Human Resources Manager

CHARLES W. THOMPSON, JR.

*** ****** ***** *********, ** 31525

Home: 912-***-**** Cell: 912-***-**** E-mail: ***********@*******.***

PROFESSIONAL SUMMARY

Senior Level Call Center Management, IT Professional and Corporate Trainer with 14 years experience

HR/Payroll Systems Management Organized, take-charge leader with exceptional follow-through and detail

orientation Articulate communicator, accomplished pubic speaker

CORE COMPETENCIES

Budget responsibility Project management Vendor management Benchmarking and performance metrics

Development and motivation of high-performance teams Deep knowledge of high-volume call centers Human

Resources New hire processing Employee selection and supervision

PROFESSIONAL EXPERIENCE

SEA ISLAND COMPANY Sea Island, GA

A $275MM Mobil five-star owner and operator of four upscale resorts off the coast of Georgia

Human Resources Administrator/Human Resources Trainer - March/2005 - Dec/2008

Responsibilities and accomplishments included

Successful implementation of HRIS/Payroll system (UltiPro)

Employee recruitment and selection

New hire processing, employee orientation

Payroll Support

Benefits Support

Accomplished report writer

Managed the corporate training intranet website

Workflow design and implementation

Championed the creation of employee computer training lab

Managed HRIS Web portal and back-office system components

Managed and maintained time and attendance system (Stromberg)

Sea Island Company Call Center Director - Aug/2001 - March/2005

Responsibilities and accomplishments included management of Sea Island Information Services Help Desk internal

call center; resorts reservations call center and PBX telephone operators.

Prepared and managed a departmental budget of 1.2 million dollars

Managed 35 call center agents, an assistant manager and the department trainer

Responsible for new call center build-out

Implemented standard call center reporting techniques, achieved 98% calls answered within 5 rings

Implemented third party call monitoring and reporting program to drive Mobil Five Star standards

Implemented marketing on hold program to cross promote other Sea Island offerings and activities

Provided logistical support for 2004 G8 Summit

SUPPORT TECHNOLOGIES/HELP DESK 2000 Atlanta, GA

A $25MM company of BPO (call center) help desk technical support; offerings include support organization

consulting.

Help Desk Call Center Manager / Senior Instructor- Jun/1999 - Aug/2001

Managed multiple customer support desks; served as primary point-of-contact with SLA compliance responsibility

for major client accounts including Farmers Insurance, eTrade, Netifice, Broadcom, EDS, and Brinker; nationwide

Certified Senior Instructor for Help Desk 2000 training program.

Managed blended teams of approximately 40 support professionals

Managed budget of $700,000 annually

Designed and implemented SOP’s for new clients.

Provided daily “Morning Report” to each client

Led several transition projects to bring new clients online

Delivered Help Desk 2000 certification courses

Moderated several Help Desk 2000 Roundtable Events

SUN TRUST MORTGAGE INC. Atlanta, GA

An $800MM mortgage banking division of SunTrust Banks which writes, purchases, sells, and services

conventional home loans through more than 200 locations in the “Sun Belt” of the US.

Lead Call Center Technical Support Specialist - Dec/1997 - Jun/1999

Provided technical support to staff located throughout the Southeastern U.S.

Provided phone based technical support to branch bank mortgage officers

Provided phone and desk side support to headquarters staff of approximately 400

FIRST DATA CORPORATION / CREDIT PERFORMANCE SERVICES (CPS) Atlanta, GA

A $7B privately-held, global leader in financial transaction processing and funds transfer; CPS operated in a BPO

capacity and served client banks whose credit card transactions were processed by First Data .

Sr. Call Center Manager - Jan/1995 - Dec/1997

Supervised team of call center agents in 250 seat high-volume collections call center environment, processing up to

24MM outbound calls annually

Managed payroll budget of approximately 1.3 million

Managed 30 direct reports and 250 indirect reports

Led calling campaigns for several Fortune 500 companies and banks

Consistently met collections goals for clients

Provided support to Charlotte and Chicago locations

Managed the predictive dialer (outbound) and inbound (ACD) queues

San Diego, CA and May Port, FL

UNITED STATES DEPARTMENT OF THE NAVY

Sonar Technician - May/1988 - July/1992; Honorable Discharge, 1992

Served in Desert Storm, Southwest Asia Service Medal

EDUCATION

GEORGIA SOUTHERN UNIVERSITY, Statesboro, GA

Bachelor of Science, Communication Arts and Sciences 1986

PROFESSIONAL DEVELOPMENT, NOTABLES

Technical/Professional Certifications: Nortel Symposium Scripting, CompTIA A+, Certified Help Desk

Director - Help Desk 2000, Certified Instructor - Help Desk 2000.

Proficiencies: SHRM Learning System Human Resources Management Certificate of Completion, April

2006.

Public speaking engagements includes Dynegy, Houston TX (Help Desk Call Center Best Practices), and

Merrill Lynch, New York, NY, (Root Cause Analysis)

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