Customer Service Management
Resume:
Michael O. Troupe
*** *** ********** **** * Coatesville, PA 19320 * Phone: 610-***-****
Profile
A facilities and construction management professional with over 20 years of experience supervising all aspects of building operations. Proven record of success through exceptional organizational and problem-solving abilities as well as extensive vendor relations skills. Computer software knowledge in building management systems, space utilization, and project budgeting.
Career Experience
Vice President of Facilities, Philadelphia Freedom Valley YMCA Philadelphia, PA. 2004- 2017
As a part of the Senior Management Team successfully led all facility operations of this 19-branch, non-profit community service organization, serving thousands of members with health, wellness and community programs. Effectively addressed the unique needs of inner city and suburban branches. Projects and accomplishments include:
Developed and implemented monthly risk management audit standards across all branches
Enhanced various policies and procedures regarding safety and overall facility operations
Effectively supervised and completed new construction and renovation projects of more than ten facilities, totaling more than $120 million. Key contributions include:
Partnering with AMERESCO to conduct a full service audit of all YMCA facilities to better understand capital reinvestment needs and subsequently managed $6 million re-investment across 17 facilities
Effectively managed departmental capital budget of up to $5 million annually, consistently remaining 1.5%-4% under budget
Implemented the clean check program across all branches which resulted in the use of monthly software based audit process, propelling the association’s facility score to the highest among YMCAs across the country
Director of Facilities, Harcum College, Bryn Mawr PA. 1999-2004
Responsible for the overall maintenance operation of facilities on this ten-building campus in suburban Philadelphia. Accomplishments include:
Developed and implemented plan to upgrade all campus buildings in accordance with ADA requirements
Successfully marketed and leased campus space to area universities and organizations in an effort to maximize facilities and generate cost recovery income for the college
Primary vendor liaison to ensure timely response for meeting student, faculty, staff and alumni needs
Managed and maintained fleet of five vehicles. Extensive supervision of electrical systems to ensure safe operation
Daily supervision of all HVAC systems ensuring proper, cost-efficient operation
Effectively managed departmental budget of $1.7 million
Assistant Manager, Regal Cinemas, Downingtown, PA. 1999-2004
Responsible for overall maintenance and operation of 16-screen movie theater complex. Supervised a team of eight employees. Continue in a part-time capacity as a member of this team. Duties included:
Multi-task projection room operation and supervision, trouble-shooting as needed
Interior and exterior maintenance of building and grounds
Primary liaison with and supervisor of vendors and cleaning contractor
Effectively and tactfully resolve quality control and customer service issues
Director of General Service, American Red Cross, Philadelphia, PA. 1994-1998
Responsible for overall operation of three company-owned buildings in Philadelphia including a 400-space public parking complex. Successful in implementing facility upgrades while increasing cost-effectiveness. Key accomplishments include:
Supervised completion of $3.5 million headquarter building renovation project
Manage and maintain fleet of forty vehicles
Extensive HVAC system experience incorporating computer software component
Experience with environmental aspects related to renovation, including asbestos removal and under-ground tank removal project
Manage and maintain all aspects of public parking facility, including a fleet of 24 vehicles
Manage extensive inventory and mail distribution systems for eighty member staff
Primary liaison with all facilities vendors including HVAC, electrical, and elevator contractors
Responsible for meeting all needs of three building tenants 24 hour a day, seven days a week
Extensive knowledge of electrical systems with emphasis on preventive maintenance
Experience with building specification and inspection of all related trades and contract services
Assistant Director of Physical Plant, Cabrini College, Radnor, PA. 1988-1994
Daily management of ten person physical plant staff to ensure a clean, safe environment for students, faculty and staff in nineteen campus buildings. Key accomplishments include:
Strong interpersonal communication skills; ability to interact well with students, parents, faculty and staff
Experience with all phases of significant environmental projects including asbestos removal and tank removal and replacement
Ensured regular maintenance and repair schedule for all campus buildings
Established and maintained collaborative working relationship with vendors
Implemented programs to increase building efficiencies and staff productivity
Timely and efficient snow and ice removal as well as extensive lawn maintenance
Managed a fleet of 15 vehicles
Education
Beaumont Comprehensive College, Mandeville, Jamaica, W.I.
General academic curriculum
College of Arts, Science & Technology, Kingston, Jamaica, W.I.
Bachelor of Science in Construction Management
References
Eric Daugherty
Sr. Vice President Business Planning & Analysis
Philadelphia Freedom Valley YMCA
400 Fayette St, Suite 250
Conshohocken, PA 19428
Matthew P. Cabrey
Executive Director of Select Greater Philadelphia
Philadelphia, PA
Joseph Collins
Chief Operating Officer
Philadelphia Freedom Valley YMCA
400 Fayette St, Suite 250
Conshohocken, PA 19428
Mr. Jim White
President
JJ White, Inc.
5500 Bingham St
Philadelphia, PA 19120
John Flynn
Retired CEO,
Philadelphia Freedom Valley YMCA
Donald Best
Director of Business Development
Philadelphia Freedom Valley YMCA
400 Fayette St, Suite 250
Conshohocken, PA 19428
Bruce Ficken
Attorney at Law
Cozen O’Conner
One Liberty Place, Suite 2800
Philadelphia, PA 19103
ac3wpx@r.postjobfree.com
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