Customer Service Quality Control

THOMAS SMOAK

Falls Church, Virginia

Tel: 703-***-**** Email: *******@*******.***

SUMMARY

A versatile action oriented professional with experience in meetings, conferences logistics and clientele

coordination in a variety of fields and business environments.

• Highly successful at completing tight deadline projects with extreme accuracy.

• Creative ability to minimize costs and maximize efficiency.

• Ability to create and implement business tools to achieve client satisfaction.

• Well organized, self-motivated individual requiring minimal supervision.

• Strong desire to get the job done under any conditions.

• Decisive with strong teamwork skills.

EXPERIENCE

Corporate University Enterprise, Inc. Associate 2009 - 2010

Responsible for customer service interface, scheduling workshops, conferences, database, logistics and

special research. Proficient in Microsoft Office and provided support to a variety of internal and external

clientele projects.

Atlantic Management Center, Inc. Logistics Manager 2003 - 2008

Responsible for fast-paced certified program management and communications with cost efficient

logistics and fulfillment to domestic and international locations. Provided interface with clients, speakers,

vendors, in-house departments and external audience. Over 1,500 coordinated sessions successfully

completed with 100% on time delivery, within budget, and superior customer satisfaction.

Duties and accomplishments:

• Liaison with clients, coordinated itineraries, point of contact for speakers and vendors.

• Managed master schedule database and kept continually updated.

• Coordinated tentative and finalized schedules.

• Membership and evaluations control. Revised and edited subject matter into network folders.

• Responsible for inventory, drayage, synchronized offsite activities, confirmed all deliverables.

• Established and monitored work-flow configuration. Created and organized network folders.

• Online research and vendor purchase procurement, tracked all deliverables.

• Custom kit assembly with elaborate components from multiple vendors.

• Ensured cost effective vendor production by forward planning enabling materials arrival well in

advance, and kept clients up-to-date with pertinent information.

• Arranged flights, hotel, rentals, AV, security, catering, advanced materials to speakers.

• Wrote detailed specifications for vendor bids, budget estimates, contract negotiations skills.

• Created POs, maintained network profile folders for on-demand inquiries.

• Wrote and produced status reports, reconciled incurred invoices, exported into Excel.

• Postal indicia knowledge, UPS FedEx DHL software, high speed digital machines output.

• Negotiated 20% reduced shipping rates, FTP PDFs to vendors w/ detailed instructions.

Thomas Smoak

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American Red Cross National HQ Product Manufacturing Associate 1988 - 2002

Principal production lead for high profile/high volume, product, promotional, and publications division for

national and targeted audiences. Active as first responder to 9/11 and hurricane disaster relief support.

Additional duties included lead coordinator of in-house plant and point-of-contact for customers.

Tradeshows and convention coordinator experience.

Duties:

• Managed multiple priorities and rush projects with accuracy and efficiency.

• Direct mail, Non-Profit Indicia coordination with fulfillment houses.

• Prepared schedules, budgets, detailed product specifications for solicitation of vendor bids.

• Excellent communication skills, advised clients, coordinated with editors and design

departments, primary vendor contact.

• Managed file manipulation and networking to in-house Docutechs, and logistics.

• Monitored quality control of products (color, sample proofing, on-site inspections).

• Coordinated multiple custom kit assemblies with multi-targeted audience fulfillment.

• Managed E-commerce with vendors, archived files, and production records.

• Generated vouchers, reconciled vendor invoices against POs.

EDUCATION

Microsoft Suites 2003 and 2007, XP, Vista, Adobe Acrobat 9 certificates.

BA., Visual Communications, Florida State University, Tallahassee, FL.

Double Major, Graphic Design, Photography.

2-year program, Florida A&M University. Tallahassee, FL.

Technical Photography for Offset.

Professional references upon request.

Contact this candidate