Customer Service Manager
Resume:
Rafael D. Susara
Versailles, KY 40383
************@*****.***
Objective
To obtain a position with a customer conscious and quality oriented company where I can
utilize my managerial experiences and maximize my strengths in identifying cost cutting
alternatives that will contribute to a measurable increase in year-end profit margins.
Summary of Qualifications
Results-oriented, high-energy, hands-on professional with a successful record of
accomplishments in the desktop publishing/printing industry. Graduate of company paid
training in numerous Leadership Skills programs and Six Sigma Methodology focused on
Business Management and Improvement. Well-trained leader and strong communicator
with experiences in several functions including Human Resources, Budget Analysis,
Sales Forecasts, Customer Relations, and overall Project and Facility Management.
Recent Professional Accomplishments
Identified and implemented process improvements through the utilization of Six
Sigma Methodologies and initiatives recognizing an excess of $150,000 in
savings the first year.
Developed a method of predicting and monitoring a project’s profit potential
enabling the Management team ample opportunity to react and adjust accordingly
with emphasis on maximizing the profit margin.
Salvaged two of the company’s largest customer contracts, endangered by poor
customer service and low quality, by performing upper Management requested
staff training focused on developing a stronger Customer Service force and a high
quality oriented production team.
Directly contributed to the increased profit margins surpassing the facility’s
annual forecast expectations and catapulting the division from the last to the 2nd
largest profit center within the organization.
Debated and won several printer charge back cases. The research involved and the
careful approach taken relieved the annual budget from a $175,000 deficit.
Observed, evaluated and trained other divisions within the organization to
improve set processes and enhance the facilities’ financial performances.
Supported Sales in customer meetings and directly contributed to the generation
of new business resulting in an annual sales increase of $250,000.
Experienced Manager and trainer along with Human Resource responsibilities
including, annual evaluations, interview and dismissal procedures, director of
facility meetings and functions, and the recording of written documentations.
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Work History
(All companies below refer to different divisions within Quebecor World, Inc.)
8/2006 - 10/2008 Quebecor World, Inc. / Versailles,KY
Production Manager
Company paid relocation to oversee a facility of 60 employees. Supervised the entire
production process from concept to print with great consideration to the bottom line
utilizing Six Sigma methodologies and Corrective Action Plan (CAP) approaches.
4/2005 - 8/2006 Quebecor World Premedia / Danbury, CT
Facility Manager
Managed an in-customer building facility of 12 employees dedicated to providing the
organization’s largest book customer with the convenience of in-house digital services
and support. Building of customer relations along with the management and monitoring
of the facility’s financials as well as new business development were key focuses.
4/2000 - 4/2005 Que-Net Media / Trumbull, CT
Facility Manager
Managed an in-customer building facility of 8 employees dedicated to providing a new
major magazine customer with the convenience of in-house digital services and support.
Building of customer relations along with the management and monitoring of the
facility’s financials as well as new business development were key focuses.
2/1999 - 4/2000 Que-Net Media / Danbury, CT
Production Manager
Company assigned project to assist in the development of production procedures, training
of newly hired staff, and building of strong customer relations within a new division built
and based in the same address as the organization’s largest book customer.
1/1998 - 2/1999 World Color / Washington, DC
Sales Service Representative
Directly responsible for generating and managing new business from a sister printing
plant in North Haven, CT. Provided Print Sales Representatives with support in
identifying and acquiring new business from an existing customer base. This joint effort
generated $750K of new business in the first year of operation.
Technical Knowledge
Familiar with various design applications including Quark Xpress, InDesign and
Photoshop. Experienced with Microsoft Office programs including Word, Excel, and
PowerPoint. Working knowledge with FileMaker Pro databases, Lotus Notes, and Hagen.
References are available upon request
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