Customer Service Quality Control
Resume:
Matthew Allen
*********@*******.***
PROFESSIONAL EXPERIENCE
**** - ******** *****, ***** ******* - TMC OPERATIONS: New Jersey
current Direct Mail, Sales, Data Processing, Fulfillment, Shipping,
Customer Service, Scheduling.
. Responsible for new, start up TMC (Total Mail Coverage) Mail Plant
Facility, Operations & Personnel
. Made sales calls to region - NY, NJ, DC, MD & DE. Landed the
Washington Post as a customer
. Provides interpretation for questions regarding mail regulations as
well as providing advice and instructions on proper mail piece design.
. Ensures all data requirements are communicated effectively.
. Keep controls on expenses, to include labor/overtime, supplies, and
other operational expenses.
. Maintains maximum plant productivity and quality according to
established standards.
. Maintains relationships with USPS
. Responsible for Plant safety program
. Responsible for Plant Operations and Facility and Equipment
Maintenance
. P & L responsibility
. Responsible for budgeting
. Reports weekly to President on plant performance both financially and
operationally
. Accompanies Sales Team on Sales calls to existing and new customers
. Utilizes spreadsheets to track and analyze data, such as variable
margin and variable cost per hour, hourly production, equipment
downtime, and supply usage in order to identify and increase
efficiency
. Confers with department heads to operate within and minimize fixed
costs and ensures coordination of Purchasing, Production, and Shipping
Departments.
. Utilizes outsourcing to minimize costs
. Schedules and coordinates employee recruitment and training with the
physical build-up of the manufacturing resources
. Plans and implements several key elements in concert in order to lead
the Plant successfully
. Identified, formulated and wrote process control measures needed to
produce a quality product
. Coordinates with equipment vendors and existing American Color
facilities to identify the knowledge and skills needed to operate and
maintain the equipment
. Responsible for establishing all shift production schedules
. Selected and trained a Training staff to train the new employees
. Structured and developed several new departments
. Researches the availability of outside training from local and state
government
2005 - CREEL PRINTING, MANAGER - OPERATIONS: Nevada
2006 Direct Mail, Data Processing & Lasering, Fulfillment, Shipping,
Customer Service, Scheduling.
. Restructured entire Direct Mail organization which resulted in
superior customer relations, improved morale and employee retention
. Restructure increased Sales as confidence in the Direct Mail
organization grew, and additionally even former customers returned
. Implemented review and evaluation process of all employees
. Charts, trends and evaluates production. Assesses cost per piece and
employs methods to lower costs and streamline process
. Responsible for converting all offline addressing (both inkjetting and
labeling) inline
. Negotiates pricing with vendors for materials and services
. Works extremely closely with the USPS, building, developing and
nurturing relationships. As a result the USPS has allowed Creel
Printing privileges not extended to other organizations
. Trains and develops Supervisors and Managers in order to improve
leadership and productivity skills
. Meets regularly with superiors, direct reports and production staff in
order to communicate expectations and concerns to the respective
parties
. Generated new revenue stream by purchasing software which provided
postage discounts for customers and faster delivery of mail via
logistics companies. A percentage of the savings were kept and the
rest passed on to the customer
. Worked with Sales and Marketing to develop and design direct mail
pieces in order to process product in-line thereby reducing the cost
to the customer
2002 - CREATIVE PRINT & MAIL, MANAGER - OPERATIONS: Oklahoma
2005 Direct Mail, Data Processing & Lasering, Fulfillment.
. Implemented sample procedure that has resulted in 100% mailing
accuracy for more than 1 year
. Responsible for all Operations Departments
. Acted as mentor and trainer to Print and Customer Service managers
. Restructured entire Direct Mail organization which resulted in
superior customer relations, improved morale and employee retention
. Restructured increased Sales as confidence in the Direct Mail
organization grew, and additionally even former customers returned
. Implemented review and evaluation process of all employees
. Charted, trended and evaluated production. Assessed cost per piece and
employs methods to lower costs and streamline process
. Responsible for converting all offline addressing (both inkjetting and
labeling) inline
. Negotiated pricing with vendors for materials and services
. Assisted in the hiring, training and evaluation of permanent and
temporary staff, assuring adequate staffing for 2 production shifts
. Directed the management and supervisory staffs of these departments to
assure effective and efficient use of the company's assets
. Implemented and monitors processes and procedures conducive to the
improvement of the departments
. Planned for upgrades of equipment and increases in staffing based on
sound economic principles and effective forecasting
. Assured the maximum efficiency of the departments by working closely
with department managers, company personnel and company principals to
coordinate the flow of jobs, materials and manpower
. Expedited the production process by previewing, pre-qualifying and
approving mail packages or proposed mail pieces and their related
parts
. Maintained a high level of visibility with the Post Office and creates
an atmosphere of cooperation and partnership with Post Office
personnel
. Assumed overall responsibilities for scheduling, planning and
prioritization of projects
. Ensured that quality control and service levels are met on all
projects
. Coordinated with internal departments and external vendors to ensure
accurate and timely personalization and insertion for mailing
. Researched production issues and uses controls and validity checks to
ensure accuracy of work.
. Responsible for more than 100 associates
. Made changes to Jet System that introduced tracking capability; able
to accurately measure job arrival in Production Facility and track
production processing time
. Worked with systems department to develop individual operator
productivity reports
. Worked with accounting department to develop financial reports that
accurately reflect profitability of each individual in the
organization
1996 - TIAA-CREF, MANAGER - CENTRAL SERVICES: New York
2002 Distribution Control Services, Mail Automation and Processing,
Printing, Mail Distribution Services, Quality Assurance, Copy
Services, Project Management
. Core member of Shared Services strategic/business planning team and
central contact for Distribution Services
. Managed $19m + Distribution Services operations budget
. Successfully restructured multi-function Shared Services
organization resulting in increased productivity and efficiency
. Reduced labor costs by 25% through implementation of quality
control and workflow management systems
. Developed, managed and tracked $10m + regional operation budget
. Responsible for Financial reporting, analysis, forecasting,
trending and budget review
. Performed cost analysis on Document Operations
. In charge of scheduling for large, complex 24-hour a day operation
. Spearheaded and managed multiple project meetings including Annual
Reports Processing, Quarterly Reports Processing and Participant
payments (all of which are extremely time sensitive)
. Managed, coached and developed 21 full time associates and 14 long
term temporary employees
. Directed complaint management and follow-up implementation for
problem resolution
. Developed training programs and cross training initiatives for
employees in order to meet the changing needs of the department
. Worked closely with Human Resources to ensure that employee
initiatives were within company guidelines
. Created and enforced strict Quality Control standards to enhance
services to internal and external customers
. Performed competitive analysis and monitored vendor sites to ensure
enforcement of Mail Industry guidelines
. Responsible for negotiating contracts with vendors. Recently
renegotiated contracts that saved in excess of $600,000
. Serves as Postal Representative responsible for ensuring compliance
with all Postal regulations
1986 - AUTOMATIC DATA PROCESSING, MANAGER AND QUALITY CONTROL
COORDINATOR: New York
1996
. Core member of elite team that consistently increased market share and
profit through strategic focus and solid execution
. Directed 24-hour Production Center operation with more than 50
customers
. Coordinated all segments of operational start-up for Quality Control
Department
. Developed written procedures for multiple phases of the operation,
including Quality Control and Assurance
. Managed department which processed 25m + pieces of mail per year and
successfully reduced errors by more than 90%
. Restructured service operation to reduce personnel and lower costs by
$75K + annually
. Developed strong relationships with the USPS, resulting in approval of
unorthodox methods of mail sorting.
. Selected, trained and managed 8 full time associates and 46 temporary
employees
PROFESSIONAL STRENGTHS
LEADERSHIP
Experienced in developing, coaching and managing professional and
skilled associates proven leader, motivator, articulate communicator
and excellent listener strong written communication
skills exceptional interpersonal and client relations
ability extremely capable of building positive working
relationships successful collaboration within team environments
comprised of individuals from diverse backgrounds excellent
communication skills excellent ability to learn ability to work
under pressure multitasking ability.
PROJECT MANAGEMENT
Acute strategic planning and tactical execution capable of
spearheading multiple projects and initiatives, proficient in conducting
complex research and analysis extensive experience in high-pressure and
time sensitive businesses solid problem solving skills highly
organized with a pro-active, flexible and entrepreneurial nature proven
record of success in on-time delivery of quality products and services in
highly competitive product categories expert in direct mail,
fulfillment and postal regulations; purchasing.
TECHNICAL SKILLS
COMPUTER SOFTWARE
Microsoft Word, Excel, PowerPoint, Access, Logic, Publisher, BCC,
Video Jet System 2000
EQUIPMENT
Bell and Howell Inserters, Xerox Printers, ASCOM Hasler, Pitney Bowes
Metering, High Speed Copiers
PROFESSIONAL DEVELOPMENT/TRAINING
5S methodology
Root cause analysis
American Management Association - Financial Management and Analysis
National Postal Forums
Excellence in Shared Services
Diversity Management and Awareness
Performance Appraisals Briefing
Additionally, I have attended several Leadership seminars
EDUCATION
1999 - BIBLICAL STUDIES
2000 WORD TO THE WORLD BIBLE COLLEGE
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