Customer Service Quality Assurance

GARTH YOUNGS

**** ******** *****, ** ****** Hills, CA 95762

916-***-**** ********@*******.***

PRODUCTION MANAGER

I am seeking a challenging position that would utilize my Management, Scheduling, Press Production,

Bindery, Graphics, Purchasing, Forms Control, and/or Materials Warehousing knowledge and abilities.

QUALIFICATIONS

20 plus years in the Printing Industry with 15 plus years of management and leadership success. Strong

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emphasis on overall profitability.

Dynamic administrator, personnel management, safety training, vendor relations, contract administration

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and customer service.

Proven leadership, communication and motivational skills.

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Strong financial analysis and problem solving skills.

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OCCUPATIONAL FIELDS SUPERVISED

Printing & Reproduction Micrographics Auditing & Billing

Graphics & Composition Customer Service Engineering Reproduction

Electrical Assembly (Aerospace) Literature Fulfillment Forms Control

CAREER HISTORY/HIGHLIGHTS

DST OUTPUT (KELLY SERVICES) 2009 – 2010

Process Quality Assurance, Quality Representative. Perform random statement audits on mail ready statements

to ensure customer specifications and quality processes are followed. Verify and report adherence to established

quality processes for:

• Print color validation, alignment, and overall quality to include cuts and folds.

• Specified paper, inserts, and envelopes are utilized.

• Validate post net barcode is within USPS gauge specifications. Input results in database and follow

automated e mail and phone escalation process for reporting of all exceptions to management.

XEROX CORPORATION 1998 – 2009

5 years as Customer Account Manager. Responsible for management of up to 40 individuals involved in a 24

hours a day, 7 days a week, Print On Demand facility for HP Roseville. Monitor, track and report daily on time

delivery and other production statistics. Focal contact for customer, participate in monthly communication

meetings with the customer, produce monthly billing with 100% accuracy and timeliness.

• Production of more than 152.5 million impressions per year with revenue of $5.6 million annually and

48% post sale gross profit.

• Reduced DSO, days sales outstanding, to 37.6 days, which was the 2nd lowest in the Nation.

Improved customer satisfaction results to “very satisfied” by improving the quality, response, and on time

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delivery increased from 88% to 99% on more than 5,600 orders produced in 6 months.

• Conducted weekly team meetings to instill “pride” and a positive “can do” attitude.

6 years as Account Associate.

1 year providing DocuCare/Key Operator maintenance on approximately 180 self service copiers within Sutter

Medical from Woodland and Davis to Sacramento and Galt.

• Reduced equipment downtime and improved customer satisfaction.

5 years in production of on demand duplicating within a 2 person account at the UC Davis Medical Center.

• Daily customer contact.

• Daily production from electronic files/hard copy of various documents. Produced 259k black & white

copies plus an additional 93k color and 21k black & white copies on a color copier in one month.

GARTH YOUNGS

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• Daily billing calculation and database input of over 600 requests monthly.

• Perform equipment maintenance.

• Set up and operate various pieces of bindery equipment.

• Track consumption and order all consumable supplies.

• Perform monthly site billing on time with 100% accuracy.

FRANKLIN TEMPLETON DISTRIBUTORS, INC. 1988 – 1997

Publishing Production Manager. Responsible for production scheduling of eleven presses, bindery, purchasing,

inventory control & warehousing, billing, supervising a staff of 40, report creation, QC/QA, vendor relations and

customer service.

• Improved overall production totals every year for 9 years as Manager.

• Coordinated Pre Press, Press and Bindery operations to ensure efficient/productive workflow and effective

equipment utilization.

• Reviewed and modified press procedures saving $189,000 plus annually versus previous production

methods.

• Researched and upgraded press capabilities and operators skills which increased production by 50%.

• Established checks and balances to verify accuracy of vendor invoices eliminating duplicate payments.

• Developed and implemented QC/QA procedures which greatly improved quality and customer satisfaction

while minimizing waste.

• Developed and implemented computer based systems for inventory and internal billing.

• Reduced overtime costs through more effective scheduling of personnel.

• Developed, implemented, and conducted specialized safety and Hazmat/Hazcom training to ensure

compliance with state and federal laws.

FORD AEROSPACE & COMMUNICATIONS CORPORATION 1981 – 1988

Unit Supervisor, Power & Control Assembly. Responsible for production scheduling of 12 to 26 electronic

assemblers for space equipment (17 Months)

• Met manufacturing schedule requirements to attain multiple program milestones under budget.

• Review/modify assembly process to maintain hardware budgets.

• Worked with Quality Assurance to improve quality and minimize Discrepancy Reports.

1981 – 1986 as Unit Supervisor, Print Shop/Reprographics. Responsible for 10 to 15 employees engaged in

offset printing, micrographics, photo duplication, plate making and bindery. (2.5 Years)

• Classified Department of Defense printing facility for various military space programs (Top Secret).

• Responsible for 12 to 18 employees engaged in photo duplication, blueline (Diazo), microfilm, microfiche,

microprint and bindery. (2.5 Years)

• Placement, maintenance and supplies for 120 plus Self Service and Direct Contract copiers.

• Researched and implemented cost effective methods and procedures saving $250,000 plus annually.

• Developed and implemented effective written training procedures and inventory controls.

OTHER ABILITIES

Established and maintained Annual Operating Budgets and reporting. Established internal billing systems and

Forms Control processes. Personnel motivation and development. Developed and implemented personnel

position descriptions. Established equipment maintenance programs to minimize downtime. Performed manpower

and time cost studies.

OTHER ACCOMPLISHMENTS

Increased weekly revenues from $12,000 $16,000 range to $16,000 $21,000 without additional staffing or

overtime requirements. Performed design layouts for In House and commercial printing operations. Assisted in

the training and development of personnel to increase capabilities. Established forms control systems. Planned

for and coordinated the move of several printing operations to minimize downtime, vending and costs.

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