Customer Service Management

Tom Klingbiel http://www.linkedin.com/in/tomklingbiel/en

*** ***** *****, ****** ** 53593 Cell: 608-***-**** ***.*********@*****.***

FACILITIES AND GROUNDS DIRECTOR

Customer focus, industrious, hands-on operations leader with more than 20 years experience as the business operations leader of facilities and general service for a Madison-based ministry headquarters. Elected to leadership positions in multiple organizations that support conservation and environmental causes. An exemplary leader with keen problem-solving and decision-making skills with the ability to listen, achieve consensus, and develop loyal and productive teams.

LEADERSHIP COMPETENCIES

Facilities Audits and Maintenance

Metrics Measurement

Team Building & Leadership

Organizational Development

P&L Accountability

Customer Relationship Management

Construction and Design

Collaboration

Continuous Process Improvements

Cost Containment / Control

Contract Negotiations

Disaster Recovery Planning

Strategic Business Planning

Vendor Relationships

Procurement & Sourcing

Change Management

Code and regulatory compliance

Landscape Management

Budget Development

Service Delivery

SELECTED ACCOMPLISHMENTS

Developed a highly effective, customer service and goal oriented team that clearly understood its mission and purpose within the context of the InterVarsity’s mission and purpose, achieving a 98% plus satisfaction rating and high team morale.

Secured long-term tenant for commercial rental property: Selected and managed the relationship with real estate firm. Negotiated 20 year lease with net return of 24% of property value and requiring no capital improvement costs. Met goals of both the tenant and owner. Maintained a strong relationship with the tenant through two lease amendment processes.

Property Remodeling: Managed the City of Madison urban design district code compliance process and worked closely with tenant to remodel the facility for specialized use at no cost to InterVarsity.

Space utilization reallocation project: Improved cross-departmental communication and collaboration, eliminated power struggles and facilitated process changes by working with VPs to analyze space needs; establish project targets, expectations, and outcomes; create working teams; develop physical plan options; and implement the solution. Hit all targets on time with 20% better space utilization.

Shipping, warehousing and distribution system: Successfully orchestrated, within a short time from multiple locations, product and material shipments, warehousing, and final distribution to end users at a weeklong conference. After the conference, return shipments were made to three different locations for storage.

Disaster Recovery Plan: Brought all the stakeholders together to identify risks, challenges, objectives and strategy to convinced senior management to make disaster recovery a priority and appropriately resource the development and implementation of a plan. Guided the process to completion and testing.

PROFESSIONAL EXPERIENCE

INTERVARSITY CHRISTIAN FELLOWSHIP USA, Madison, WI 1988 - 2015

$90M national faith based organization working for over 70 years to establish and advance, at colleges and universities, witnessing communities of students and faculty of every ethnicity and culture.

Director, Facilities and Grounds (7/2008 – 1/2015)

Called to lead a support team responsible for office support, mailroom operations, shipping and receiving, warehousing, inventory control, field staff services, ecommerce product fulfillment, building maintenance, building security, grounds maintenance, code and safety compliance, facility audits, capital planning and budgeting. Managed directly and indirectly, 20 personnel and contractors to provide a working environment that supports the staff of the national headquarters, 1,400 field staff, three retreat centers and three university campus facilities.

Director, General Services and Facilities (4/1992 – 7/2008)

Facilities Manager (3/1991 – 4/1992)

General Services Supervisor (9/1989 – 3/1991)

Maintenance Coordinator (6/1989 – 9/1989)

General Services Assistant (12/1988 – 6/1989)

EDUCATION

Bachelor of Science in Business Management

University of Northwestern – St. Paul, St. Paul, MN

ASSOCIATIONS

AMERICAN BEAR ASSOCIATION, Orr, MN Member Since 2008

Dedicated to promoting a better understanding of black bears and all wildlife through education, observation and experience.

Vice President (2015), President (2014), Secretary (2013)

DANE COUNTY CONSERVATION LEAGUE (DCCL), Madison, WI Member Since 2010

One of Wisconsin’s oldest volunteer nonprofit organizations dedicated to the mission of conservation.

Board Member, Vice President and Club Representative to the Madison Fishing Expo

MADISON FISHING EXPO, Madison, WI Member Since 2012

Drawing over 20,000 visitors, the Expo features a diverse lineup of fishing tackle, equipment and boats from the industries' leading suppliers and funds environmental and education efforts in southern Wisconsin.

DCCL Representative on Board of Directors

INTERNATIONAL FACILITIES MANAGEMENT ASSOCIATION Member Since 1992

The world's largest and most widely recognized international association for facility management professionals, supporting more than 24,000 members in 94 countries.

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