved recognition by Consumer Reports as the #1 wireless carrier in

the Phoenix market for outstanding customer service.

. Rebuilt reseller network to become 50% stronger over a two-year

period.

. Implemented a premier agent program, and lowered employee turnover by

adopting new scheduling task force, and establishing morale-boosting

incentive programs.

VICE PRESIDENT OF SALES & DISTRIBUTION (Little Rock, AR) [Sep 2002 - Mar

2004]

Directed sales, distribution, training, and customer support from corporate

headquarters; and indirectly managed 20,000+ employees nationwide.

. Launched the Universal Service Representative initiative, which

involved a comprehensive BLOCS training program emphasizing consistent

customer service levels; resulting in positive recognition by JD

Powers and Associates.

. Developed compensation programs that empowered employees, resulting in

greater productivity and loyalty.

. Administered nationwide kiosk program with Sam's Club and Wal-mart,

traveling to corporate headquarters to present concept and negotiate

terms and conditions of contract with key executives.

. Collaborated with IT department to develop future enhancements to

streamline billing and activation, to slash processing time and errors

by 30%, and generate customer-friendly invoices.

SCOTT THOMPSON ablnbj@r.postjobfree.com Page 2

Professional Experience (continued)

Alltel (continued)

VICE PRESIDENT / GENERAL MANAGER (Alabama) [May 1999 - Sep 2002]

Oversaw wireless market and leveraged relationships to develop a

competitive local exchange startup operation (wireline). Responsible for

retail, resellers, and B2B within the territory.

. Supervised up to 200 people, with 10 direct reports.

. Built separate sales forces and teams to sell separate and bundled

services.

360 COMMUNICATIONS / ALLTEL

VICE PRESIDENT / GENERAL MANAGER (Ohio Valley) [May 1996 - May 1999]

Responsible for Wireless and Wireline business in all channels, including

sales and operations, repair, maintenance, customer relations, and

escalations.

. Helped transition Wireless One into Alltel after acquisition,

assisting with community relations, maintenance and engineering.

. Supervised all retail stores, resellers, and B2B workforce in South

central Ohio, West Virginia, and part of Kentucky

. Developed budgets, pricing, advertising strategies within the

territory.

. Grew wireless distribution, and assumed all P&L responsibility

SPRINT CELLULAR / 360 COMMUNICATIONS (Youngstown, OH) [Jun 1994 - May

1996]

REGIONAL HUMAN RESOURCES MANAGER overseeing a seven-state region in the

Midwest.

. Delegated HR staff activities; evaluated performance; handled

compensation wage and salary plans, sales commission plans, employee

relations, safety and training, and incentive programs.

. Provided support to line and staff management handling scheduling and

budgeting.

. Managed region during a period of explosive growth, tripling the

number of employees during tenure from 200+ to 1000.

UNITED TELEPHONE COMPANY / SPRINT CELLULAR (Warren, OH) [Dec 1992 - Jun

1994]

HUMAN RESOURCES GENERALIST responsible for labor relations in a union

environment, loss prevention, and consistent interpretation and

administration of applicable labor agreements.

CARRIER PRODUCT MANAGER (Mansfield, OH) [Jul 1992 - Dec 1992]

MANAGER OF WORKERS' COMPENSATION [Jul 1991 - Jul 1992]

CUSTOMER SERVICE CENTER SUPERVISOR [Sep 1990 - Jul 1991]

OUTSIDE PLANT ENGINEER [Mar 1989 - Sep 1990]

CONSTRUCTION SUPERVISOR [Jun 1987 - Mar 1989]

Awards & Recognition

President's Circle . 2005

Education

YOUNGSTOWN STATE UNIVERSITY

Bachelor of Science in Business Administration

Major: Industrial Management / Minor: Economics

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