Tawny Thompson

I’m a client services account manager and operations leader with over 17 years of experience in high-profile account management, sales operations, and process optimization within the workers compensation industry. I develop boutique customer experiences, resolve complex escalations, and deliver comprehensive data analytic reports focused on cost savings/revenue, customer data management, and performance audits.

In my current role, I serve as a primary liaison for internal and external customer communications across nationwide account segments, and I co-authored the One Call Standard Operating Procedure Manual while leading departmental optimization efforts. I also recruit, train, and onboard remote employees with an extremely high success rate, including maintaining a professional virtual atmosphere from a home office starting in 2017.

Previously, as an Operations Supervisor, I supervised upwards of 30 care coordinators across multiple diagnostic operation teams (Intake, Scheduling, and Special Accounts). I traveled to Hyderabad, India to deliver comprehensive hands-on training to a newly acquired service team, consistently improved standard operating procedures, and earned “Best Supervisor - Red Carpet Division” for four consecutive years.