Customer Service Manager
Resume:
**** ***** ***** ****** *****, Nebraska *****
B RIAN S. COWLES Phone: 402-***-**** • Cell: 402-***-****
Email: *****@***.***
O BJECTIVE
Seeking further executive operations management opportunities. Willing to relocate and/or travel to
accommodate opportunity.
S UMMARY OF QUALIFICATIONS
Offering the potential employer a seasoned professional with a demonstrated track record of
management achievements and professional growth that have positively impacted productivity,
profitability and customer satisfaction.
Project Leadership: Known as a team builder, a team leader and a team player. Able to
successfully coordinate priorities, opportunities and resources to achieve goals. Successful at
propelling productivity levels, improving quality and reducing overhead. Capable of delegating and
prioritizing tasks and workload, scheduling personnel and projects, and navigating an entire
organization to on-time, on-target project completion.
Budget Administration: Adept with budgeting processes involving planning, structuring,
monitoring and forecasting to ensure prudent expenditure of operating funds within preset
parameters.
Business Acumen: Known for the ability to rescue and turn around an ailing business, transforming
it into profitability. Proven ability to effectively analyze markets, to target areas of highest potential
return and to formulate winning strategies to attain sales goals.
Technical Acumen: Have developed hands-on functional proficiency as technology has expanded
from early paste-up and camera experience to leading edge digital prepress direct-to-plate
technology. Expertise includes all forms of prepress, platemaking and proofing, as well as web,
sheet fed and the various presses associated with these types of printing. Computer fluent using
Macintosh and related graphic software (Quark, Photoshop, Freehand, Illustrator), as well as PC-
based software and financial applications.
Communication: Articulate presenter, trainer and motivator. Perceptive listener and visionist.
Strong customer support skills. Effective as a liaison between various professions, crafts and the
public.
C AREER MILESTONS & BENCHMARKS
SCHAWK INC., Omaha, Nebraska Since March 2004
http://www.schawk.com/ The world’s largest pre-media provider, delivering integrated brand
point management solutions to create compelling and consistent brand experiences for
consumers.
Studio Director: Was recruited to spearhead startup and rollout operations for the company’s
new studio and profit center located on the campus of Fortune 100 company ConAgra Foods in
Omaha. ConAgra is our sole client in Omaha. Tasked with full profit-and-loss accountability.
Interviewed and hired 13 top-notch graphic artists, administrative staff and project managers,
mentoring and motivating them in order to create a team culture to provide the expected level of
excellence associated with the name Shawk.
Coordinated studio layout and installation of state-of-the-art equipment.
Developed processes to facilitate and solidify the partnership, including relationships with
ConAgra facilities in Omaha, Minnesota and Illinois. Prioritized and coordinated work
flows. Brought each ConAgra department and division on board, one at a time.
B RIAN S. COWLES Page 2
C AREER MILESTONS & BENCHMARKS c ontinued
Regularly confer with ConAgra representatives on a consultive basis in my studio and in
their corporate offices. Determine and address their needs for all artwork and product design
for the packaging of all company brands.
Reduced ConAgra’s spending by approximately one-half through reduction in staff, efficient
processes and centralization of operations.
Envisioned and implemented the plan which is now responsible for the processing of over
4000 products annually.
Have consistently met and exceeded client expectations, resulting in our second five-year
contract with ConAgra.
WEBCO PRINTING/INFINITY GRAPHICS, Omaha, Nebraska July 2001to March 2004
Infinity merged with Webco in April 2003. Printer of color catalogues.
Vice President of Manufacturing, Webco Printing: From the merger in April 2003. Reported
to the President/CEO. Responsibilities at that time expanded to include oversight of all aspects
of Manufacturing Prepress, Press, Bindery, Mailing Operations, Shipping & Receiving and
Maintenance. Oversaw 65 direct reports.
Successfully orchestrated all aspects of the seamless integration of the two corporations into
one while avoiding redundancy of functions and personnel.
President, Infinity Graphics: Until the April 2003 Merger. Reported to the CEO.
Administered all operations of this commercial prepress facility of 15 employees in a 24-hour
environment.
Was hired to transform the company from a $250,000+ loss to break-even status by April
2003. Achieved this through proactive cost cutting, vendor rebates, consolidation and
improved efficiencies, while increasing product volume.
Led sales force in expanding the business through the development of a viable sales strategy
and through hands-on participation with the sales force to address customer needs.
Contributed my financial expertise and common sense business acumen to streamline
business operations and increase productivity volume.
QUEBECOR WORLD, FKA WORLD COLOR RETAIL, FKA CENTURY GRAPHICS, FKA RAPID PRESS,
Omaha, Nebraska September 1990 to July 2001
Quebecor World is the world's largest printer.
Retail Printing Division Manager: Promoted September 1999. Reported to the Regional Senior
Vice President. Directed and coordinated all activities of 110 persons employed in a 24-hour
printing facility and an inserting-and-mailing facility.
Advanced to division manager in charge of 110 employees. Initiated processes and changes
through five different changes of ownership. Played a key role in the company’s
transforming from a midsized regional printer to part of the largest printing company in the
world.
Hands-on participant in managing order fulfillment activities. Hired and mentored all
managers, customer service and administrative personnel. Worked closely with sales
personnel.
Developed and administered budgets. Strategically planned for major equipment upgrades
and other capital expenditures. Administered purchasing of raw materials and other supplies.
B RIAN S. COWLES Page 3
C AREER MILESTONS & BENCHMARKS c ontinued
Provided customer service to national accounts, resolving customer concerns and complaints
to ensure repeat and incremental business.
Production Manager: Promoted August 1998. Directed a 24-hour operation of prepress, press
and bindery employing 60 persons. Hired, trained, evaluated and disciplined staff. Collaborated
with customer service and shipping.
Was instrumental in developing work programs and incentives to increase productivity and
employee morale.
Developed and implemented the use of company-wide Procedure Manuals, Press
Specification Manual, Electronic Prepress Manual and Web Press Pagination Books.
Responsibilities included new equipment justification, work flow scheduling, monthly
production reporting, annual division strategic planning, as well as developing, refining and
maintaining departmental budget.
Prepress Manager: Hired September 1990. Oversaw the work of 18 prepress operators in a
four-color, 35-inch web offset press production operation. Hired, trained, evaluated and
disciplined. Scheduled employee hours and material flow, maintenance and repair to minimize
downtime and meet deadlines.
EPSEN HILLMER GRAPHICS, Omaha, Nebraska 1983 to 1990
Journeyman Film Stripper: Supervised three employees in a six-color, 62-inch sheet-fed
environment.
A&G LITHO PHOTO, Omaha, Nebraska 1980 to 1983
Graphic Arts Technician
A CADEMIC PREPARATION & PROFESSIONAL TRAINING
Associate Degree in Advertising Design. Colorado Institute of Art, Denver, Colorado.
Coursework: Finance and Accounting for Non-Financial Managers. University of Nebraska at Omaha.
Coursework: Turning Stress into High Performance, Conflict Resolution, Motivation at Work, Team
Building. Nebraska College of Business, Omaha, Nebraska.
Training Program: Make Ready for Leadership, World Color Retail, White Plains, New York.
Training Program: Supervisory Training. Omaha World-Herald, Omaha, Nebraska.
P ROFESSIONAL REFE RENCES
Steve Haire
Owner/President
Benchmark Printing
James Kawamoto
Chief Financial Officer
Adesta Communications, LLC
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