Customer Service Operations Manager

Page * Stephen Gundaker - 609-***-**** ad6n40@r.postjobfree.com

STEPHEN T. GUNDAKER, JR.

**** ***** ***** *** *******, TX 78261 609-***-**** ad6n40@r.postjobfree.com

OBJECTIVE Client focused Professional dedicated to bringing an innovative approach to solutions through Leadership and Creativity amongst a collaborative team of energized professionals.

TECHNICAL

SKILLS

Salesforce Experience – 2 to 3 years; Active Trailhead Member and Superbadge for Access Governance, Admin Superset, Approval Process Management, Business Administration Specialist, CRM Analytics and Einstein Discovery Insight Specialist, Case Management, Channel Routing Superbadge Unit, Data Integration, Flow Administration. Google G Suite Proficiency and site manager

Microsoft Office proficiency to include Word, Excel (pivot tables, aggregation, mathematical calculations, modeling), PowerPoint (linking Excel for charts, quantitative data presentation, animations, markup), Publisher, OneNote, Access, OneDrive, SharePoint Scaled Agile Framework (SAFe) training to include Lean-Agile principles and practices. Leading SAFe 6 – SAFe Agilist trained

Atlassian Jira and Confluence Training with end-to-end process services and project documentation. Created, maintained, and managed all project boards, sprints, epics, roles and dependencies. Acted as Jira Service Management Project Admin. Multiple Customer Relationship Management (CRM) Platform SPECIALIZED

EXPERIENCE

14 years of professional experience managing a budget ranging from $250k to $25M annually. As an Operations Manager, exceeded $250k budget to expand greater than 550% with $1.2M Sales.

Specialize in triage and assessment, Peer Review, and Top Tier Support to facilitate favorable outcomes in the most problematic situations. Served as “cleanup expert” to provide innovative solutions when previous methods have failed, or when the situation warrants a more multifaceted approach.

Specialize in developing standard operating procedures and documentation to capitalize upon best practices and lessons learned, swim-lane diagrams, and workflow documentation related to environmental services and maintenance; internal and external daily operations; service call documentation; customer service management; training; and communications.

Training Development Manager responsible for curriculum development, implementation, and management for new hires, advanced technicians, and senior management. Effectively identified, recruited & hired personnel as well as provided training and management oversight.

Highest Customer Rating Available – utilized as Top Tier Client/Team Support to solve the Teams’ most challenging clients/environmental issues. Page 2 Stephen Gundaker - 609-***-**** ad6n40@r.postjobfree.com Adept at Sales Strategy and Proposal Development & scouting for external talent in sub- contracting.

Ability to target essential talent and recruit, train, and develop team members for long-term growth and support. Adept at identifying key personnel attributes and aligning with mission goals to ensure capitalization of lessons learned and expanding best practices within the organization.

Specialize in development, implementation, and compliance for daily operations, procedures, and methodologies to ensure compliance with Federal, State, and Organizational regulations.

EXPERIENCE ULTRASAT

Chief, Operating Officer, Jan 19 to Present

Responsible for creating Multi-Dwelling Unit (MDU) marketing model for arketing in the greater San Antonio, Texas area to create a concierge-based customer support model for all internet, phone and security support. This concierge service created single point of sale service a Leasing Office to be able to get 24/7 service for their residents to obtain services, installation, customer service, and support for internet, cell phones, residential phone and security services. Our team provided customer support for AT&T, Spectrum, and Vivint Services, but alleviated all of the hassle and restrictions for customers to support a more modernized concierge set of services. This model required vendor negotiations, infrastructure and hardware support, as well as a marketing model to create hybrid packages within the area. Leasing agents were able to increase their own profitability by having a fiber bundled service not previously available to them, along with improved customer service to their residents instead of having to deal with normal vendor patronage. This model required a different fee structure, P&L maintenance and standards, as well created a scalable model for Leasing agents to choose from in terms of selecting services. Responsible for material development, branding, marketing, and demonstrating value. Manage customer life cycle and create a long term client relationship that evolved into expanded partnership agreements. Identify and maintain stakeholders with both internal and external partnership team. HEALTHCARE SERVICES GROUP (HCSG)

Account Manager, Oct 17 to Dec 19

Managed both Sun Dance Rehabilitation and Oak Park Rehabilitation Environmental Services Account, to include are personnel and management within Housekeeping, Laundry and Flooring as well as acting as a liaison with Client Management. Provide leadership, mentoring/coaching, support and guidance to ensure that Environmental Services and laundry quality standards, inventory levels, safety guidelines and customer service expectations are met. Ensure compliance with health, safety, Joint Commission

(JCAHO), OSHA, and industry regulatory agencies in accordance. Maintain accurate records of income and expenditures, supplies, personnel and equipment. Ensures that all required in-services are provided and documented for each employee in area of responsibility. Recruit, interview, hire, train, and develop team members to support HCSG mission. Develop, execute, and maintain daily quality control systems. Acts in collaboration with Client Management Team to include Facility Manager and Nursing to ensure the needs of Residents are being met, identify opportunities to improve service as a team, and capitalize on best practices and lesson learned. Oversee inventory for supplies and managed budget to ensure readiness for support. Monitor and maintain operating budgets such as payroll, supplies, equipment, and account management to ensure Profit and Loss

(P&L) growth, compliance within the contract, and optimum management of all resources and supplies. Collaborate with Client Management and personnel to ensure overall mission is met and identify gaps in performance and provide actionable recommendations Page 3 Stephen Gundaker - 609-***-**** ad6n40@r.postjobfree.com to improve service. Established, maintained, and oversaw both internal and external vendor relationships to include contract compliance, timely invoice and payments, as well as overall management for sustainability.

GENESIS ENVIRONMENTAL SERVICES

Owner and Operator, Mar 2015 to July 2016

Owner and Operator responsible for all client interactions, sales, services, training, and business management. Developed client list and expanded services throughout Tri-State, supporting residential and commercial clientele in general pest management, and bird removal. Developed and implemented revolutionary applications in Integrated Pest Management (IPM) and derived business model around precision and responsible pest control. Provided oversight and training for inspection service and compliance reporting for multiple Atlantic City Resorts/Casinos/Hotels to ensure compliance with regulatory guidelines, proper chemical usage, and identified methods for process improvement for various levels within the organization (kitchen, laundry, housekeeping, common areas, restaurants, etc.)

GREEN PEST SOLUTIONS

Route Manager and Training Manager, Aug 2014 to Mar 2015 Route Manager responsible for developing, managing, and maintaining service route for nine (9) technicians servicing commercial and residential clients in PA, NJ, and DE. Provided Top Tier Support for complex pest control situations and problem clients. Developed and implemented Service Training Manual and guidelines. Responsible for leadership, recruiting, training, route consolidation and technical application. Identified gaps in workflow and created Standard Operating Procedures for both operations, training, and technicians to meet client demands and capitalize on value proposition. TERMINIX

Pest Control Manager, Mar 2010 – Aug 2014

Responsible for managing and directing daily operations for all South Jersey Route Technicians and briefing Leadership on Profits and Loss, Best Practices and Lessons Learned, as well as developing inter-regional methodologies to leverage and expand customer service base. Became proficient in DOS based “Mission System”. Responsible for identifying new technicians, conducting interviews, negotiating between technicians and clients and ensuring proper training/mentorship was sustained to optimize client support. Tasked with developing applications and marketing strategies to salvage a historically unsuccessful client route in DE County and brought the Branch to 95% Completion for the first time in Branch History. Promoted to Montgomery Country Route for client expansion and development to create a repeatable process and develop an overall route strategy for problem routes. Developed team to improve client relations and oversaw all hiring, training, and sustainment activities.

ECOLAB

Associate District Manager, Feb 2008 to Apr 2009

Direct Supervisor for fourteen (14) Specialists and Service Manager in the Tri-State Area and supporting suburban and rural areas. Proficient in Profit and Loss and responsible for providing oversight to Service Managers for all aspects of daily/nightly operations. Responsible for calibrating hourly/salaried schedules to ensure compliance with Human Resources Standards to maximize use of time, budget, resources, and identify risk and mitigation strategy within the organization. Responsible for acting in absentia as the District Manager and providing briefings and communication to upper echelon, developing briefings, reports, and developing actionable recommendations to improve operations. Operations Manager, Feb 2007 to Feb 2008

Operations Manager and Bird Control Specialist to develop bird eradication methodology and provide oversight for all bird control projects. Trained and supervised Service Specialists as well as Management Team in NJ, CN, NY, OH, PA, and DE. Managed Page 4 Stephen Gundaker - 609-***-**** ad6n40@r.postjobfree.com original budget of $250k and expanded sales to be responsible for a budget upwards of

$2.4M. Completed over $2.5M of sold client services. Identified subcontracting talent, completed negotiations and developed requisite Statement of Work (SOW)/agreements to complete sensitive projects for clients such as the US Government. Commercial PC Service Specialist, Jun 2004 to Feb 2007 Provided pest control management services to large commercial properties (Borgata, Sands, Street Route in Atlantic City) to include pest control services, bird eradication, client services and customer development, as well as specialized IPM for unique hotel and casino industry clients. Became a proficient operator for handheld documentation devices & became an expert in documentation of services rendered. EDUCATION Atlantic Cape Community CollegeGeneral Arts and Sciences (Mar 2010) Core, Termite and Household State Certification – DE, PA, and NJ (Licensed Operator Jun 2004/Licensed Applicator Mar 2010) – annual license and education renewal AMERICAN INSTITUTE OF BAKING (AIB) TRAINED

New Jersey, Pest Control Specialization Training in Food Service Environment Managed Executive Level customer base support, maintained 10-minute response time 24/7 365 days and ensured compliance with AIB standards and State Guidelines.

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