Company: Showdown Displays, Brooklyn Center, MN
Company Description: Headquartered in Brooklyn Center, Minnesota, Showdown Displays is a privately-held* global manufacturer and supplier of visual communication, event and display products that was founded in 1999.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Executive of the Year
 Nomination Title: Jim Thomsen
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the nominated customer service executive's achievements since the beginning of 2023, OR an essay of up to 650 words? (Choose one):
An essay of up to 650 words
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video:
- If you are providing an essay of up to 650 words, place it in the following space:
Total 434 words used.
Customer Service Executive of the Year – Jim Thomsen
Jim Thomsen is a visionary leader in customer service, driving exceptional customer experiences, employee engagement, and operational excellence. As a strategic executive, Jim has transformed the customer service function into a key differentiator, ensuring that every interaction strengthens brand loyalty and business success. His leadership has been instrumental in improving CSAT from 87% to 93%, FCR from 78% to 84%, and NPS from 52 to 68, demonstrating his commitment to both customer satisfaction and efficiency.
Jim fosters a culture of engagement and empowerment, prioritizing employee well-being and professional development. Under his leadership, employee engagement has increased to 94%, and attrition has dropped from 18% to 11%. Jim recently deployed a performance based flexible schedule system which allows agents who are high performers to select the shifts of choice based on stated business schedule needs. In addition, by implementing innovative recognition programs, training initiatives, and a mental health awareness program, Jim has created an environment where employees feel valued, motivated, and equipped to deliver world-class service. One of the most impactful initiatives is the “WOW” Recognition Program, which celebrates agents who deliver Legendary Customer Experiences. Here’s how the program works, when a customer provides a glowing review, the recognized agent receives a Golden High-Five lapel pin, which they proudly display on their workstation. This program has become a friendly competition among agents, inspiring them to go above and beyond to deliver exceptional service, creating a win-win-win for employees, customers, and the company by reinforcing brand loyalty. It’s inspiring to walk down the office aisles and see the Golden Glitter from agents’ workstations.
A forward-thinking strategist, Jim is leading the charge in leveraging AI and omni-channel solutions to enhance both the customer and agent experience. He has expanded digital service channels, ensuring customers can interact seamlessly via phone, chat, email, and self-service. His agent support tools have improved resolution times and service quality, positioning the organization at the forefront of innovation.
Beyond operational excellence, Jim is deeply committed to community impact and corporate responsibility. Under his leadership, the team has raised thousands of dollars for local charities, reinforcing a service-driven culture that extends beyond business metrics. His ability to align people, process, and technology has solidified the company’s reputation for Legendary Customer Experiences on every interaction.
Jim Thomsen’s leadership is a benchmark for excellence in customer service, making him a standout candidate for Customer Service Executive of the Year. His strategic vision, commitment to people, and dedication to innovation continue to set new industry standards, creating a high-performance culture that benefits employees, customers, and the business alike.
- In bullet-list form, provide a brief summary (up to 150 words) of up to ten (10) of the chief accomplishments of the nominated customer service executive since the beginning of 2023:
Total 117 words used.
Top 10 Key Accomplishments:
1. CSAT improved from 87% to 93%, enhancing customer satisfaction.
2. FCR increased from 78% to 84%, resolving issues faster.
3. Employee engagement rose from 89% to 94%, strengthening team morale.
4. Cost per contact reduced by 12%, improving efficiency.
5. NPS increased from 52 to 68, boosting customer loyalty.
6. Raised over $100,000 for local charities, reinforcing community support.
7. Launched a mental health program to support agent well-being.
8. Lowered attrition from 18% to 11%, improving retention.
9. Revenue per call grew by 14%, maximizing value.
10. Reduced error rates by 17%, increasing accuracy and efficiency.
These achievements reflect our commitment to excellence, employee well-being, and delivering Legendary Customer Experiences.
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