KENNETH STOPCZYNSKI

11156 Ashburton Drive

Boise, Idaho 83709
(208) 658-1733
(208) 870-0701 Cell
ks73a7be@westpost.net

CUSTOMER/VENDOR RELATIONS MANAGEMENT

EXCEPTIONAL CUSTOMER SERVICE...BUSINESS GROWTH
THROUGH CLIENT MANAGEMENT

I seek to apply my extensive experience in program and customer relations manage

ment within a dynamic and customer oriented company. This organization will be
committed to the highest level of integrity, is growth oriented, and supports te
amwork and quality throughout its culture.
Tradition of Performance Excellence
* Develop & Implement
* Excellent Communication Skills
* Client Relations Management
* Troubleshoot
* Team Building
* Public Speaking & Presentations
* Problem Identification & Resolution
* Business Impact Analysis
* Plan & Organize
* Project Management
* Self-Motivated Independent Worker
* Persuade & Create Buy-In

"I have worked with Ken on a number of engagements at Unisys and have always bee
n amazed at his depth and breadth of skills. Ken has an incredible ability to vi
ew things from both the company's and the client's perspective.
His integrity is without question and he understands the importance of bringing
the value of his experience into any staff or working environment. In my last as
signment, having Ken assigned to my account to work with me was my first priorit
y."
Kevin Thueson, Account Program Manager
Unisys Corp.

Develop & Implement

There was a need to increase technician productivity to improve company profitab
ility. I trained on Click Scheduling software, taught others to use it, and impl
emented use of the software for 30 technicians in four states. Following impleme
ntation, technician productivity increased from 2.6 to 3.6 calls per day - a 40%
increase.
Excellent Communication Skills
The operation of the Prism account required the account manager to perform his d
uties and those of the service delivery manager. I participated in the implement
ation of the account, trained the account manager to perform service delivery ma
nager responsibilities, developed account reporting and mentored the account man
ager. The Prism account was then able to eliminate one account position and stil
l meet all contractual benchmarks.
Client Relations Management
I was required to take over the responsibilities of the Schwab account manager f
or a period
of six months. I prepared customer reports, attended client meetings, updated ca
ll information, initiated service of new products and handled all customer servi
ce issues during the account manager's absence. During this period, the customer
satisfaction ratings were above normal and the account SLA was over 5% above co
ntract requirements.
Troubleshoot
The Project Management Office on the AB account was not meeting the contract SLA
and had a poor customer satisfaction rating. I researched the account and call
history, trained and mentored the service delivery manager on processes, procedu
res and reporting. As a result, the SLA increased by over 10% to meet the contra
ct and customer satisfaction greatly increased.
Team Building
Being spread over 20 states, there was a need for an internal newsletter to info
rm the service management group of changes and news. I solicited articles and wr
ote articles, acted as editor and published the newsletter for two years. The se
rvice management group members were consequently able to share best practices, t
raining information and account news.
Public Speaking & Presentations
My client was charged with conspiracy along with eleven other people in federal
district court. I conducted research, filed motions, interviewed witnesses, and
defended my client during a seven-day jury trial. I convinced the jury that my c
lient was not guilty of the charged offenses, while the other seven defendants w
ho went to trial were convicted and sent to prison.
PROFESSIONAL EXPERIENCE
Unisys Corporation, Boise, ID
Service Delivery Manager
* Responsible for maintaining/exceeding Service Level Agreement and customer sat
isfaction on assigned accounts.
* Traveled to customer sites to assist in implementation of new accounts.
* Resolved service delivery issues for customers and acted as liaison to field o
perations on assigned accounts.
* Developed solutions for a wide range of account issues, and applied skills as
troubleshooter, problem solver and team builder to improve all aspects of relati
ons with accounts.
* Improved account profitability by seeking and implementing ways to decrease ma
npower and part expenses.
* Led team projects, developed, edited and published a communications newsletter
, and earned the Achievement Award for Excellence.
Digital Equipment Corporation, Boise, ID
Project Associate
* Handled service delivery issues for the account and managed installation proje
cts at multiple locations.
* Participated in the financial management of the account.
Lori, Jaspen & Stopczynski, P.C., Iron Mountain, MI
Partner
* Represented clients in litigation, business purchase/formation and general cor
porate legal matters, debt collection and bankruptcy, defense of criminal matter
s at trial and on appeal, divorce and family law matters.
Kenneth M. Stopczynski, P.C., Iron Mountain, MI
Attorney/Sole Shareholder
* Provided counsel for general litigation, business and corporate legal matters,
criminal defense, bankruptcy and collection, estate planning and probate practi
ce and divorce.
David J. Lori, P.C., Iron Mountain, MI
Associate Attorney
* Conducted legal research and handled various stages of personal injury and wor
kers' compensation litigation.
EDUCATION AND PROFESSIONAL TRAINING
Thomas M. Cooley Law School, Lansing, MI
Juris Doctorate
Michigan State University, East Lansing, MI
Bachelor of Science
Muskegon Community College, Muskegon, MI
Associate of Arts
Numerous corporate seminars including project management, problem solving,
communications, teamwork, management, leadership, creative thinking and negotia
tions.

"I have had the pleasure of working with Ken Stopczynski on several IT projects
over the last ten years. Most recently, I was Project Manager for a project wher
eby we had to train 15 new Service Delivery Coordinators in India in a very shor
t timeframe. Ken stepped up to being a key trainer while also managing to perfor
m his regular duties. This took many extra hours and Ken was able to accomplish
the tasks on time and in a very professional manner.
Ken has held several positions within our company and has excelled in all of the
m. His attention to detail and work ethic are amongst his greatest assets. Ken
is highly sought after to assist with large outsourcing deals and I ask for him
by name when
he is available."
John Baldwin, Senior Implementation Manager
Unisys Corporation

"I have known and worked with Ken for the last three years. Ken has always disp
layed a high degree of integrity, responsibility, and ambition. He is definitely
a leader rather than a follower. In addition to his excellent approach to servi
ce and logistics, Ken has proven his leadership ability by standing in for our N
ational Account manager while he was out on medical leave.
He is also a most dependable team player. Ken's good business judgment and matur
e outlook ensure a logical and practical approach to his endeavors."
John Porteous, Vendor Management Program Manager
Charles Schwab & Co., Inc.

"I was fortunate to have had Ken Stopczynski on my team for almost two full year
s. Ken provided the key day-to-day interface, workload assignment, and monitori
ng of more than 30 client service technicians across New Mexico, Arizona, Nevada
and the Sacramento Valley.
Ken is self-motivated with a strong work ethic that includes complete ownership
of his assignment, no matter how large, complex, or how many hours might be requ
ired. Ken proved himself to be an effective and efficient point of contact for
difficult client escalations, making critical decisions and resource adjustments
where required along with keeping management updated when necessary. Through hi
s efforts, my organization consistently met our contractual metrics and delivera
bles to our clients.
Ken was an asset who effectively handled a huge workload and every day made my j
ob easier. He would quickly prove to be an asset to any team fortunate enough to
have him on board."
Ross Starkweather, Client Services Manager
Unisys Corporation