Milton Stroup

Senior Operations Executive with more than 20 years of experience leading multi-site operations and field service organizations by developing exceptional people, strengthening customer relationships, and driving operational excellence. Recognized for building accountable teams, improving business performance, and creating scalable processes that deliver measurable results. Proven success leading geographically dispersed operations, managing financial performance, and partnering across organizations to improve customer satisfaction, operational efficiency, and long-term growth.

District Manager - Kept Companies

(2025-06 - 2026-04)

Led regional operations across eight branch locations with responsibility for customer satisfaction, financial performance, workforce planning, operational excellence, and leadership development.

• Scaled regional operations by evaluating staffing requirements, deploying equipment and field resources, implementing standardized operating procedures, and improving logistics coordination to support business growth across multiple locations
• Standardized delivery workflows and operating procedures using Six Sigma methodologies, increasing consistency and reducing service variability across locations
• Monitored customer service metrics and operational KPIs, implementing corrective actions to improve on-time delivery and customer satisfaction outcomes
• Partnered with customers and internal leadership to ensure successful onboarding, operational readiness, and long-term service adoption across multiple regional locations
• Leveraged AI-assisted tools to develop standardized Statements of Work and operational documentation, improving technician productivity, consistency, and customer communication
• Position concluded due to a company-wide reduction in force

Zone Director, East - Gatekeeper Systems

(2023-10 - 2025-05)

Improved First-Time Fix to 90% and increased Customer Satisfaction by 100% through leadership, coaching, and operational transformation.

• Led regional customer implementations including scheduling, installation, onboarding, training, customer adoption, and long-term operational success
• Developed and presented Executive Business Reviews (EBRs) using KPI trends, customer metrics, project status, and operational performance data to guide strategic decisions and strengthen executive client relationships
• Conducted root cause analysis and implemented corrective actions that improved service quality, reduced recurring issues, and enhanced customer satisfaction
• Reduced service inefficiencies and improved delivery quality by 50% through continuous improvement initiatives and field audits
• Collaborated with internal teams and external vendors to optimize response times, scheduling workflows, and service quality
• Enhanced customer experience, contributing to a 100% increase in CSAT through proactive service management and issue resolution
• Position concluded due to a company-wide reduction in force

National Field Service Manager - Better Engineering

(2022-10 - 2023-10)

Generated more than $2M in parts revenue while leading operational improvements that resulted in a 98% ISO 9001 audit score.

• Oversaw national service delivery programs, coordinating across sales, engineering, and service teams
• Led weekly cross-functional planning sessions ensuring successful project execution and implementation milestones
• Implemented process improvements that resulted in a 98% ISO 9001 audit score, strengthening compliance and quality standards
• Established structured reporting and operational reviews to track performance and identify improvement opportunities

Regional Field Service Manager - Pitney Bowes, Inc.

(2003-10 - 2022-07)

Delivered three consecutive years of revenue growth while maintaining strong SLA adherence and cost control.

• Directed a distributed field service organization of 35 technicians supporting enterprise customer implementations, ongoing service delivery, and executive customer relationships across multiple territories
• Developed and executed capacity planning strategies, aligning workforce resources with regional demand
• Improved workforce flexibility and utilization through cross-training and development programs
• Strengthened vendor and partner performance through structured accountability and performance tracking
• Familiar with mailroom operations from a field technician and field manager's perspective
• Position concluded due to a reduction in workforce due to a company merger

B.S. - Computer Information Systems - Saint Leo University Saint Leo, FL