Customer Service Manager

OBJECTIVE: To obtain a position that leverages technical skills and

superior customer service talents to further advance an organization's

success and profitability.

QUALIFICATIONS SUMMARY: A creative problem solver experienced in digital

technology production and front line supervision. Confident and detail

oriented with a proven track record in fast-paced environments, a great

team player that adapts quickly and effectively.

PROVEN ABILITIES AND RESULTS:

New Technology Implementation

Provided documentation and guidance for launch of 4 new in-house production

locations.

Led initiative to implement new equipment and technology at 5 Reed Business

Information company locations.

Created procedures and documentation for web image production procedures.

Program Development

Facilitated project to centralize production operation to service five

locations tracked by enterprise database solution. Resulted in a 5-operator

headcount reduction, faster project turnarounds, and process

standardization.

Implemented and managed Video Editing Production department, editing over

600 video projects in 2009, saving over $150,000 in vendor post-production

charges.

Planned and defined digital imaging outsource program workflow with

national Premedia vendor.

Problem Solving/Analysis

Instituted daily "5 Minute Meeting" to improve team's awareness of due

dates; reduced overtime by 30%.

Created weekly rotating training schedule to improve Prepress team's

capabilities in quality control and video editing.

Conducted on-site visits to all locations to assist in implementation of

new proofing system.

Cost Reductions & Revenue Gains

Led department start up that generated $6 million in outside service cost

savings in 1999.

Negotiated $10,000 savings on software/training and 30-60% savings in

vendor pricing for 2001-2002.

Received $14,000 credit through identification and pursuit of service

credits from vendors.

EXPERIENCE:

Reed Business Information, Oak Brook, IL Prepress Manager

1998 - 2010

RR Donnelley & Sons, Willowbrook, IL Image Analyst

1992 - 1998

Glenbard Graphics, Carol Stream, IL Prepress Manager

1991 - 1992

Applied Graphics Technologies, Chicago IL Production Supervisor

1987 - 1991

Magic Graphics, Downers Grove, IL Scanner Operator / Litho

Stripper 1985 - 1987

PROFESSIONAL DEVELOPMENT:

Graphic Design / 3D Illustration College of DuPage Glen Ellyn,

IL - 2010 Fall Semester

Desktop Publishing Certification College of DuPage, Glen Ellyn, IL

Video Editing College of DuPage, Glen Ellyn, IL

Prepress and Digital Imaging Program Triton College, River Grove,

IL

Institute for Management Certification Illinois Benedictine

University, Lisle, IL

TECHNOLOGICAL SKILLS:

Adobe Creative Suite: Photoshop, InDesign, Illustrator Microsoft Office

Suite: Word, PowerPoint, Excel, Outlook, Access Acrobat Professional,

Pitstop Pro, QuarkXpress, ORIS Color Tuner, FinalCut Studio Pro, QuickTime

Professional Proficient in both PC and Mac platforms; Windows, Mac OS/X

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