Customer Service Operations Manager

Stephen Castellano

Chester Ave., Annapolis, MD **403

*****************@*****.*** • 610-***-****

OPERATIONS LEADER

Team Builder • Cultural Change Agent

Strategic and hands-on operations professional with a consistent track record of driving cultural transformation, operational efficiency, financial improvement, and team development across complex, regulated, and mission-driven organizations. Known for creating high-performance teams, improving staff retention, and turning around underperforming units. Servant leader who fosters collaboration, accountability, and mutual respect while delivering measurable results in customer experience, financial performance, and organizational growth.

CORE COMPETENCIES

• Operations & Administration across healthcare, human services and customer service industries

• Facilities and Property Management

• Cultural & Organizational Transformation

• Staff Development & Retention

• Financial Oversight & Operational Performance

• Strategic Planning & Execution

• Technology & Systems Optimization (Electronic Health Records)

• Customer Experience & Access Optimization

• Vendor & Contract Management

PROFESSIONAL EXPERIENCE

Philadelphia College of Osteopathic Medicine (PCOM) • Philadelphia, PA

Chief Practice Operations Officer • Jul 2020–Aug 2025

• Led a cultural Metamorphosis emphasizing professionalism, teamwork, and customer-centered service. Staff engagement and morale improved significantly; strengthened a support staff of 35 by instilling shared values and standards.

• Boosted satisfaction ratings from 2.2 to 4.7 stars across ~400 reviews.

• Oversight of three multi-million dollar renovations while remaining open and functional.

• Improved financial performance by streamlining operations, increasing productivity, capturing incentive-based revenue, and applying coding/quality oversight.

• Designed operational workflows that reduced service gaps and enhanced customer experience.

• Introduced performance tracking and aligned incentives with organizational goals.

• Oversaw grant funding, reporting, and successful initiatives (e.g., pharmacist-led diabetes program).

LCH Health and Community Services • Kennett Square, PA

Director of Business Operations • 2016–2020

• Implemented team-based care model, increasing provider productivity by 30%.

• Managed property acquisitions and HRSA-funded construction projects, completed on time and within budget.

• Established compliance framework resulting in top marks on HRSA site visits.

• Aligned operations with strategic goals via dashboards and annual planning.

Elwyn, Inc. • Media, PA

Director, Corporate Business Services • 2005–2013 (two tenures with a gap between 2009–2011)

• Managed 50 buildings, 100+ residential properties, and fleet of nearly 400 vehicles.

• Facilities maintenance team: Boosted internal satisfaction from 70% to 91% through cultural and process transformation.

• Negotiated real estate transactions across four states, avoiding $180K in costs.

• Generated $500K+ new revenue by scaling Elwyn’s commercial laundry business.

Previous Roles Include:

Owner/Operator of two small businesses • Operations Manager for Avis Rent-a-Car, Jag Trading, and a 100-person law firm

EDUCATION

MBA, Saint Joseph’s University

BS, Business Management, University of Scranton

AFFILIATIONS & LICENSES

• Beta Gamma Sigma Honor Society

• Advisory Board Member, SJU Executive MBA Program

• Former Series 7 Licensed Trader

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