Benjamin Thompson

Experience

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  Overflow Management Group, Inc

  Jul 2008 - Jul 2015

  President/Owner

  Coordinate cross functional HR task by utilizing TMS for employee relations case management situations, compensation analysis, employee dispositiom variables in a case of an employee layoff with assistance from HRBP; lead over 20 productive recruitment efforts for the Southwest region of Georgia; and fulfilled continuous task such as managing requisitions, overseen the scheduling of preliminary interviews, onboarding for all respected positions throughout the company and analyzation of performance metrics. • Trained and developed account executives to exceed previous sales goals; lead daily impactful team meetings establishing mentorship and team building strategies for field salesmen to reach their greatest potential; host retail events on behalf of DirectTV for Sam's Club, Best Buy, Costco, and Wal-Mart; demonstrate 100% compliance scores with clients and conducted daily team meetings. • Overseen all sales and marketing training with Verizon/DIRECTV under direct market supervision; interviewed 10-15 candidates weekly; assisted with employee evaluations and conducted routine in- depth analysis of the current market in respects to acquisition of potential new client relations; developed a relationship with district managers for Wal-Mart, Best Buy, and Sam's Club; coordinated/host weekly and periodically daily events at retail locations • Conceptualized direct sale plans and strategic marketing projects from ideation state to execution for some of the companies most successful marketing campaigns for Fortune 500 clients including residential, business-to-business, retail, and telemarketing for Verizon Fios, Cox Communications, and DIRECTV; processed payroll and accounting tasks; conduct various daily, weekly, and monthly team meetings to enhance employee personal development and gain insightful for field recommendations to optimize strategies; built relationships with general managers for Sam's Club, Walmart, Costco, and Best Buy while expanding the brand. Show less

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  Wells Fargo

  Jul 2015 - Apr 2016

  Personal Banker I

  Assisted 12-15 new and 20-25 existing customers with loan process; analyzed current customerrelationships with Wells Fargo while building customer relationships to help maximize sales opportunitiesand maintain goals; grew branch quarterly sales with new accounts, loans, credit cards and customerservice by 75%; collaborated with team members to service clients; handle 100+ monetary, withdrawal,deposit, loan account transactions daily; resolved problems and answer client concerns; met andexceeded sales goals, add-on services and products; prioritized goals and tasks to efficiently accomplishtasks and goals on a daily, weekly and monthly basis; demonstrated mastery level skills of meetingincentivized goals, commissions and sales targets; embraced knowledge of finance industry andpromoted financial literacy and products.• Handled over 100,000K in credit card and personal/business loan volume for new and existingcustomers.• Covered credit roadmaps for customers to increase their financial literacy of their accounts.• Ranked in top 3% for accounts opened, credit card applications, and loan volume over 100,000 perquarter.• S.A.F.E. certified for the bank vault and safe deposit boxes.• Assisted private bank lending and financial advisory for clients whom had over $1 million in investmentsand assets. Employed ROTH IRA's plans and money market accounts.• Engage with customers, prospects, and referral sources through proactive outreach.• Attain sales and referral goals on a monthly and annual basis.• Educate customers on options for managing financial transactions by leveraging technology, tools,and resources.• Assist customers with account opening and maintenance and all teller line transactions.• Create and expand relationships in your community through outbound calling efforts to customers.• Act with confidence by answering customer questions and owning customer issues. Show less

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  Moorehead Communications

  Oct 2016 - Nov 2017

  IT Advisor Manager

  • Developed the leadership alignment and organizational readiness approach for the successfulimplementation of a key technology replacement which impacted over 2000 clients and employees.• Consulted with Senior Change Leadership to establish an in-house, standardized change managementpractice, which was adopted by the Project Management Office (PMO).• Conducted a comprehensive analysis of company culture and identified areas for improvement,leading to the implementation of a new employee engagement program and a 10% increase in employeeretention.• Act as client liaison for technology firms, analyzing their needs/requests and recommendingappropriate solutions to drive better results and address compliance issues.• Helped develop standardized change materials for internal finance partners, including a resistancemanagement plan.• Provides technical leadership, guidance and direction on the design, development, security,infrastructure, testing and implementation.• Conducted impact analyses and identified key stakeholders for a company-wide restructuring, resultingin a smooth transition with minimal disruption to business operations.• Facilitated change management workshops and provided coaching to project teams, resulting in a15% increase in employee engagement and satisfaction scores. Show less

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  Dominium

  Nov 2017 - Jan 2020

  Assistant Community Manager

  Handled A/R responsibilities such as vendor management and file auditing; assured property and fileswere in compliance with state and federal laws; served as the main managerial point of contact forresident complaints and issues; generated a successful tenant retention plan; and increased occupancyrate from 87% to 96% within the first six-months upon the time leadership was delegated.• Managed new acquisitions and lease ups for the company while handling the payroll, collections,leases, renewals, applications, POs, and work orders.• Collected an average of $150,000 to $225,000 a month in rents which accumulated over $2.1 milliona year for the asset.• Work collaboratively as part of a team, coordinating efforts with other change consultants and unit/departmental leaders.• Partner with key roles such as project managers, business analysts, and process improvementspecialists to achieve business value for the customer.• Analyzed and reported on change management metrics, providing insights that led to the developmentof more effective change management strategies.• Support the determination of the impact of organizational change management programs and assistwith the development of alternative strategies as needed. Show less

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  Sutherland

  Jan 2020 - Nov 2021

  Change Management Jr. Project Manager

  • Managed and implemented new client/stakeholder training development and new technologyimplementation of chatbot services for Visible, a subsidiary of Verizon, Inc, Disney, and Sony ContactCenters.• Conduct change management analysis and strategic roadmaps leader coaching, developcommunication, script changes, and strategies/tactics and coach/collaborate with key leaders for thechatbot transition for new client implementation.• Developed and implemented the 7-C's strategy to keep all contact centers informed and engagedthroughout the technology change process, resulting in a 90% satisfaction rate among employees.• Facilitated change management workshops and provided coaching to managers, resulting in a 40%increase in manager effectiveness and a 20% increase in employee engagement.• Identified and addressed anticipated resistance and risk through stakeholder engagement andcommunication, resulting in a 95% adoption rate and a smooth transition for employees.• Monitored and evaluated change progress through metrics and feedback, resulting in continuousimprovement and a 25% increase in customer satisfaction. Show less

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  Turn2Partners

  Nov 2021 - Jul 2022

  Business Operations Manager

  • Conducted a thorough analysis of the change impact on contact center employees and processes,identifying and mitigating potential risks and resistance points, resulting in a smooth transition andminimal disruption to business operations for client contact centers.• Collaborated with cross-functional teams to design and deliver contact center training programs,resulting in a 95% satisfaction rate among employees and a 30% increase in productivity.• Monitored and evaluated change progress and effectiveness for a contact center-wide culture shift,resulting in a 30% increase in employee engagement and a 10% increase in customer satisfaction.• 20% increase in revenue.• Designed and executed a training program for managers on change management best practices,resulting in a 50% increase in successful change initiatives across the organization. Show less

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  Guidehouse

  Nov 2021 - Sept 2023

  Change Management Project Manager

  • Successfully migrated 4 contact centers with Genesys Cloud and 4 contact centers with AmazonWeb Services Connect while Implemented training, scripts, service levels and kpi's for Small BusinessAdministration Hub (Capital Access Financial Systems, Restaurant Revitalization Forgiveness, DirectForgiveness, Veteran's Certification, Economic Injury Disaster, MySBA Loan Portal, Payment ProtectionProgram and Lender Platform).• Initiated and implemented strategies and staff transition plans for Genesys Cloud, Amazon WebServices Connect as contact centers migrated within the Small Business Administration contact centerhub.• Identified and prepared risk mitigation tactics for a major restructuring, resulting in a smooth transitionwith minimal disruption to business operations and a 15% increase in productivity.• Developed and delivered training programs for managers and employees, resulting in a 40% increasein employee satisfaction and a 20% decrease in employee turnover.• Created and maintained documentation of change management activities for a contact center-wideculture shift, resulting in a successful implementation with minimal disruption to business operations and a 20% increase in employee engagement.• Managed the successful development and implementation of training programs, including onboarding, coaching, creating and facilitating professional development courses and initiatives for all contact centers. Show less

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  Dobbs Defense Solutions

  Jun 2024 - now

  Contract Analyst