David Thompson

About David Thompson

I am an operations and customer experience leader with over a decade of experience designing, stabilizing, and improving customer-facing systems in complex, regulated environments.At NRG, I have spent 10+ years partnering with leadership to improve customer experience, strengthen escalation and compliance processes, and lead teams through operational change, including system transitions, cross-brand integration, and high-risk complaint resolution. My work sits at the intersection of process design, risk mitigation, and people leadership, where clear structure and sound judgment directly impact cost, reputation, and customer trust.I recently completed my MBA at Howard University, where I deepened my capabilities in strategy, organizational leadership, and systems thinking, complementing my hands-on operational background.In parallel with my corporate work, I serve as a school board president in Philadelphia and lead youth-focused initiatives through Alpha Phi Alpha Fraternity. These roles have strengthened my ability to govern, align stakeholders, and make decisions with long-term impact, skills that translate directly to advisory and consulting environments.I am now focused on transitioning into management consulting, where I can help organizations improve performance, manage risk, and execute change through disciplined problem-solving and execution.

Experience

1. Escalation Team Coach (Tier 3 Operations Lead)

   NRG Energy

   Feb 2026 — Present · Philadelphia, PA, US

   Lead Tier 3 escalation operations supporting complex, high-risk customer complaints across regulated energy markets (NRG MB & Direct Energy). Oversee investigation quality, compliance readiness, and resolution strategy for regulatory, executive, and third-party escalations.Direct and develop escalation agents, building investigative rigor, documentation discipline, and confident customer negotiation in high-pressure scenarios.Partner cross-functionally with Sales QA, Regulatory, Operations, and Customer Service leadership to identify systemic drivers of escalations and implement process improvements that reduce repeat contact and risk exposure.Spearheaded migration to centralized CRT complaint-tracking system and led cross-brand training initiatives to align Tier 3 processes across blended teams.Monitor escalation trends, service levels, and call drivers to provide structured insights to leadership on operational risk and customer experience gaps.

Education

• Fox School of Business at Temple University

  Bachelor of Business Administration - BBA

• Howard University School of Business

  Master of Business Administration - MBA

Skills

• Photoshop
• Spss
• Quickbooks
• Photography
• Microsoft Office