Project Manager Customer Service

MARGE WHITE

**** * ******* ****** ***********@*****.***

Littleton CO 801**-***-*** 5235

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SUMMARY OF QUALIFICATIONS:

Seasoned print, direct mail, e commerce direct marketing production professional with over 20

years of account/client services, project management, operations management and financial

accounting. Possess extensive technical and project knowledge in all areas of print, data,

e commerce, direct mail and fulfillment production.

EXPERIENCE:

DMX Direct, Littleton, CO 2/1996 – 4/2010

ASSISTANT VICE PRESIDENT OF OPERATIONS

• Managed and directed all daily operations of production, client services and accounting while

servicing major client accounts. Achieved 10-20% growth and profit each year through sound

business decision-making and problem solving.

• Continually implemented processes and resources to improve performance and quality to

achieve near 100% quality and deadlines adherence.

• Identified historically out-sourced production services and migrated work to internal operations

resulting in improved service levels, profits, personnel and equipment utilization. Developed

processes and personnel to successfully bring operations in house.

• Researched and negotiated acquisition of resources; digital printers, inserters, finishing

equipment, postal meters and industry software.

• Researched, selected and managed working relationships with vendors; print, web and direct

mail vendors for on-going client projects; negotiated prices, monitored costs and schedules.

• Responsible for development of complex job cost, pricing and budget models to analyze and

determine client contract pricing and P&L.

• Accountable for internal sales, new client account development and program development.

Required extensive client interaction to understand their marketing needs and provide and offer

best service solutions.

• Responsible for directing team of project managers, designers, data programmers, and

fulfillment personnel.

• Developed financial and production tools; estimating, pricing, job costing, accounting,

scheduling and work orders.

• Responsible for oversight of all financial transactions, P&L of company; supported accounting

with bank and postage reconciliations, AP/AR/PR, journal entries, GL reconciliations and month-

year end closes.

• Developed and maintained company budget, forecasting and project management tools.

• Analyzed all financial transactions; project estimates, quotes, job cost reports, invoices, daily

transactions and financial statements to improve profit margin 2-5%.

SENIOR PRINT AND MAIL ACCOUNT / PROJECT MANAGER

Responsible for planning and executing large volumes of complex time dated Print DM projects for

financial services, mutual fund, casino, telecommunications and health care clients. Demonstrated a

high attention to quality, detail and customer service resulting in 100% client retention on

company’s most complex customer projects.

• Developed comprehensive knowledge of mutual fund, health care, telecommunications and

casino industries, including statement processing, regulatory print and mail of financial reports,

SEC EDGAR filings, VDP and B-to-B / B-to-C marketing.

• Reviewed project specifications with clients to generate project estimates / quotes and schedules.

• Researched and selected vendors and internal resources required for projects by reviewing

specifications, budgets, deadlines and schedules to benefit client and/or company.

• Responsible for oversight of on-going DM print, production, approvals, postage, invoicing, and

inventory requirements.

• Managed vendor negotiations to reduce acquisition costs and increase revenues.

• Maintained fulfillment inventory controls and reorders

• Managed procurement process to ensure all vendors under specified agreements and up to date.

• Worked with Database Manager on database builds, modeling, mail frequency, postal cleansing,

and implementation of unique client business rules.

• Maintained strong communication with internal / external resources and clients to ensure all

specifications, schedules and requirements were executed according to plan.

• Maintained internal accounting and job procedures (completing required purchase and work

orders, obtaining necessary approvals, generating job invoices, approving vendor invoices and

postage transactions) for projects.

• Collaborated with clients and creative departments on new package formats and designs for most

economical print and mailing costs.

• Performed proof reading of all DM copy and financial statistics. Continually demonstrated ability

to find typos before and after client proof approvals.

• Generated and maintained annual and project budgets for clients programs.

• Performed pre-press, press, bindery and mailing vendor quality checks.

• Served as company’s direct mail, data, print, fulfillment and postal expert with 20+ years

hands-on technical/operation managerial experience. Extensive knowledge of industry equipment

specifications, speeds and operations.

Strategic Mail – VIP Print Inc, Denver, CO 1/1989 – 1/1996

PRINT AND DIRECT MAIL GENERAL MANAGER

• Developed and implemented business applications, processes, facility layout and systems for

business start up.

• Set up and implemented accounting, production and inventory software.

• Responsible for scheduling all jobs in pre-press, press, bindery and mail departments.

• Hired, mentored and trained all personnel.

• Managed all daily operations, scheduling, personnel and financial oversight.

• Served as account/project manager on large national client accounts.

• Organized consolidation three separate companies for corporate merger.

• Worked directly with USPS for acceptance of daily mailings and postal paperwork.

• Performed accounting reconciliations of all postal transactions, including stamp, meter and permit

reconciliations.

Solar Press, Naperville, IL 1/1985 – 12/1989

PRINT ESTIMATOR, OPERATIONS ASSISTANT, ACCOUNTANT

• Reviewed project specifications and developed estimates for printing and mailing projects.

• Responsible for researching job cost variances and communicating findings and process change

recommendations to senior management.

• Served as A/P accountant, assisted with JE, month-year end close and IRS audits.

• Managed paper inventory for $20,000,000 company. Assisted purchasing manager with acquisition

of materials and inventory. Executed purchase orders and negotiated terms and volume pricing.

• Served as assistant shift and quality control supervisor of press and bindery departments.

SOFTWARE AND SKILLS:

• Accounting: MAS90, Peach Tree, Pro-Mail

• Adobe: Photoshop, Illustrator, In Design

• Microsoft: Excel, Word, PowerPoint, Access

• Other: ACT, GMC, Interlink PURL and Fulfillment, Base Camp

Postage Regulations and Accounting

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Data Hygiene, Selects, File Layouts, Mining, List Acquisition

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Variable Data Personalization (VDP) and Versioning

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Inventory Management and Control

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Equipment / Vendor Capabilities and Specifications: Data, Pre Press, Sheet & Web Press, Digital

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Printers, Bindery, Mailing, Fulfillment, Thermal Card, Envelope Manufacturing

Job Costing, Estimating, Quoting, Budgeting and Forecasting

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Program / Package Analysis, Planning, Implementation and Statistical Analysis

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EDUCATION: BA Business Management, North Central College, IL 1984 cum laude

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