C Thompson Bio 051915
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Charles Thompson is the operations manager for DIRECTV in Topeka, Kansas. Since taking the role in 2014, he has led improvements in employee engagement and performance, raising the Net Promoter Score from 84.8 to a national record of 94.99 in April 2015. Charles established mentorship and incentive programs that have helped develop top performers, with over half of employees promoted. He also initiated volunteer efforts in the local community.
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Charles Thompson is the Manager for DIRECTV in Topeka, KS. He is responsible for all day-to-day business operations and employee management. Some of his accomplishments include developing mentorship and employee development programs, improving underperforming sites, and starting community volunteering efforts. He highlights metrics like improving work order profits and holding national records for customer satisfaction scores. He brings strengths like integrity, determination, technical expertise, and a philosophy of humility and hard work.
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Charles Thompson is the Manager for DIRECTV in Topeka, KS. He is responsible for all day-to-day business operations and employee management. Some of his accomplishments include developing mentorship and employee development programs, improving underperforming sites, and starting community volunteering efforts. He highlights metrics like improving work order profits and holding national records for customer satisfaction scores. He brings strengths like integrity, determination, technical expertise, and a philosophy of humility and hard work.
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C Thompson Bio 051915
- 1. CHARLES THOMPSON Manager, Operations Topeka, Kansas | (785) 213-9088 With dedication and determination, Charles positively leads changeat DIRECTV whileraising the bar in employee engagement and performance. As operations manager, he empowers his staff to find satisfaction in their jobs and to see that it is possibleto lead with integrity, increaseengagement and deliver extraordinary results. Charles and his team are accomplishingpreviously unattainablegoals at the Topeka location by doingthings the right way and not cutting corners.When he started there in October 2014,their Net Promoter Score (NPS) was 84.8. He and his management team raised the bar to 94.1 and have raised itconsistently ever since,holdingthe national record in April 2015 with a 94.99, the highest in all of DIRECTV. “Humility and hard work on the high road will get you where you need to be. Success looks best from atop the high road!” A champion of the employees, Charles pioneered the Mentorship Program atthe Oklahoma City and Topeka offices,developing and promoting employees to higher levels and buildingtop performers. The program helps employees to gain insightaboutjobs at the next level and see how they fit into the bigger picture. Over half of the employees who participated atOklahoma City have been promoted in the 15 months of the program. Charles also hasinitiated employee incentive programs,such as the 50/50 Club and the 100/100 Club for attainingeither 50 or 100 customer surveys in a row with a Net Promoter Score (NPS) of 100. Technicians receivegiftcertificates,plus plaques or trophies and patches, in recognition of their achievements. One employee who Charles has mentored in Topeka has achieved 200 customer surveys in a row with an NPS of 100. Givingback to the community is partof Charles’s nature.Since there were no volunteer programs in placewhen he started atthe Topeka office, Charles went out into the community and sought opportunities to make a positiveimpact.He found three nonprofit organizations to supportand regularly takes a group of employees to help at Habitat for Humanity, the Topeka Rescue Mission and Harvester’s Food Bank. DIRECTV HIGHLIGHTS Set the national record for Net Promoter Score (NPS), at 94.99 in April 2015, the highest in all of DIRECTV Holds firstplacein NPS in the West/Central region sinceNovember 2014 Sustainingover $20 per work order in Topeka; previously earned $4 to $6 per work order Mentored the firsttechnician to attain 200 surveys in a row with an NPS of 100 Attained the top spot in Protection Plan take rate, with over 80 percent take and 98 percent stick rate CAREER GROWTH Manager, Operations, Topeka, DIRECTV Supervisor,Field Operations,Oklahoma City, DIRECTV Master Tech, Multiband/Directech Marketing/Auditing, CableOne Store Manager, Rent-A-Center Specialist,U.S. Army EDUCATION Coachingand Leadership Essentials 1 Coachingand Leadership Essentials 2 CODE