PROFESSIONAL PROFILE

ROBB THOMPSON
3316 35th Ave S Seattle, WA 98144
Telephone: 206.457.5458 (Home) 206.779.1033 (Cell)
email: robbthompson@outlook.com

SUMMARY OF QUALIFICATIONS

Results-oriented Program/Project Management professional with diverse skills in Customer Service including Curriculum Design,
Service Delivery, Program Evaluation, Risk Mitigation and Logistical Coordination.

Proven skills in proactive initiation, planning, and implementation of complex customer solutions in a detailed manner.

Recognized as a good relationship builder with a clear and confident communication style that allows for the successful
communication of complex technical information with minimal interpretation to a variety of non-technical audiences.

Characterized as persistent yet flexible, working well within fast-paced and ambiguous environments and with diverse purposes

Whole concept oriented as well as tactical. Able to innovate and conduct business effectively to achieve optimal results.

EMPLOYMENT HISTORY
Licensed Mortgage Loan Originator America West Financial

Seattle, WA (2015-Present)

I am licensed by the State of Washington and work directly with customers that are seeking financing to purchase new home purchase
or refinance an existing loan, with access to several lenders and various programs FHA, VA, Jumbo Loans, Reverse Mortgages, etc.;
matching clients to the right loan for them.

Supportability Program Manager Microsoft

Redmond, WA (2013-2015)

Accountable for conducting detailed call driver and issue analysis and translating that into feedback to drive feature requests, functional
requirements and process improvements for our display advertising products and their support experience. Work closely with cross
functional teams in the release of new products, providing feedback and ensuring that support teams have the necessary details to
provide a world class support experience that adheres to team performance metrics. Acknowledged for work done in establishing
tactical, operational standards on the team.

Global Release Manager Microsoft

Redmond, WA (2007-2013)

Responsible for the successful planning and implementation of customer service and technical support of products across multiple work
streams both domestically and internationally. Responsible for the creation of detailed process documentation and management of
information and resources required for the successful support of our customers and partners. Consistently and effectively demonstrated
the ability to step up and own accountability beyond my role. Acknowledged for exemplary work on various product releases.

Sr. Curriculum Planner/Sr. Instructional Designer Microsoft

Redmond, WA (2002-2007)

Responsible for the design, readiness and delivery management of technical support and soft skills curricula for on/near/off shore
technical and billing support agents supporting a wide range of products; utilizing a performance-based structure and adult learning
theory to deliver winning results. Demonstrated strong performance consulting, vendor management and top notch communication skills
with active follow-through. Noted skill in delivering cutting edge training solutions that meet immediate and long term needs of the client.
Winner: Microsoft 2007 Business Impact Award.

Instructional Designer Qwest Communications

Seattle, WA (2000-2002)

Responsible for course design of web-based training; managing training readiness team including representatives from marketing,
media production, and training delivery; conducting and evaluating gap and needs analysis; evaluating training effectiveness.

EDUCATION and TRAINING

Bellevue Community College
Associate of Arts - Merchandising
Associate of Arts Marketing