Customer Service Manager

Robert Bench

*** ***** ******, **********, ** ***88

617-***-**** ***********@*******.***

PROFILE

Thorough knowledge and understanding of a manufacturing environment

Excellent sales and customer service skills

Strong analytical and technical abilities

Effective team player with strong interpersonal and communication skills

Quick learner who is able to troubleshoot complex problems and multitask effectively

Proficient in Microsoft Excel, Microsoft PowerPoint, Visual/CRM manufacturing software, ADP employee timecard/vacation management software, Print Smith software, and QCBD database application

EXPERIENCE

Card Personalization Solutions, Allentown, PA / November 2014 – June 2017

Project Manager

Oversaw, drafted and created the internal document database for all functions and standard operating procedures of the organization.

Managed various projects including heading continuous improvement efforts, lead multiple 5S teams to improve operating efficiency, and created a company wide training program for all employees.

Tracked production metrics including productivity, downtime and waste in order to gauge efficiency and capacities of staff and equipment.

Safety Manager of the organization; lead monthly OSHA safety training meetings, seminars and plant safety walkthroughs.

HIPAA Security Officer of the organization; organized bi-annual mandatory HIPAA trainings and worked closely with external auditors to ensure administrative, physical and technical safeguards were in place.

Oversaw the shipping and receiving department; setting up LTL, UPS and FedEx shipments, prepping drop shipments and split shipments, preparing outgoing BOL’s, managing incoming materials and internal consumables, and loading and unloading freight using electric pallet jack and/or forklift as needed.

Proficient in setting up embossing and thermal proofs on Data Card equipment per customer specifications; excellent troubleshooting ability of Data Card equipment.

ABNote North America, Boston, MA / October 2007 – April 2014

Department Manager

Chosen to build the Personalization Services Department to improve company efficiencies and provide superior customer service.

Worked to cut department lead times from 7-10 days to 24 hour turnarounds.

Implemented Kanban pull systems of finished goods in order to eliminate downtime.

Held daily communications with customers throughout the world in order to educate them on all aspects of data, how it should be submitted, and how it pertains to the personalization process.

Managed over 30 full time employees and up to 100 temporary employees.

Worked closely with clients and facilitated communications between the Account Management Team, IT Group and Manufacturing Production Control to streamline data collection and internal data processing.

Delivered on daily and weekly production orders to meet or exceed company commitments and expectations.

Responsible for oversight of department costs related to employee regular and overtime hours.

Oversaw day-to-day staff management, hiring, termination and employee development.

Built relationships and cemented trust through department team building initiatives.

Oversaw and implemented lean manufacturing initiatives including Value Stream Mapping and 5S.

Julesan, Inc. dba. Gnomon Copy, Boston, MA / February 1997 – October 2007

Project Manager

Excelled in providing quick and efficient service to clients requesting time sensitive projects for presentations, meetings and events.

Worked on all phases of the client experience from the initial order, quotation, and submission of the art, prepress, printing, final delivery and invoicing.

Oversaw and managed offset print and copy orders for large corporate clients.

Proficient in scheduling and managing multiple jobs with the in-house production team and outsourced vendors.

EDUCATION

Northeastern University, Boston, MA / 2001

BS in Business Administration

Self-financed all educational expenses

CERTIFICATIONS

Heart Saver First Aid CPR AED, American Heart Association

Successfully completed the AHA Heart Saver First Aid CPS AED Program

Child CPR AED, Infant CPR and written test

PIT Operator Training Certification

Walkie Pallet Truck and Sit-down CB Battery Forklift certified

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