Summary
Overview
Work History
Education
Skills
Timeline
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James Osenga

Kernersville,NC

Summary

Seasoned Service Manager bringing 25 years of Petroleum Industry, Compliance and Management experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Innovative and goal-oriented Management professional committed to Growth and Product Development. Dedicated team player skilled at mediation and conflict resolution. Drives company growth through solutions based actions.

Overview

25
25
years of professional experience

Work History

Manager of Environmental Operations

Gilbarco Veeder-Root (Insite 360)
12.2019 - 01.2024
  • Achieved departmental goals by developing and executing strategic plans and performance metrics incorporating dashboard metrics via Power BI and internal customer online tools
  • Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth related to professional services
  • Extended knowledge and management capabilities to encompass Automatic Tank Gauge environmental compliance and monitoring using sophisticated technology
  • Launched successfully new product in 2023 and services with thorough market and compliance research, leading to increased revenue growth across top strategic accounts of $500K in reoccurring revenue
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills to ensure quality of service levels

SIR Department Manager

Gilbarco Veeder-Root
09.1999 - 03.2023
  • Promoted from SIR Account Manager to Department Manager where I administered this role for 23 years
  • Successfully managed budgets, P&L objectives and allocated resources to maximize productivity and profitability by maintaining an 80-84% average profit margin for SIR services
  • Achieved company and departmental goals by developing and executing strategic plans and performance metrics (KPI's)
  • Increased team productivity by implementing streamlined processes by leading and participating in Kaizen/Workshop efforts to increase automation of analytical processes by 30% to meet company objective
  • Reduced operational costs through process improvement initiatives and resource management by using outside sources to supplement operating costs
  • Assisted in acquiring new technology and incorporating the software to enhance service efficiency and profitibility
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty while maintaining open lines of communication, and ensuring high-quality service delivery
  • Communicated successfully with EPA state and federal agencies to ensure regulatory requirements were met for both internal and external business purposes
  • Managed and motivated employees to be productive and engaged in work
  • Onboarded new employees with training and new hire documentation and standard work
  • Managed and facilitated relocation of business successfully by moving operations from Lakewood, Colorado to corporate office in Greensboro, North Carolina in 2007
  • Managed large domestic and global customer base at peak of 3,500 accounts and $8 million in reoccurring (RR) revenue from 2000 - 2023 with final count of 1,000+ customers in 2023 with $4K RR
  • Successfully initiated focus prioritization process (FPP) in 2023 identifying business partner and transitioned over 900 customer accounts while maintaining high level profit margin by administering 50/50 profit share agreement
  • Supported sales and marketing initiatives and teams throughout my 25 years of industry involvement to grow and sustain domestic and global revenue

Manager of Fuel Island Operations

Gilbarco Veeder-Root (Fuel Quest/Insite 360)
03.2014 - 11.2019
  • In 2014 expanded SIR Department Manager role to Manger of Fuel Island Operations
  • Expanded role included compliance management, permitting, and Notice of Violation (NOV) services
  • Successfully initiated 2 new product lines through project management and product development expanding growth revenue objectives approximately $4 + million in reoccurring revenue
  • Developed and Implemented and managed global standard work documentation and audit process to monitor quality of services
  • Developed and implemented productivity models for all service assigned service levels to measure resource productivity to maintain financial forecasts related to service revenue
  • Exhibited expert knowledge, conceptual understanding and implementation of Federal, State, and International regulatory guidelines that apply to specific clientele in conjunction with compliance services
  • Provided project management and oversight of key account rollouts in support of new product levels
  • Assist customers to integrate new service features into their business processes and systems
  • Successfully maintained and managed ISO 17020 accreditation and ISO 9001 certification related to domestic and global SIR and compliance services.

Data Analyst/Account Manager

Gilbarco Veeder-Root
12.1998 - 08.1999
  • Provided data analysis for Statistical Inventory Reconciliation (SIR) service focused on environmental leak detection for Underground Storage Tanks
  • Supported account management of a large base of clientele from large strategic accounts to medium and small business operations
  • Utilized statistical methods to analyze, identify trends and patterns in complex datasets using graphical data representation and sophisticated algorithms.
  • Provided actionable insights through root cause analysis and use of comprehensive reports supporting EPA regulatory compliance requirements.
  • Exhibited knowledge, conceptual understanding and implementation of Federal and State EPA regulations associated to Underground Storage Tanks in Conjunction to SIR services
  • Provided point of contact for internal and external customer and service related issues

Education

Master of Arts - Youth And Family Counseling

Denver Seminary
Denver, CO

Bachelor of Arts - Education

Manhattan Christian College
Manhattan, KS
04.1990

Skills

  • Analytical Thinking (data analytics)
  • Budget Management
  • Client Retention
  • Conflict Resolution
  • Cross-functional Collaboration
  • Customer Relationship Management
  • Decision Making
  • MS Office
  • Multitasking and Organization
  • New Employee Hiring
  • Operations Management
  • Project Management
  • Product Knowledge
  • Performance Metrics
  • Performance Evaluations
  • Process Improvement

Timeline

Manager of Environmental Operations

Gilbarco Veeder-Root (Insite 360)
12.2019 - 01.2024

Manager of Fuel Island Operations

Gilbarco Veeder-Root (Fuel Quest/Insite 360)
03.2014 - 11.2019

SIR Department Manager

Gilbarco Veeder-Root
09.1999 - 03.2023

Data Analyst/Account Manager

Gilbarco Veeder-Root
12.1998 - 08.1999

Master of Arts - Youth And Family Counseling

Denver Seminary

Bachelor of Arts - Education

Manhattan Christian College

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James Osenga