1. S T E V E N J. W I E L G O S Z
2 6 8 5 S K L I N E C I R C L E
L A K E W O O D , C O 8 0 2 2 7
S T E V E W I E L G O S Z @ M S N . C O M
3 0 3 - 7 6 3 - 5 6 7 0
OPERATIONS MANAGER/QUALITY IMPROVEMENT/STRATEGIC PLANNING
A results-oriented manager who thrives in fast paced, competitive business with over 25 years’ experience.
Consistently demonstrated expert abilities in diverse industry knowledge, managing high-volume
distribution projects, productivity optimization, team building and motivating. Brings strong
presentation, analytical, and problem solving skills along with an unwavering work ethic, integrity and
sense of accountability and urgency. Able to identify areas of strength and weakness to subsequently
develop and/or implement company policies, standards, operation revision, and leadership tools that
improve efficiency and productivity. Outstanding history of company loyalty and commitment,
adaptability, leadership success, and ability to consistently instill optimism to achieve company goals
and surpass expectations.
 Warehouse Operations Management
 Project & Budget Management
 Production & Delivery Analysis
 Personnel Development & Retention
 Contractor Recruitment
 Dynamic Conflict Resolution
 Cost Analysis & Reduction
 Talent Acquisition & Mentoring
 Meeting Tight Deadlines & Firm
Service Standards
SKILLS AND COMPETENCIES
 Outlook  Independent Contractor Environment (ICE)
 Microsoft Excel  Reveal (Reports and Manifest Program)
 Microsoft Word  Subscriber Interface System (SIS)
 Google Docs  Bellwether Epmx Program (Purchasing and Supply Program)
EXPERIENCE
1994- Nov 2016 Denvr Post Denver, CO
Circulation District Manager
 Train, direct and motivate team of up to 55 employees.
 anaging a 7-day-a-week warehouse operation distributing 5800 units daily, 10500 units Sundays
 Maintaining detailed reports for credits and charges to independent contractors
 Performing bi-weekly fee program to apply credit and charges

2.  Operations budgeting and cost analysis
 Successfully managing both union and non-union employees and/or contractors.
 Expertly building, leading and motivating an efficient team
 Continuously training contract delivery workers and assistant managers
1990-1994 The Denver Post Denver, CO
Customer Service Call Center Manager
 Managed up to 40 employees at one time
 Lowered lost call percentage by 3%
 Maintained 98% or higher satisfaction on calls answered
 Interviewed new applicants for customer service representative positions
 Trained in-house and outside companies’ service representatives on effective incoming call and data
entry procedures
 Worked directly with Sales Department to improve sales and direct to appropriate target areas
 Successfully resolved customer service issues
 Developed and conducted trainings on quality customer service, data entry for representatives and
managers, technical training for new phone and computer systems, and quality improvement.
1984-1990 The Denver Post Denver, CO
Customer Service Call Center Supervisor
 Tripled division revenues for each sales associate.
 Expanded sales to include mass market accounts.
 Expanded sales team from 50 to 100 representatives.
1982-1984 The Denver Post Denver, CO
Customer Service Call Center Representative
 Responded to customer service inquiry calls, quickly assessing consumer needs
 Performed over-the-phone troubleshooting: identified problems, filled service requests, and addressed
problems with a solution-focused mindset
 Handled difficult calls with delicacy, listening attentively while upholding company policy.
ADDITIONAL EXPERIENCE
HammerFinancial
Mortgage Broker
A.L. Williams
Life Insurance Representative (not currently licensed)
Colorado High School Baseball Umpire Association
Umpire

3. EDUCATION & TRAINING
1978-1982 University of Southern Colorado Pueblo, CO
 Majored in Teaching & Physical Education
 350 credits completed
 Education highlights: Education, positive client interface, rapport building, motivating strategies and
techniques, and communication.
Trainings & Conferences
Mountain States Employers Council Coursework: Time management, Conflict Management,
2
Organizational Skills, Problem Solving, Management and Supervisory Skills, Communication
University of Denver - Customer Service Management Course
National Convention for Customer Service Managers
The Denver Post- Continuous management development & training(s)

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