JOHN THOMPSON

• Bridge business objectives with technical execution for the Service Platform train, partnering with Directors, Product Owners, and VPs to translate complex needs into actionable user stories and requirements.
• Drive digital transformation and customer-centric solutions, ensuring all initiatives align with strategic goals and maximize organizational value.
• Leverage SAFe Agile methodologies, collaborating daily with cross-functional teams (UX, content, analytics, technology, and business stakeholders) to deliver scalable, practical digital solutions.
• Oversee tagging, accessibility, and content workflows, ensuring seamless integration and regulatory compliance.
• Foster open communication and knowledge sharing to drive continuous improvement and deliver cohesive, high-quality end-user experiences.
• Develop robust business cases, analyze processes for optimization, and ensure new solutions are feasible within business rules.
• Support product roll-out plans and post-implementation success measurement through KPIs, informing future enhancements.
• Collect, clean, and analyze data to enable data-driven decision-making and support strategic roll-outs.

Achievements

• Serve as Records Administrator, maintaining integrity and compliance of critical documentation.
• Key contributor to decommissioning legacy systems (ADA, BPC, Pru Online), paving the way for modern platforms.
• Designed, developed, and deployed Pru-TABS, a custom support tool that significantly improved CSP efficiency.
• Led API development for new product releases (FlexGuard, VUL Protector, SPIA, MYGA, Essential Term).
• Implemented straight-through processing for EBIX transactions, enhancing operational efficiency.
• Developed efficient test management processes as Test Data Administrator (Annuities).
• Led initial Generative AI discovery, positioning the business unit at the forefront of emerging tech.
• Authored the API Team Playbook for system integrations and new feature support.
• Managed ADA compliance defect resolution, ensuring accessibility for all users.
• Enabled online portal access for ILI clients as trustees, improving digital accessibility.

• Served as the primary point of contact for key financial annuity partners and agency advisors, delivering tailored support and service solutions based on client needs and preferences.
• Managed inbound and outbound calls, emails, and transaction processing, including portfolio fund transfers and reallocations.
• Identified client needs and concerns, providing prompt resolution and proactive support to enhance the client experience.
• Maintained comprehensive knowledge of Prudential Annuities’ current and legacy products, benefits, processes, and procedures.
• Advocated for clients by collaborating with Service, Sales, Product, Partner Services, and Project Teams to manage relationships, resolve issues, and streamline the service experience.
• Demonstrated strong communication, organizational, and problem-solving skills in a fast-paced, client-focused environment.

• Delivered a best-in-class customer experience in a call center environment, representing Comcast with professionalism and courtesy.
• Managed daily inbound and outbound calls, conducting follow-ups with prospective accounts to maximize sales opportunities.
• Maintained accurate records and account information within CRM software (Salesforce), ensuring data integrity and effective sales tracking.
• Demonstrated strong communication, organizational, and relationship-building skills to drive customer satisfaction and business growth.
• Consistently met and exceeded sales quotas by generating revenue from business products and services for new and existing small to mid-size business customers.

• Provided technical support and ensured customer satisfaction through device setup, troubleshooting, and ongoing assistance.
• Managed store operations, including inventory control, cash handling, merchandising, and account management.
• Supported team development by mentoring colleagues and fostering a high-performance, customer-focused environment.
• Maintained strong organizational skills and adaptability in a fast-paced retail setting, consistently upholding operational excellence.
• Achieved and surpassed daily sales goals for residential internet solutions (e.g., Verizon FIOS) and mobile products by delivering exceptional, consultative customer service.

• Directed all aspects of video game retail operations, consistently surpassing corporate goals for sales revenue, expense control, and profitability.
• Managed inventory control, shipping and receiving, loss prevention, cash management, P&L, and vendor relations to optimize operational efficiency.
• Recruited, trained, and mentored staff, fostering a high-performance team environment and supporting the development of new managers across the district.
• Oversaw merchandising, POS system management, and report generation/analysis to drive sales and ensure compliance with company standards.
• Monitored sales floor activity to maximize customer service and sales opportunities, and analyzed daily production reports to identify trends and boost productivity.
• Championed sales growth initiatives for new locations and maintained accuracy through regular evaluation of compliance logs.

• Owned and managed a multi-studio entertainment production facility, offering recording, rehearsal, photography, and dance services.
• Oversaw all aspects of business operations, including sales, client relations, scheduling, recruitment, inventory control, and contract negotiations.
• Handled administrative duties, production services, marketing initiatives, and financial management to ensure smooth daily operations.
• Delivered a comprehensive, one-stop shop experience tailored to the needs of creative industry clients.
• Fostered strong client relationships, driving high satisfaction and repeat business.

• Managed technical planning and execution for a cross-platform management system as part of the Demutualization project, integrating data from six pre-existing systems.
• Oversaw data migration and generated analytical reports for the state.
• Collaborated with executive management to define project plans, design system functionality, conduct acceptance testing, and ensure successful implementation.
• Maintained data integrity and system performance throughout the project lifecycle.

• Oversaw all core business and administrative functions, including purchasing, HR, finance, sales forecasting, business development, P&L accountability, and strategic market planning.
• Managed media relations, contracts, reporting, risk assessment, presentations, and customer service within school operations.
• Supervised a staff of 12 and led systems implementation to support a student body of 4,800.
• Drove improvements in under-performing areas, boosting team productivity, optimizing expense reimbursement, enhancing database management, and strengthening student relations.
• Controlled inventory and spending, ensuring operational efficiency and budget compliance.