Customer Service Quality Assurance

Bruce Stevens

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

Address: ** **.********** **.

City: Athens

State: NY

Zip: 12015

Country: USA

Phone: 518-***-****

Skill Level: Experienced

Salary Range: $40,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Resume of Bruce A. Stevens

Bruce A Stevens

14 N. Washington Street, Athens, New York 12015

(Home) 518-***-**** (Mobile) 518-***-****

********@*******.***

PROFILE

Professional with over 25 years experience in design and installation of ceramic, porcelain, stone, marble, and glass. I have considerable knowledge and experience in customer service, construction, and kitchen and bath design consultation using space efficiently. My combined business, interpersonal and consulting skills make me a solid and valuable team member. As a responsible professional, I am comfortable working on a project team or independently and I have a good understanding of space planning, floor plans and design concepts. I am also orientated toward learning and problem solving and enjoy variety and the opportunity to plan organize, develop new ideas and design solutions.

Strong background in:

Floor Plans

Design

Construction

Problem Solving

Planning Organization

Customer Service

EXPERIENCE

Classic Tile Designs, Athens, New York June 1984 - Present

Owner

Key responsibilities: Customer Service, Design and Functionality

As the owner, consulted with clients on efficient space utilization involved, needs and budget. I would spend as much time needed with client working on kitchen or bathroom layout. Shopping for appliances and accessories to complete job to clients satisfaction. Over see demolition and reconstruction of room/rooms involved until satisfactory competition.

Space planning and construction, kitchen/bath design

Strong design knowledge of residential kitchens and baths

Custom layout design and custom cabinetry ordering experience

Solid understanding of kitchen/bath equipment and functions

Good understanding of electrical, plumbing, and mechanical design

Ability to identify and implement technical and creative solutions

Ability to adapt quickly and resourcefully to shifting priorities

Ability to adapt quickly and resourcefully to shifting priorities

Ability to interpret codes and ADA requirements and how they impact design

Provide superior customer service

Scheduling resources and materials

Review Drawings Orders for accuracy and completeness

Verify final design, materials list and cost of products

Develop, verify, and finalize total project pricing

Partnering and coordinating with sales support associates to provide superior customer service and timely delivery of products

Communicate at a high level or detail level depending on the audience and the need using written, verbal and presentation skills

Vertis Communications, Inc., Saugerties, New York September 1995 August 2011

Electronic Pre-Press Technician October 2006 August 2011

Key responsibilities: Customer Service, Quality Assurance

Importing of client PDF files and adjusting page layout of text and graphics accordingly

Scheduled plating for all jobs for press production

Created spreadsheets for job scheduling

Tracked postage and shipping costs ($15-20 Million per year) for client accounts on a daily basis

Conducted quality assurance testing and tracked defects and enhancements through the remedial cycle

Reporting of client account costs and defect rates to upper management and CSRs

Supervised work activities in Quality Control

Creating Kodak plates used for printing presses

Monitoring laser imaging equipment

Mail Data Specialist Job Coordinator April 2001 October 2006

Importing mail files from clients used in producing custom mailing labels for advertising

Review imported mail files for completeness and eliminate duplicates using Mail Manager software

Design address labels using Mail Manager

Using USPS zip code/income bracket software to establish and create additional mailings based on client criteria (e.g., income level, residential type)

Documentation of weights and cost of mail shipments for each zip code mailing using multiple USPS forms

Establishing cost structure and budget for customer mailings

Track mailing and shipping costs using Excel spreadsheets on a daily basis

Coordination with other teams for scheduling of printing and shipping deadlines

Troubleshoot user difficulties and system errors; communicate the corrective actions required by the user or Vertis staff

Binding Machine Operator September 1995 April 2001

Supervising 20-25 people in a production environment

Monitored scheduled jobs on four stitch and trim machines

Scheduling employee tasks and client jobs

Quality control

Machine setup

Stacking and preparation for shipment

Creating employee performance reviews

EDUCATION

Hudson Valley Community College, Troy, New York Currently Attending

Major: CADD Designs, Minor: Psychology Sociology

Columbia-Greene Community College, Greenport, New York 1993

CONTINUING EDUCATION

CADD Certificate, Hudson Valley Community College

Training Team Lead, Vertis Communications

TECHNICAL KNOWLEDGE

Concepts/Methodologies:

Business Process Improvement, Strategic Planning, Total Quality Management (TQM), Self-Assessment

Software:

Microsoft Office (Word, Excel, PowerPoint, Outlook), Computer Aided Drafting Design (CADD), Revit, Adobe Acrobat Reader, Mail Manager, Prinergy, Photoshop, PunchPro Professional, VideoJet

Systems:

Windows (3.1, 3.11, NT, 95, 98, XP, Vista)

REFERENCES

Professional and personal references provided upon request.

Contact this candidate