Manager Customer Service

Deborah Rossitto

Email: *********@********.***

Address: *** ***** **

City: Windsor Locks

State: CT

Zip: 06096

Country: USA

Phone: 860-***-****

Skill Level: Management

Salary Range: $0

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

DEBORAH ROSSITTO

477 North Street

Windsor Locks, Connecticut 06096

Phone: 860-***-**** *********@********.***

Mobile: 860-***-****

SUMMARY

Experienced Production Manager with a proven track record of managing multiple departments in fast-paced, deadline driven, high pressure environment. Highly motivated, dependable professional who works well under demanding situations, possessing the ability to quickly analyze an situation and quickly develop a plan for immediate implementation - with the goal of continuous improvement and customer satisfaction.

PROFESSIONAL EXPERIENCE

RR DONNELLEY, Windsor, CT 2005 - 2012

The world`s largest printing company. The Windsor facility has employed as many as 185 hourly and administrative personnel, running three shifts and generating $38 million in revenue per year. It is an ISO Certified operation.

Department Manager

Manage a full time staff of as many as 45, and an additional 45 temporary employees during peak periods. Allocate work assignments to ensure all service level agreements are met with the highest quality. Perform ISO quality and safety audits weekly, and serve as interim plant manager at various times.

* Oversee day-to-day operations with respect to workflow, production planning and internal resources, facilitating the printing of 33 million images and processing of 510,000 packages, each month.

* Maintain close communications with pre- and post-print departments to ensure timely delivery of products.

* Provide production and technical support on the best and most effective ways to run a job and respective machine capabilities, to internal and external customers.

* Assisted in the development of Standard Operating Procedures (SOP), in conjunction with providing ongoing training and development for the worker.

* Developed and implemented a cross-training plan that resulted in the reduction of 10 FTEs.

* Manage relationships with vendors, in one instance worked closely with a particular vendor to develop and implement a shift cleaning process, which resulted in reduced equipment downtime by 25%.

* Work closely with EH&S Manager to maintain a safe workplace, resulting in an accident-free operation for the past four years.

MOORE WALLACE, Windsor, CT 1993 - 2005

A major global printer. Acquired by RR Donnelley in 2005

Manager, Production Control, 2000-2005

Created Production Control Department to consolidate scheduling and planning for all areas of Production Operation.

Deborah Rossitto Page 2

* Ensured that all operations were completed to appropriate standards and deadlines, resulting in a success factor of 99.5%.

* Reported capacity and utilization needs, quarterly, to Production Operations Management to assess peak processing capacity and new opportunities for business.

* Conducted daily production meetings to determine latest updates, and intercept any potential problems that might put the job in jeopardy.

* Implemented and trained associates on the Logic System, a scheduling and tracking tool used on the production floor.

Client Services Manager, Print on Demand (POD), 1997-2000

(POD is a one-time job with usually a very quick turnaround time.) Managed 15 Client Service / Customer Service representatives with responsibility for over $2 million annual revenue for the Company.

* Maintained effective relationships with clients, and managed their expectations in a courteous and timely manner, ensuring that all client service level agreements were met.

* Provided client with potential and alternate solutions when issues arose.

* Trained and developed staff; prepared and conducted performance appraisals.

* Provided budgetary forecasting to Finance Department.

Supervisor, Print on Demand Production, 1993-1997

Coordinated day-to-day operations across three shifts, and supervised 16 associates.

* Managed resources, staff and workload to meet all service level agreements.

* Worked with machine operators and increased productivity by 25%, resulting in open capacity to take in more work, while continuing to maintain the highest quality.

* Coordinated Preventative Maintenance programs for equipment, which resulted in maintaining 97.5% up-time.

COMPUTER SKILLS

MS Office; Lotus Notes; Logic; InfoShare (RRD proprietary software)

PROFESSIONAL TRAINING

Company-Sponsored Training in:

Supervisory Development

Effective Management

Harassment Awareness for Supervisors and Managers

Information Security Awareness

ADA for Managers

Hazard Communication

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