Customer Service System

STEVE P. SUELL

**** *** ******** ****, ******** View, TN. 37146

H: 615-***-**** C: 931-***-**** *******@*********.***

SUMMARY

• Progressive career with 20+ years of growth gained in fast paced,

manufacturing / logistics / warehousing / inventory-management / testing environments with ability

to be productive in demanding environments under deadline pressure.

• Proven customer service, quality-assurance, organizational, administrative and

problem solving skills with the ability to design solutions tailored to fit the corporation’s needs.

• Extensive skills using Microsoft Office (Word, Excel, Access, PowerPoint,

Outlook & Explorer) plus Lotus Notes and SQL Database Systems to create and manipulate

relational database management systems.

• A track record of successfully anticipating and resolving production issues with

customers, vendors and operators. Positive and effective communication and relationship building

skills. Keen to learn and adapt to new systems and procedures to remain competitive and current.

EXPERIENCE

QUAD/GRAPHICS (Formerly World Color), Clarksville, TN 1989 to 2010 (Pending plant closure)

800+ employee division of the international commercial printing company - This division produces long run national

and targeted magazines such as Money, Fortune, Road & Track, Southern Living, etc. as well as high volume retail

catalogs for high profile customers. This plant is being closed/consolidated following the acquisition of World Color

by Quad/Graphics.

Paper Quality Analyst - 2006 – Present

• Accountable for Safety, Quality, Cost Control, Profitability, Customer-Service, Vendor Relations,

Production and Efficiency, Training.

• Created and distributed internal monthly reports analyzing press and paper performance.

• Key member of the production team charged with responsibility for assessing and adjusting to an

ever-changing inventory of paper –the conditions upon which the paper arrives and the impact of

humidity, content and qualities of the paper.

• Tested paper to identify potential issues and advise production to make adjustments.

• Developed and maintained an MS Access database to track, analyze and report paper attributes

and press rejected paper.

• Anticipated / Resolved potential paper problems during production “on press” as well as through

the finishing / binding and final packing and shipping phases.

• Generated and tracked reject claims for defective paper – ensuring costs are recovered from the

mills.

• SME (Subject Matter Expert) on Roll Paper Requirements and Specifications project.

• Team member of: EPPS-PI development team, Paper Waste team - six sigma, Web Break

Reduction team and assisted with 5S program for Paper Lab.

• Negotiated Performance Claims with Paper Mills. From 2006 thru 2009, collections increased

200%, $33,000 to $99,000, respectfully.

• Conducted training classes for web break identification, evidence collection and troubleshooting

techniques.

• Coordinated the revision of a Web Break Run-ability report between Customers / Corporate IT.

• Member of team to: Select and implement SmartAdvisor Web Break Detection Camera System

and investigate EclipseCount Signature Count System in Pressroom.

STEVE P. SUELL H: 615-***-**** C: 931-***-**** *******@*********.*** Page 2 of 2

• Successfully trained a Billing Analyst to take over Ink reporting due to dept. headcount reduction.

• Adhered to details ISO 9000 Paper Process mapping – conducting analysis to both adhere to the

processes but also continuously improve the processes.

• Authored ISO procedures to initiate potential Paper Performance Claims by collecting samples

for roll stock that indicates “over” basis weight at press side.

Paper Inventory Control 1991 – 2006

• Managed inventory and performed data entry plus scheduled truck and shipment appointments.

• Tracked / maintained / reported a perpetual inventory for 30+ customers with multiple titles and

their inventory of 40+ million lbs. of roll paper.

• Built Ink-Tracking and reconciliation Excel worksheets to ensure timely and accurate ink billing.

• Prepared monthly purchase orders for ink and entered into a corporate database (SWISS system).

• Performed annual warehouse audits of Customer and Quebecor paper stock.

• Communicated directly with customers and their vendors on issues concerning their inventory.

• Member of a team to research and implement a new Paper Inventory System (RLI).

• Contributed to investigation, installation and maintenance of press-side, data-collection system

(QRoll).

• Developed and led a Reelman training program for the QRoll system.

• Created / maintained a plant-level electronic filing process for paper transit & performance claims

• Reduced aged transit damaged paper inventory.

• Responsible for beta testing an automated ink accounting system (Veriflow).

• Wrote procedures for the Paper Inventory Control department..

• Trained Customer Service Reps on the use of the RLI Paper Inventory system.

Folder Trainee and Paper Roll Tender 1989 to 1991

Covington Plumbing (1988 – 1990), Co-Owner of Micro Data Products (1985 – 1988), Martins IGA

grocery (1983 – 1985), and volunteer member Montgomery County Rescue Squad (1984 – 1991)

EDUCATION & TRAINING

• Austin Peay State University, Clarksville, TN, 3 yrs. Maj - Gen Bus Mgt. Min - Ind. Tech

• Attended a 3-day Paper School

• First Aid, CPR, and "Move Smart" Ergonomics plus Diversity and Positive Employee Relations

skills.

TECHNICAL

• MS Office: Word, Excel, Access, Outlook, Explorer plus Lotus Notes

• Operate paper testing equipment: Hunter LAB DP-9000 Colorimeter, TMI Monitor/Tear tester,

TMI Monitor/Smoothness tester, Gurley 4190 Porosity Tester, TMI 549 Micrometer, BF Perkins

Mullen Burst tester, Electronic Microscope, Sutherland Ink Rub tester, Schmidt Hammer hardness

tester, 8 port transferette

• Ultra VNC remote desktop software, ArcSoft Photo Studio

• RLI (Roll Level Inventory) software, QRoll (Real Time, Data collection software)

• Smart Advisor Web Camera

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