Summary
Overview
Work History
Education
Skills
Languages
Affiliations
Accomplishments
Languages
Timeline
Generic

Jaroslaw (Tom) Sopel

Elk Grove Village,IL

Summary

Dynamic leader with over 25 years of experience in the fleet industry, excelling in team leadership, and complex problem solving. Proven track record in enhancing client relations and implementing strategic improvements, leveraging ASE Double Master Certification and high emotional intelligence to drive performance and foster organizational growth. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.

Overview

27
27
years of professional experience

Work History

Manager – Client Services

Wheels / LeasePlan USA
01.2018 - Current
  • Manage day-to-day activities and provide leadership to a team of 12-15 Account Specialists in all aspects of Fleet Management.
  • Mentor, motivate, coach and create goal plans for direct reports, deliver annual performance reviews.
  • Interview, select and onboard new hires.
  • Develop and deliver job specific training.
  • Identify and implement process improvements through interdepartmental collaboration.
  • Support internal and external client relations through cooperation and timely problem resolution.
  • Perform analytics on client data relating to fleet operations to identify trends, opportunities and gaps, make strategic recommendations and create solutions through cooperation with different departments and suppliers. Leverage service offerings to help customers achieve their strategic goals.
  • Work with Account Manager on creating strategic plan of action to improve service delivery and/or clients experience as needed.
  • Communicate across all levels of the organization’s management team and represent the department through internal and external functions, meetings and/or events.

Manager – Maintenance Repair Management

Wheels / LeasePlan USA
01.2014 - 01.2018
  • Manage day to day activities and provide leadership to a Call Center consisting of 70 mechanics.
  • Create and implement work schedules to ensure optimal coverage in relation to workflow.
  • Create and implement quality and productivity standards for Maintenance and Repair Management call center staff.
  • Mentor, motivate, coach and create goal plans for direct reports. Deliver annual performance reviews.
  • Develop and deliver job specific training to the team including coordinating external training with OEM suppliers.
  • Perform payroll and timekeeping functions.
  • Identify and implement process improvements through interdepartmental collaboration.
  • Support internal and external client relations through cooperation and timely problem resolution.
  • Work with the marketing department regarding promotional materials including press releases, articles and sales presentations.
  • Communicate across all levels of organizations management team and represent the department through internal and external functions and events.

Lead Coordinator – Maintenance Repair Management

Wheels / LeasePlan USA
01.2011 - 01.2014
  • Support Mechanical Call Center Management Team.
  • Provide leadership and support to Mechanical Call Center front line team members.
  • Conduct quality control and productivity reviews.
  • Research and conduct coaching sessions and carry out disciplinary actions.
  • Write and deliver Performance Reviews.
  • Analyze inbound call patterns and appropriately staff the department.
  • Manage workflow and when necessary, delegate assignments.
  • Create effective problem and conflict resolutions to external and internal clients.
  • Work with manufacturers and service providers on resolution of vehicle failures.

Trainer/Analyst/Saturday Lead Coordinator – Maintenance Repair Management

Wheels / LeasePlan USA
01.2007 - 01.2011
  • Provide weekend leadership to Call Center associates.
  • Analyzed and staff weekend hour operations based on past inbound call volume trends.
  • Create and provide detailed performance reports.
  • Responsible for high-level after-hours decision making as it relates to vehicle maintenance and repair approvals.

Trainer/Analyst – Maintenance Repair Management

Wheels / LeasePlan USA
01.2005 - 01.2007
  • Create and deliver training programs to new hires of the Mechanical Call Center focusing on automotive technology, systems and resource knowledge as well as customer service delivery.
  • Ensure adherence to company policies and procedures.
  • Ensure proper decision-making processes.
  • Ensure proper productivity and performance levels.
  • Analyze, coach and when needed re-train tenured employees regarding new procedures and software.
  • Working with the Management Team created new standards and developed new training processes and manuals.

Mechanical Coordinator – Maintenance Repair Management

Wheels / LeasePlan USA
01.1999 - 01.2005
  • Answer inbound phone calls from repair vendors, drivers and Fleet Managers regarding passenger, light duty and heavy-duty vehicle maintenance and repair needs.
  • Manage automotive, light duty and medium/heavy duty vehicle repair costs and down time by verifying validity of recommended work, negotiating pricing and setting expectations for completion times.
  • Document service and repair details and invoice reconciliation.
  • Work with clients and vendors regarding conflict resolution.

Education

Automotive Technician - Automotive Technology

Lincoln Technical Institute
Norridge, IL
10.1999

Skills

  • ASE Double Master Certified Technician
  • NAFA Maintenance Management Certificate
  • Performance, Fleet, and customer relationship Management
  • Team leadership
  • Complex Problem Solving
  • Proprietary L-P and Wheels systems such as ePlan and FleetView
  • High Emotional Intelligence
  • Telecommunications
  • AS400
  • Microsoft Office Suite
  • Salesforce/Service Cloud CRM
  • Five9 telecommunication software
  • Quality assurance
  • Performance evaluation
  • Strategic planning
  • Employee motivation
  • Logistics support services
  • Cross-functional collaboration
  • Business performance management
  • Organizational improvement
  • Resource allocation
  • Budget administration
  • Data-driven decision making
  • Talent development
  • Staff onboarding
  • Organizational development
  • Interdepartmental collaboration

Languages

Bi-lingual: Fluent in English and Polish.

Affiliations

  • Diversity, Equity, & Inclusion Committee Member, 2023

Accomplishments

  • LPUSA LLC, WOW Service Award, 2020

Languages

Polish
Native/ Bilingual

Timeline

Manager – Client Services

Wheels / LeasePlan USA
01.2018 - Current

Manager – Maintenance Repair Management

Wheels / LeasePlan USA
01.2014 - 01.2018

Lead Coordinator – Maintenance Repair Management

Wheels / LeasePlan USA
01.2011 - 01.2014

Trainer/Analyst/Saturday Lead Coordinator – Maintenance Repair Management

Wheels / LeasePlan USA
01.2007 - 01.2011

Trainer/Analyst – Maintenance Repair Management

Wheels / LeasePlan USA
01.2005 - 01.2007

Mechanical Coordinator – Maintenance Repair Management

Wheels / LeasePlan USA
01.1999 - 01.2005

Automotive Technician - Automotive Technology

Lincoln Technical Institute

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Jaroslaw (Tom) Sopel