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Rudy Thompson

@rudythompson

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I lead high-volume contact center operations, escalations, performance improvement, and service delivery.

United States

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What I'm looking for

I'm looking to lead customer care or contact center operations in a high-volume, SLA-driven environment where I can develop teams, improve escalation handling, use operational data to strengthen service delivery, and partner across functions to improve customer outcomes.

I've led customer care operations at Cogent Communications, managing multi-functional teams across inbound escalations, exception management, real-time incident monitoring, and vendor coordination.

I drive SLA, resolution-time, quality, service-level, AHT, CSAT, and productivity performance by monitoring volume, staffing, operational trends, and service risks. I use root cause analysis and process improvements to reduce recurring defects and contain escalations.

Across Sprint and T-Mobile, I progressed from Customer Service Representative to Team Lead and Supervisor, supporting high-volume customer service, billing resolution, account management, queue operations, and last-mile service coordination.

I develop supervisors and specialists through coaching, performance reviews, and structured development planning. I partner with field operations, NOC, vendors, Quality Assurance, Training, and Workforce Management to resolve service exceptions and improve customer outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative

Current

Cisive

May 2026 - Present (4 months)

Reviews student health and compliance documentation for nursing and healthcare programs, including immunization records, laboratory titers, TB screenings, BLS certifications, and proof of health insurance. Responds to customer questions through written support channels and updates account and compliance statuses accurately in internal systems.

Documentation Review Compliance Customer Support Written Communication Data Entry

Manager – Customer Care Operations

Cogent Communications

May 2023 - Apr 2026 (2 years 11 months)

Led a multi-functional customer support team spanning inbound escalations, exception management, real-time incident monitoring, and vendor coordination. Drove performance against SLA, resolution time, and quality KPIs, and conducted root cause analysis on repeat escalations to reduce recurring issues.

Escalation Management Root Cause Analysis SLA Management KPI Tracking Team Leadership Process Improvement Power BI SQL Vendor coordination Data Analysis

Supervisor – Customer Care Operations

Sprint / T-Mobile

Jun 2012 - Apr 2023 (10 years 10 months)

Supervised a high-volume contact center team handling inbound customer support, escalations, billing resolution, and account management. Owned KPI performance across service level, AHT, quality scores, and productivity metrics, and managed escalated customer issues through to resolution.

Call Center Operations Escalation Management KPI Management Coaching Performance Reviews Quality Assurance Workforce Management Training Reporting

Team Lead – Customer Operations

Sprint

Jan 2008 - Jun 2012 (4 years 5 months)

Led daily operations for a frontline customer support team, managing queue coverage, escalation triage, and real-time workload distribution. Coached representatives on escalation handling, customer communication, and system navigation.

Queue Management Triage Coaching Team Leadership Document Management

Customer Service Representative

Sprint

Jan 2000 - Jan 2008 (8 years)

Managed high-volume inbound contacts with a consistent focus on first-contact resolution, accurate documentation, and professional customer communication. Handled escalated account and service issues, demonstrating problem-solving and customer recovery skills.

Customer Service First Contact Resolutions Documentation Problem Solving Communication Skills