Jason Thompson
Manager Process Management @Capital One
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WORK HISTORY
Manager Process Management @Capital One
Plano, TX, US
EDUCATION
University of Missouri-Columbia
Bachelor of Science (B.S.)
SKILLS
ABOUT JASON THOMPSON
Dynamic Service Delivery Management leader with a proven track record of driving transformative strategies in telecommunications. Consistently elevate operational efficiency, customer satisfaction, and financial performance by implementing critical performance metrics and continuous improvement initiatives. Strategically manage large teams and multi-million dollar budgets, cultivating cross-functional collaboration to reduce project delivery times and create innovative revenue streams. Demonstrated ability to align operational excellence with corporate objectives, resulting in significant productivity gains and enhanced client success. Poised to leverage deep industry expertise and strategic insight to drive organizational growth and competitive advantage.Expertise: Service Delivery Management - Strategic Planning - Process Improvement - Change Management - Service Delivery Strategy - Budget Management - Cross-functional Collaboration - Project Management - Operational Efficiency - Leadership Development - Performance Metrics - Customer Satisfaction - Financial Management - Team Building - Revenue Generation - Telecommunications Industry Expertise - Continuous Improvement - Quality Assurance - Inventory Management - Client Implementation - Governance Models - Forecasting - Resource Allocation - Vendor ManagementKey Achievements in Telecommunications Leadership:• Increased customer satisfaction (CSAT) by 5 points to 95% and Net Promoter Score (NPS) by 5 points to 80 through the introduction of OKR and KPI performance metrics and standardization of procedures at Broadvoice. • Improved installation times by 43% at Intrado by implementing new client methodologies that match top talent to more challenging projects and lower-ranked employees to simpler engagements. • Led the successful implementation of Intrado\'s largest global customer across 120 locations, generating $1.8M in annual recurring revenue. • Developed a new revenue stream at Broadvox, LLC by contracting Field Technicians for external technical work, generating approximately in additional revenue. • Spearheaded the designing and implementation of an innovative ticketing system at Broadvox, LLC, that revolutionized dispatch operations, cutting ticket entry time by 75%.
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