Mark Stapleton Email & Phone Number

Chicago

Chicago

Manage the PGL and NSG We Care program. The program consists of following up with customers the day after a field interaction takes place. Currently there are over 450 employees at PGL and NSG making daily calls to customers to gauge their experience with our service technicians. Responsibilities include managing the overall program including conducting weekly meeting with Gas Operations, Construction, Call Center and Customer support areas to drive out pain points, determine root cause and facilitate discussions to drive change that improve customer satisfaction. Manage the Field/Construction Complaints area- responsibilities include responding to customers for all field related activity complaints at PGL and NSG. Interface with Construction, Operations and Restoration departments to develop strategies for responding and resolving complaints.

Chicago

I was recently given a short term assignment to oversee the 2014 Inside Safety Inspection program at Peoples Gas. In February I was assigned to a project team with responsibility of implementing the We Care customer satisfaction initiative at Peoples Gas.

Chicago

Lead a team of 16 employees responsible for dispatching natural gas related emergencies to first responders at both Peoples and North Shore Gas Companies. These orders include gas leaks, poor gas supply calls and carbon monoxide complaints. The Companies response metric is 99.5% arrival time <= 60 minutes.

Mundelein, Illinois

Responsible for directing union workforce in field service activities including gas leak response, regulatory workload, meter sets and changes. Responsible for ensuring all compliance work is completed on time and in accordance with Company procedures. Promote safety efforts within work group in accordance with Integrys plan to achieve top quartile safety performance. Manage field service activities as it relates to system and public improvement projects. Interface with North Shore Gas contractors and general contractors on a continual basis.

Chicago

Manage property damage/personal injury claims made against the Integrys Utilities. Duties include site investigations, identifying and interpreting Company records, retaining expert consultants, conferring with inside and outside counsel, participating in mediations and arbitrations. I have represented Peoples Gas as a subject matter expert and have over 20 depositions to my credit. Managed collectable gas facility damage claims due to third party negligence. I participated in daily negotiations with representatives of the City of Chicago Claims Unit and private Contractors in an effort to reach settlement. I have developed and presented dozens of Lessons Learned presentations to Gas Operations employees.

Chicago

Service Department business analyst, functional liaison to Information Technology Systems Division. Duties include: Conducted and participated in Joint Application Design (JAD) sessions as a means of identifying business processes and requirements during construction of a new Customer Information System. Responsible for identifying business processes and requirements for a new computer aided dispatching system. Played integral role in the selection of both hardware and software vendors. Conducted factory acceptance testing and had responsibility for functional sign off. Coordinated and conducted pilot testing and developed training manuals for 500 field service, clerical and management employees. Functional responsibility for testing interfaces for the service order systems. Provided first line of support at implementation.

Chicago

Supervised unionized clerical and Field Service workforce. In Field Service I was responsible for a group of twenty Service Department employees whose work consisted of all jobs outlined below. I met with contractors on construction projects to identify gas load requirements. Managed the North District Dispatch office and a Union clerical staff of 12-15 employees. Staff responsibilities included data entry of Service and Distribution work tickets and Dispatching responsibilities.

Chicago

Gas leak investigation, meter and regulator installation, gas leak surveys, pipe fitting, gas diversion (theft).identification