Jonathan Puls Email & Phone Number

Fontana-On-Geneva Lake, Wisconsin, United States

Follow up on Leads generated through RFPs and direct sourcing, and conducting tours/site visits to transition prospective clients to bookings. Develop and secure signed contracts and appropriate addendums. Responsible for pursuing and collecting contractual deposits and final payments. Partner with clients in enhancing experience through securing value added products and services. Establishing and improving relationships with internal partners responsible for executing plans. Responsible for detailing and distributing BEOs for each event. Conducting follow ups during execution phase to ensure clients needs are being exceeded. Partnering with accounting and event managers to ensure proper final billing. Conducting post event follow ups with client to identify areas of opportunity and applying root cause analysis techniques to enhance future client experiences. Partnering with colleagues to identify best practices and areas for additional revenue growth.

Wisconsin

Madison, Wisconsin Area

Led a fleet of 30+ Field Service Professionals across 10 Districts and 5 States, whom serviced 500+ Healthcare Facilities and over 30K annual Product Placements. Managed medical supply inventory of over $500M and limiting overages/shortages to less than $5K per month.Responsible for the hiring of new associates (through Internal and External Sourcing Agencies). Created and implemented individualized on-boarding plans, focusing on strengths of the individual and needs of the organization. Maintained 98.6% employee retention rate for over two years, compared to a national average of 91.5%.Established a Customer First culture, which reduced Customer Complaints within the district, from an average of 6.4 per month to 2.4 per month (national average at 5.7 per month).Developed a thorough tracking and communication process during a critical product rollout, which kept our Commercial and Operations team informed during each phase. As a result, our Service professionals were able to exceed targeted timelines for execution (goal at six weeks and was able to achieve results in 2.5 weeks). This achievement was key to a Service Center being awarded a Team Pillar Award during the 2017/2018 Field Service Global Awards.Co-Developed and Executed national work instructions for Field Service, based on individual Job Aids and Best Practices established within the District.Conducted visual and virtual quality audits on an announced and unannounced basis. Created action plans for non-conformances and deviations.

I created processes and procedures for the Regional Dispatch Team based on Organizational goals and Service needs. Collaborated with every department in Field Service (customer service, operations, Region District Managers and Sales) to ensure each procedure created has positive impacts for the organization.Hired and managed a remote workforce that consisted of 12 Regional Dispatchers across seven states. Zero regrettable turnover during the four years as Dispatch Supervisor.Collaborated with cross-functional teams to implement processes that allowed our national Service workforce to no longer be required from staffing on nights/weekends/holidays, by initiated a third-party courier database.Achieved goals that exceeded performance expectations year over year. Modified Work Instructions based on changes to organization needs.Improved Customer Expectations KPI from 63% On-Time to 80% within one year, and during the same time period, improved Estimated Arrival Time from 50% to 89%With the collaboration of Operations and IT, improved Dispatch efficiency by creating an unique ability to log into the same application more than once at a time. Savings per day averaged 35 minutes per dispatcher, which equated to approximately 45K minutes annually. Savings were correlated to improve dispatch response times by addressing customer needs in a timelier manner.Leveraged expertise in Dispatch Methodology and Field Service KPIs to become a SME during new software system integrations and launch. Participated in several design workshops and was leveraged to facilitate Field Service TrainingIn my first year as Dispatch Supervisor, I received the top award given to Supervisors and Managers at the yearly Global Field Service conference.

Glendale Heights, Il

Elgin, Il

Oversaw the daily routing operation of ~800 In-Home Technicians, across 10 states.Direct oversight of up to 35 employees, across multiple positions.Effectively used Action Plans and Performance Memos to address poor behavior/results.Daily focus on improving Cost per Call, Trips per Repair, Customer Satisfaction, Response Times, Overall Cycle Times and EBITDA.Forecasted Customer Demand across all specialties to determine workforce supply over the course of 1 month to 1 year. Worked with each districts’ management team to match supply with demand.Assisted in focus group studies for new routing software ($15M project).Oversaw the hiring and training of new/existing personnel across multiple positions.ISO/QMS trained; conducted audits to ensure compliance across multiple facets were met and exceeded.Worked closely with remote colleagues daily to ensure customer satisfaction was met, and all areas of opportunity were identified, and action plans were set. Followed up on a consistent basis to ensure needs were met.Co-wrote four White Papers on policies and procedures, along with Work Instructions, for the Region that I supported, which was quickly enacted on a nationwide level.