Paul Wheeler Email & Phone Number

New York, United States

Northbrook, Illinois, US

Creating exceptional value for customers through right sizing their offerings and services with UL Solutions.

Carlsbad, California, US

* oversee all aspects of 3E’s customer support policies, objectives, and initiatives* achieving our mission to deliver a best in class and consistent customer experience across every interaction between customer and 3E.* define the company’s support strategy in a highly growth-oriented market environment, globalize our support organization and integrate.

Northbrook, Illinois, US

• Manage Regional Customer Service Department of upwards of 30 employees including personnel in Canada, United States, Mexico, and South America Supporting >$1 Billion in customer accounts
• Accountable for overseeing the daily operations of the Customer Service department-Americas Region to ensure satisfactory service levels are maintained and proper procedures for issue resolution are maintained.
• Act as a point of escalation for priority and certificate documentation questions, invoicing, file maintenance, or other support issues and communicate with appropriate resource, department, or management for timely.
• Implemented and maintained Sales Force Service Cloud system as a case tracking system for customer inquiries to make sure SLAs are met
• Moved team from Lotus notes and Outlook to centralized Sales Force – Service Cloud Case tracking system and brought team from a 5 week backlog and thousands of voicemails per month to 0 backlog and near 0 voicemails.
• Assisting primary Customer Service Professionals with identifying opportunities for process improvements within defined processes to make sure customer satisfaction is achieved to improve their experience workign with.

Northbrook, Illinois, US

• Manage Global Customer Service Department of upwards of 25 employees including personnel in Asia, Europe, and the Americas supporting >$20 Million in Customer Accounts
• Accountable for overseeing the daily operations of the Customer Service department globally to ensure satisfactory service levels are maintained and proper procedures for issue resolution are maintained.
• Act as a point of escalation for priority and escalated software, invoicing, maintenance, or support issues and communicate with appropriate resource, department, or management for timely resolution.
• Manage ticketing systems for customer inquiries to make sure SLAs are met
• Act as point of origin for billing of customer annual maintenance and billing inquires.
• Interface directly with customers to resolve serious or unresolved issues as needed.

Northbrook, Illinois, US

• Direct implementation of proprietary WERCS software and associated interfaces and software extension modules for large value customers >$500K
• Mentor Junior Project Managers
• Coordinate client and WERCS personnel to ensure efficient and dynamic progress of implementation
• Concurrently manage multiple projects and clients, including varying levels of complexity and solution needs
• Mange project budgets and timelines to ensure a cost effective and accurate implementation
• Troubleshoot both software and software usage issues in a timely and accurate manner to ensure client satisfaction

Northbrook, Illinois, US

• Direct implementation of proprietary WERCS software and associated interfaces and software extension modules < $500K
• Coordinate client and WERCS personnel to ensure efficient and dynamic progress of implementation
• Concurrently manage multiple projects and clients, including varying levels of complexity and solution needs
• Mange project budgets and timelines to ensure a cost effective and accurate implementation
• Troubleshoot both software and software usage issues in a timely and accurate manner to ensure client satisfaction

San Diego, California, US

• Create GIS drawings and figure sets for various projects, including retail petroleum sites.
• Perform environmental planning and permitting tasks including wetland delineation, US Army
• Corps of Engineers/New York State DEC Joint Permits, SEQR permitting, and New York Department of State Coastal Consistency Assessment.

San Diego, California, US

• Direct project management tasks for several retail petroleum sites and small remedial excavation and Underground Storage Tank removal project.
• Manage project staffing, including scheduling and coordination of field staff and events.
• Develop effective client relations, as well as coordinating and overseeing subcontractors.
• Prepare quarterly status report, and report daily activities to client and State regulators.

• Acted as Client Manager for a small GIS project.
• Managed personnel, scheduling of on site project events, and budget for medium sized environmental monitoring project, as well as preparing quarterly and year end reports.

• Trained staff on operating procedures and IT applications within office.
• Provided end user support for Microsoft Windows, Microsoft Office Suite, hardware and software install, workstation setup, WAN/LAN network setup/troubleshooting, and general technical support.
• Created GIS drawings and presentations using ESRI ArcView suite and other applications such as Adobe Photoshop for various sized and type of projects.
• Developed and maintained Access databases used with multiple Geographical Information Systems for several New York State DEC and Homeland Security projects.
• Established and maintained catalog of geographically based maps in support of office projects.

Land O​ Lakes, FL, US

• Coordinated personnel, scheduling, and budgets during project events. managed the implementation of Health and Safety Plans. Trained staff on operating procedures for environmental sampling. Reviewed and validated.

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor Of Science - Bs, Biology, General