Christine L. Thompson

Industry Marketing Manager

56 Hillcrest Boulevard § Warren NJ 07059
(H) 908 668-9034 § (O) 908 953-2234
cthompson3@avaya.com

Results-oriented business professional with excellent computer, communication, and customer relations skills. Knowledge of project implementation, corporate processes, and call center operations with extensive experience interacting at all levels. Able to work effectively under pressure and with deadlines, both independently and as a group or team member. Creative, energetic, and enthusiastic with a strong focus on both the internal and external customer.

SOLUTIONS MANAGER
Industry Solutions Marketing Team
Avaya Inc.

Responsible for marketing activities supporting sales to High-Tech Manufacturing customers. Work with various marketing teams to produce marketing materials and improve the Web presence of Avaya Industry Solutions. Develop, coordinate, and host a number of interactive customer events, including focus groups, Webinars, and breakfast seminars that position the Avaya Solutions in a High-Tech Manufacturing context. § Participate in all steps of the High-Tech and Retail Voice of the Customer process. Interview various High-Tech and Retail companies to gain an understanding of their supply chain operations and communication with customers, suppliers, and internal associates. This project will result in an improved understanding of communication and business requirements of High-Tech and Retail companies that will be used to drive Avaya Research and Development in the most accurate direction for meeting customer needs. § Represent team as liaison to the InAAU Executive Board and planning committees. Participate in planning sessions, communicate developments, and voice suggestions and concerns. § Participate on behalf of Avaya’s Industry Solutions Team in various national and local trade shows. Meet with customers, position Avaya Solutions in an industry context, and transition customer to product teams. § Actively participate in DeveloperConnection Program meetings as a representative of the Industry Solutions Team. Review candidate proposals and provide industry feedback to DevConnect director and staff. § Worked with other Industry Solutions Managers to support the Avaya Beat Nortel campaign. Provided the Avaya High-Tech Manufacturing Value Proposition and competitive advantage matrix for the industry. This content was used in an Avaya- wide initiative to take share from our competitor resulting in an aggressive incentive program to increase sales. 10/99 - 10/00 Avaya Inc. Worldwide Operations and Services Staff WEB APPLICATIONS MANAGER Responsible for the project management and ongoing development of Project Voyager, a Web-based application used to track Avaya’s monthly revenue realization, alert management of revenue jeopardies, and track and report on employee performance metrics. § Application is used by Avaya associates nationwide and has an estimated user-base of 6,000+ with an annual development budget of over $1M. § Voyager has replaced multiple legacy systems and has linked the sales funnel, the order entry group, the factory, and project managers to streamline provisioning processes. § Managed the ongoing development of the application, the development team, and the end- user helpdesk support team. § Chaired end-user steering committees and worked with leadership to define new requirements and ensure development resources were utilized effectively. § Worked with organizational liaisons to launch new user groups and ensure end-users were appropriately trained on the application. § To date, Project Voyager has delivered a quantified value of $1M+ to the business. This value has been achieved through process automation and employee productivity improvements. § Voyager won the 1999 Gold President's Award for Team Excellence. § Lead the automation of the Field Services Organization’s Customer Satisfaction process, including development of an online customer feedback interface and real-time display of project-level results in Voyager. 08/97 - 10/99 Lucent Technologies National Customer Care Centers (NCCC) NATIONAL ASSISTANT TECHNOLOGY MANAGER Provided support to the National Technology Manager on the launch, management, and ongoing development of Project Voyager. § Managed all field communication to the end-user community, the development team, and upper level management. Supported the NCCC on all Voyager- related matters, including database administration and minor server issues. § Performed ad-hoc database development and analysis and developed system reports for both the NCCC and Sales organizations. Managed the NCCC compensation process. § Transitioned responsibilities to incoming manager including application training. § Presented Executive Summary to National Vice President to assist in making compensation payout decisions. NATIONAL STAFF ASSISTANT MANAGER Served as training coordinator for National Customer Care Center (NCCC) coaching curriculum. § Managed vendor relationship and contract. § Implemented and managed a national training program. Implemented new vacation scheduling process in the Parsippany, NJ Care Center, a union-represented location. § Met with union representatives to facilitate smooth transition. § Ensured process did not violate the union contracts with the IBEW and CWA. § Designed and developed employee vacation selection package. § Served as subject matter expert on the new process. ADMINISTRATIVE ASSISTANT Managed a National Customer Care Center (NCCC) tax team of four with responsibility for managing the NCCC tax, compensation, and payroll processes. § Served as liaison to the team managing SAP - Lucent's back-office accounting system. § Managed entire NCCC compensation process and self- trained in use of CASPER -- a legacy back-office accounting system. § Initiated process of Electronic Voucher Interface implementation throughout the NCCC. § Worked with Staff Director and consultant to plan and run the 1998 National Cash Management Conference. § Developed and organized payroll process for national team and self-trained in use of METER -- Lucent's employee time reporting system. § Managed temporary clerical staff. § Supported National Vice President and Staff Director as well as National Staff members on various projects including the design and development of monthly Operations Review. COMPUTER SKILLS: Proficient in the use of Microsoft Office products including Word, PowerPoint, Excel, and Access as well as a wide variety of other software packages. Extensive graphic and layout design experience. Web site design and development. Web application testing. EDUCATION: BACHELOR OF ARTS - ECONOMICS, May 2000 Fairleigh Dickinson University, Madison, New Jersey GPA – 3.5 / 4.0 ASSOCIATE IN ARTS - HUMANITIES/SOCIAL SCIENCE, January 1995 County College of Morris Randolph, New Jersey Graduated with Honors – GPA 3.52 / 4.0 AWARDS & ACTIVITIES: § Certified Emergency Medical Technician, State of New Jersey 2001 § Member, Warren Township Rescue Squad, Warren, New Jersey 2001 § Member, Women in Lucent Leadership 2000 – present § Member, Alumni Association, Fairleigh Dickinson University 2000 – present § BCS President’s Award for Team Excellence, Project Voyager 1999 § Dean’s List, Fairleigh Dickinson University 1998 – 1999 § Member, Alumni Association, County College of Morris 1995 – present § Dean’s List, County College of Morris 1992 – 1994 § Member, United States Power Squadron 1987 – present CHRISTINE L. THOMPSON 56 Hillcrest Boulevard § Warren NJ 07059 (H) 908 668-9034 § (O) 908 953-2234 § cthompson3@avaya.com PROFILE: Results-oriented business professional with excellent computer, communication, and customer relations skills. Knowledge of project implementation, corporate processes, and call center operations with extensive experience interacting at all levels. Able to work effectively under pressure and with deadlines, both independently and as a group or team member. Creative, energetic, and enthusiastic with a strong focus on both the internal and external customer. EXPERIENCE: 10/00 - Present Avaya Inc. Industry Solutions Marketing Team SOLUTIONS MANAGER Responsible for marketing activities supporting sales to High-Tech Manufacturing customers. Work with various marketing teams to produce marketing materials and improve the Web presence of Avaya Industry Solutions. Develop, coordinate, and host a number of interactive customer events, including focus groups, Webinars, and breakfast seminars that position the Avaya Solutions in a High-Tech Manufacturing context. § Participate in all steps of the High-Tech and Retail Voice of the Customer process. Interview various High-Tech and Retail companies to gain an understanding of their supply chain operations and communication with customers, suppliers, and internal associates. This project will result in an improved understanding of communication and business requirements of High-Tech and Retail companies that will be used to drive Avaya Research and Development in the most accurate direction for meeting customer needs. § Represent team as liaison to the International Alliance of Avaya Users Executive Board and planning committees. Participate in planning sessions, communicate developments, and voice suggestions and concerns. § Participate on behalf of Avaya’s Industry Solutions Team in various national and local trade shows. Meet with customers, position Avaya Solutions in an industry context, and transition customer to product teams. § Actively participate in DeveloperConnection Program meetings as a representative of the Industry Solutions Team. Review candidate proposals and provide industry feedback to DevConnect director and staff. § Worked with other Industry Solutions Managers to support the Avaya Beat Nortel campaign. Provided the Avaya High-Tech Manufacturing Value Proposition and competitive advantage matrix for the industry. This content was used in an Avaya-wide initiative to take share from our competitor resulting in an aggressive incentive program to increase sales. 10/99 - 10/00 Avaya Inc. Worldwide Operations and Services Staff WEB APPLICATIONS MANAGER Responsible for the project management and ongoing development of Project Voyager, a Web-based application used to track Avaya’s monthly revenue realization, alert management of revenue jeopardies, and track and report on employee performance metrics. § Application is used by Avaya associates nationwide and has an estimated user-base of 6,000+ with an annual development budget of over $1M. § Voyager has replaced multiple legacy systems and has linked the sales funnel, the order entry group, the factory, and project managers to streamline provisioning processes. § Managed the ongoing development of the application, the development team, and the end-user helpdesk support team. § Chaired end-user steering committees and worked with leadership to define new requirements and ensure development resources were utilized effectively. § Worked with organizational liaisons to launch new user groups and ensure end-users were appropriately trained on the application. § To date, Project Voyager has delivered a quantified value of $1M+ to the business. This value has been achieved through process automation and employee productivity improvements. § Voyager won the 1999 Gold President's Award for Team Excellence. § Lead the automation of the Field Services Organization’s Customer Satisfaction process, including development of an online customer feedback interface and real-time display of project-level results in Voyager. 08/97 - 10/99 Lucent Technologies National Customer Care Centers (NCCC) NATIONAL ASSISTANT TECHNOLOGY MANAGER Provided support to the National Technology Manager on the launch, management, and ongoing development of Project Voyager. § Managed all field communication to the end- user community, the development team, and upper level management. Supported the NCCC on all Voyager-related matters, including database administration and minor server issues. § Performed ad-hoc database development and analysis and developed system reports for both the NCCC and Sales organizations. Managed the NCCC compensation process. § Transitioned responsibilities to incoming manager including application training. § Presented Executive Summary to National Vice President to assist in making compensation payout decisions. NATIONAL STAFF ASSISTANT MANAGER Served as training coordinator for National Customer Care Center (NCCC) coaching curriculum. § Managed vendor relationship and contract. § Implemented and managed a national training program. Implemented new vacation scheduling process in the Parsippany, NJ Care Center, a union-represented location. § Met with union representatives to facilitate smooth transition. § Ensured process did not violate the union contracts with the IBEW and CWA. § Designed and developed employee vacation selection package. § Served as subject matter expert on the new process. ADMINISTRATIVE ASSISTANT Managed a National Customer Care Center (NCCC) tax team of four with responsibility for managing the NCCC tax, compensation, and payroll processes. § Served as liaison to the team managing SAP - Lucent's back-office accounting system. § Managed entire NCCC compensation process and self-trained in use of CASPER -- a legacy back-office accounting system. § Initiated process of Electronic Voucher Interface implementation throughout the NCCC. § Worked with Staff Director and consultant to plan and run the 1998 National Cash Management Conference. § Developed and organized payroll process for national team and self-trained in use of METER -- Lucent's employee time reporting system. § Managed temporary clerical staff. § Supported National Vice President and Staff Director as well as National Staff members on various projects including the design and development of monthly Operations Review. COMPUTER SKILLS: Proficient in the use of Microsoft Office products including Word, PowerPoint, Excel, and Access as well as a wide variety of other software packages. Extensive graphic and layout design experience. Web site design and development. Web application testing. EDUCATION: BACHELOR OF ARTS - ECONOMICS, May 2000 Fairleigh Dickinson University, Madison, New Jersey GPA – 3.5 / 4.0 ASSOCIATE IN ARTS - HUMANITIES/SOCIAL SCIENCE, January 1995 County College of Morris Randolph, New Jersey Graduated with Honors – GPA 3.52 / 4.0 AWARDS & ACTIVITIES: § Certified Emergency Medical Technician, State of New Jersey 2001 § Member, Warren Township Rescue Squad, Warren, New Jersey 2001 § Member, Women in Lucent Leadership 2000 – present § Member, Alumni Association, Fairleigh Dickinson University 2000 – present § BCS President’s Award for Team Excellence, Project Voyager 1999 § Dean’s List, Fairleigh Dickinson University 1998 – 1999 § Member, Alumni Association, County College of Morris 1995 – present § Dean’s List, County College of Morris 1992 – 1994 § Member, United States Power Squadron 1987 – present

Links of interest:

Email address: cthompson3@avaya.com