Customer Service Manager

JOSEPH P. O'BRIEN

**** ******* **** **** ( Waltham, Massachusetts 02451

603-***-**** ( ***.********@*****.***

PRODUCTION MANAGER / CUSTOMER SERVICE MANAGER / ESTIMATOR

Hands-on leader with extensive experience streamlining and improving the

performance, quality, and service of high-volume, fast-paced print

production operations. Skilled at instilling a customer-driven focus

throughout organizations with a strong commitment to ongoing process and

productivity enhancements. Effective project manager adept at prioritizing

and scheduling multiple, concurrent projects to ensure the consistent

achievement of tight deadlines. Areas of expertise:

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Print Production Management ( Customer Service ( Client Relationship

Management & Retention

Estimating ( Contract Negotiation ( Project Planning & Management ( Problem

Solving

Mac OS ( Windows XP ( MS Office Suite ( Printsmith ( HTML ( PDF ( FTP

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PROFESSIONAL EXPERIENCE

MICROPRINT, Waltham, Massachusetts ( 2007-2010

Production Manager / Estimator (2008-2010)

Promoted to run all day-to-day production operations of this high volume

digital print-on-demand company. Instituted a formal, standardized system

for prioritizing, tracking, and advancing multiple concurrent projects.

Served as final clearinghouse for quality and specifications checks and as

the chief client liaison and customer service manager. Besides the owner, I

am the only employee allowed to give formal pricing from scratch or to

amend existing pricing using my discretion as needed.

. Overhauled management of the print operation, slashing the occurrence of

late, incorrect, and sub-standard quality project issues nearly 70%.

. Created a well-run, efficient production system, consistently meeting all

deadlines and delivering projects to exact customer specifications.

. Effectively took on the production management role at the owner's request

while working alongside the former production manager, fostering a team-

based work environment despite internal challenges.

Account Manager / Estimator (2007-2008)

Managed customer orders from initial intake through completion and

delivery, developing estimates, translating client requirements into

specific order requests, driving the proof approval process, and ensuring

the achievement of final deadlines and quality standards.

. Significantly improved customer service and client satisfaction by

recommending a restructuring of the account management team to assign

specific clients to each team member.

. Streamlined operations and enabled a stronger focus on account service

needs by recommending the hire of a full-time shipping and fulfillment

associate.

. Established a reputation for effectively resolving escalated client

issues and for maintaining a customer-driven approach to account

management.

JOSEPH P. O'BRIEN ( Page 2 ( ***.********@*****.***

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PRUDENTIAL VERANI REALTY, Londonderry, New Hampshire ( 2003-2007

Residential Sales Representative

Managed the complete process of buying and selling residential real estate,

developing and maintaining a strong portfolio of satisfied clients.

KIRKWOOD PRINTING, Wilmington, Massachusetts ( 2001-2003

Customer Service Representative & Estimator

Liaised with clients and all internal departments to determine pricing and

project timelines. Developed detailed job tickets outlining production

plans to drive each project through the production cycle and meet client

deadlines.

. Recognized by the owner for outstanding performance with promotion from

customer service representative to take on the additional role of

estimator.

. Selected to serve as interim production manager during all manager

absences, managing relationships with external vendors and contributing

to production meetings.

RR DONNELLEY, Hudson and Boston, Massachusetts ( 1999-2001

Customer Service Representative

Managed relationships with all clients within the high volume, detail-

oriented financial services sector. Ensured accurate translation of

complex, highly sensitive client information and data into an

understandable format for the production team.

. Consistently met all client deadlines despite rapid turnarounds for

projects in support of business critical events such as IPOs, mergers,

and acquisitions.

CAREER NOTE: Additional roles include positions as Account Manager for

DANIELS PRINTING 1996-1999 and as Estimator, Sales Representative, Project

Manager, and 4/C Stripper for EASTERN RAINBOW 1981-1996. Details available

upon request.

TRAINING

Team Building Workshop & Certification ( Dale Carnegie Public Speaking

Certification

Contact this candidate