Customer Service Manager
Resume:
Kenneth A. Dunaway email:
*******@*****.***
**** ****** ***** *****, **** Worth, TX 76140 cell:
Summary of Qualifications
High energy individual who achieves both personal and professional
excellence. Practices sound fiscal management. Maintains exceptional
personal and business ethics, and is incredibly focused on outstanding
quality and bottom line accountability.
Professional Experience
2009 to 2010 Instructor for Printing and Graphic Arts; Department of
Corrections, Manager of CDCR Printing and Manufacturing Facility
Provided curriculum and personal experience based instruction to
inmates in all areas of desktop/digital imaging, design, graphics file
development, composition and page makeup, and printing. Classroom
instruction and rehabilitation facility desktop digital print
production department is managed as a business and includes budgeting,
design, color theory, print production, and graphic arts business
practices. Software used was Photoshop, Illustrator, CorelDraw,
PageMaker, Adobe Acrobat and CS2, and MS Publisher, MS Excel and MS
Word. Students are highly regulated in a structured environment as
inmates, but are managed as employees utilizing human resource
development and motivational strategies. Primary product is posters,
banners, forms and documents proprietary to the penal facility. I
provided personal instruction on all operations of a variety of
computers, RIP, plotters, software, printing and finishing equipment,
specializing in cost containment and product quality. I was personally
responsible for all supply, equipment, and materials purchasing.
2006 to 2009 Consultant for Desktop Publishing and Print Production
Management
Completely revised desktop creative services department practices and
procedures to reduce costs and page and data formatting error rate.
Developed and implemented creative employee development and motivation
strategy and required employees to take ownership and accountability.
Introduced a series of practices and procedures to improve quality
control, and thereby reduced direct vendor costs annually about two
hundred thousand dollars. Reduced direct and indirect editorial costs
substantially while reducing headcount. Worked directly with print and
packaging vendors to optimize data document file and print quality,
while reducing costs and content errors. Developed and maintained
vendor database of performance and capabilities. Performed all press
and project approvals for component packaging, titles and special
projects. Supervised product photo shoots. Confirmed accuracy of
printer and data document files and performed file conversions to a
variety of file formats on both MAC and PC platforms. Managed and
maintained production schedule and applied key dates to all third
party vendors and designers. Wrote and managed contracts for all third
party vendors and monitored all out-sourced services for compliance
with schedules and budgets. Monitored all third party performance and
compliance to standards and specifications, through careful review of
files transmitted virtually through MS Sharepoint. Developed an
archival process and established procedures for all graphic, art, data
and intellectual property to be archived.
1998 to 2006 Tree of Life Southwest Region; Publications and Marketing
Manager
Personal responsibility for creative and desktop production,
publication schedules, and department personnel that produced all
direct mail marketing, sales, B to B documents, publications, and data
vehicles. Continually reviewed all internal work processes and
procedures so document, publication production and data management
processes resulted in optimum performance and customer needs were met.
Hired, motivated and developed staff so as to avoid performance issues
as a result of sudden changes in product demand, marketing initiatives
and changes in marketing and sales strategies. Maintains positive
strategies by managing in a goal and objective manner, focusing on
both process and end results. Maintained a variety of accurate
databases for tracking and reporting purposes, and performed a
department output post mortem monthly for all projects and processes.
Used this opportunity for employee development. Developed data mining
strategies in use of demographic data to highlight areas of potential
advertising and marketing program sales growth. Created and maintained
complete vendor, broker, and manufacturer database for effective up to
date data and document communication and distribution programs. Grew
total number of advertising contract partners over two hundred percent
with income sales growth over one hundred percent. Increased
advertising sales and number of venders/manufacturers under contract
in a down market. Developed synergy between purchasing, sales and
marketing to leverage increased advertiser participation and consulted
with retail base for targeted advertisement content. Due to graphics
data file knowledge, I was able to refine advertiser file type and
content to further increase internal efficiencies. I maintain strict
fiscal practices permitting continual process re-evaluation to reduce
costs where practical, and was responsible for significant reduction
in publication production time through revised data and internal staff
management practices. Had complete department P & L accountability and
provided department reports weekly, monthly, and annual. Appointed
member of corporate e-commerce committee. Personally managed all USPS
issues and accounts. Developed all selective data direct mail vehicle
and document imaging for vendor marketing programs.
1997 to 1998 Lewis Label Products; Manager of Customer Service &
Information Systems
Initially, managed Customer Service Dept.; was placed in that position
by Company President, to learn the specific nature of his operation
and various department functions. As Manager of Information Systems,
selected and installed new communications and data management system
after detailed evaluation of department and company needs. Installed
new data network, hubs, server, and workstations. Implemented company-
wide data management system with data collection modules at each cost
center. Installed dedicated terminals for primary shipping partners to
reduce repetitious handwork in shipping department. Began ISO 9001
certification program to increase internal performance, productivity,
and improve customer satisfaction.
1989 to 1997: Harcourt Brace College Publishers; Senior Production
Manager Responsible for budgets, schedules, project and production
staff to produce 20 to 25 titles a year, from editorial content and
formatting, composition through print and bind. Established budgets
and schedules for book, advertising and marketing ancillary list,
which included softcover and casebound titles from approximately 400
to over 900 pages and printed in 1 to 5 colors. Created budgets,
production schedule, and implemented production path including
selecting composition platform based on consideration of design,
degree of formatting, size of art program and cost effectiveness.
Produced the first of many Harcourt titles using "Desktop" technology,
and promoted successfully, the establishment of a Desktop Publishing
department within the Editing, Design and Production groups. Produced
the first all digital "fine art" titles. Promoted successfully the
computerization of almost all data, production, and editorial
functions. Created software templates for consistent title and project
budgeting. Traveled out of state frequently to perform press OK's for
all 4 and 5 color titles and assisted other Production Managers and
Design Directors in additional press checks as requested. Reviewed and
evaluated all text designs, cover designs and art program to eliminate
all technical and manufacturing problems, resulting in significant
cost reductions. Prepared text and art files for CD/ROM production.
Recipient of national recognition for quality and production
management from Chicago Book Clinic, of major psychology text.
Purchased and managed all creative services, agency, and outside
production services including text and cover design, proofreading, all
editorial services, and indexing for up to 10 titles a year in a
variety of disciplines. Produced many magazine-style sample chapters
for direct mail and marketing programs and purchased appropriate
packaging for various ancillaries.
Professional Interests
Continuing education in various aspects of evolving technologies as
applied to employment. Member of various trade and professional
organizations. Elected by peers to Board of Directors of a major
publishing house in Mountain View, CA. Obtained teacher credential in
Graphic Communications and taught on college level for five years.
Currently holds a graphic communication and manufacturing teacher
credential.
Outside Interests
Travel, photography, bicycling, American history, gardening, music,
computer technology
References Supplied Upon Request
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