Customer Service Manager
Resume:
Stephen Puopolo
Malden, MA
*******.*********@*****.***
Summary of Qualifications:
Multi-talented, resourceful senior professional with several years
experience formulating and implementing advanced technology and business
solutions. Skills include: field service engineering, customer service,
operational excellence, quality assurance, project management and Product
Development. In addition, client integration and solution design with
product management and support, training, operations management, policy and
procedure development, and risk and audit controls. Collaborative manager
with correlated success and a proven and effective business leader
possessing detailed knowledge and experience to make an immediate
contribution. Provide oversight and direction to cross-functional teams to
ensure delivery of high quality, timely, value-add services to clients.
Proven ability to effectively manage large scale cross-organizational
projects and tactical initiatives concurrently, delivering a broad spectrum
of products and services, continuously creating value and efficiency.
Professional Experience:
Eastman Kodak Company, Rochester, NY
1977 - 2013
District Field Service Manager 1988 - 2013
. Led daily operations for team of 30 Field Service Engineers United
States/Canada with district revenue stream of $6-$8M annually;
provided customer service with 97% satisfaction rating consecutively
. Oversaw support including: computer storage, internal software,
scanning equipment, medical laboratory analysis equipment and
industrial photo copiers/personal imaging products
. Conducted hiring and performance evaluations of Field Service
Engineers within district
. Coordinated with sales to maintain service maintenance contracts,
supported services and negotiated billing/dispute issues and oversaw
service contracts/negotiated billing discrepancies
. Managed projects, met deadlines and maintained operational costs
within budget and performed parts/inventory management
. Integrated Field Service Engineers from acquired companies; facilitate
and centralize cross functional training, reduce costs and broaden
engineering disciplines
. Partnered with sales and corporate equipment resellers to maintain
customer relations, generate revenue and continuously review business
models/process optimization
. Streamlined Field Service Engineers from various hardware locations
into single group to improve customer satisfaction and reduce
corporate operating costs
. Developed and maintained relationships between resellers and
distributors as field liaison
. Implemented Remote Tech Support Program, reducing costs and improving
response times for clients such as Veteran's Administration Facilities
. Supported several major clients including: Cranel, Inception
Technology, Biz Doc, Micro Images, Image Access, and New Wave
Technology, and CVS Pharmacy
Senior Field Engineer 1977 - 1988
. Assisted District and Zone managers by providing technical expertise
within territories to meet or exceed customers' needs ensuring
continued satisfaction
. Conducted Project Management programs for training, revenue
generation, cost reduction initiatives and product improvement
initiatives; assisted additional Field Engineers providing technical
assistance
. Partnered with management to develop programs to increase customer
satisfaction and monitored and evaluated effectiveness of training and
resulting level of progress
. Assisted management developing programs to increase revenue selling
support services, program updates and equipment uplift; collaborated
with corporate partners to promote value of service contracts
Military Experience:
Massachusetts Air National Guard, Otis Air Force Base, MA
1969 - 1995
Transportation Operations Manager (Master Sergeant/E-7)
. Specialized in transportation logistics during conflict and natural
disasters, providing mobility training of base personnel in compliance
with United States Air Force and Federal Emergency Management Agency
. Oversaw motor vehicle license training of base personnel and
deployment of motor vehicles to support base aircraft operations
. Performed and managed vehicle operations functions and activities
including dispatching, operating, and servicing motor vehicles such as
general and special purpose, base maintenance, and material handling
vehicles.
. Conducted fleet management duties, accounts for vehicle fleet, issues
driver's licenses, and conducts analyses.
. Planned, organized, and directed vehicle transportation to support
operational missions.
. Operates, cleans and services motor vehicles. Conducts pre-operating
vehicle inspections and documents results.
. Coordinated operator maintenance, prepared, reviewed, and maintained
vehicle operator forms, records, and reports on vehicle operation,
inspection, and dispatching activities.
. Performed dispatching duties, controlled equipment and custodial
duties
. Planned and scheduled vehicle operations activities and transportation
support requirements and designated/coordinated shuttle bus and mass
transportation requirements
. Maintained records and logs and compiled operating costs and maintains
expense records, controlled and safeguarded trip kit and packet
supplies and equipment such as national credit cards, tickets, and
fuel coupons.
. Performed fleet management functions, developed base vehicle priority
buy program, priority recall list, and rotation plan.
. Managed work centers, established work methods and performance
standards, developed cost center resource requirement estimates,
allocated and inspected facilities and equipment
. Conducted self inspections, investigated accidents or incidents within
functional areas, coordinated manning requirements with manpower
personnel, negotiates support agreements
. Advised commander, staff, and operating agencies of availability,
limitations, and requirements for motor vehicles and personnel;
reviewed contingency/mobility plans to determine requirements, and
develops checklists
. Serves as liaison with state, local, and host nation authority on
licensing matters; ensures compliance by base agencies
. Managed equipment management system program for vehicle fleet,
developed sources of support for operational vehicle shortfalls;
managed vehicle custodial account and vehicle authorization and
utilization program
. Prepared and defended base level submission for central appropriated
funds procurement of motor vehicles and other budgetary accounts;
monitored and coordinated on military construction projects
. Established local permissible operating distance, evaluated and
approved special requests and reviewed, interpreted, and validated
records, directives, and documents.
. Managed vehicle leasing program and developed and monitored contract
transportation services, coordinating with base contracting.
Technical Skills:
Microsoft Office (Word, Excel, Access, PowerPoint), Service Management
Software
Professional Development:
Kodak Business Conduct 2006, 2012
Sexual Harassment Training 2006, 2010
Global Diversity 2010
Projecting The Quality Image 2000, 2004
Labor Relations 2001, 2007
Health & Safety Management 2002, 2006
Employee Development 2002, 2005
Equal Opportunity Employment Review 2006
Data Privacy 2007, 2008
Corporate Reputation & Accountability 2005, 2009
Education:
Anna Maria College, Paxton, MA
1989
Bachelor of Arts - Business Administration, cum laude
Awards:
Joseph F. Iadarola Service Excellence Award 1999, 2000, 2002, 2003, 2005
National Customer Satisfaction Committee 2005
National Service Manager of the Quarter 2004
Parts Advocate Committee
Field Cost Reduction Committee 2010
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