Customer Service Information Technology

Robert Whitehead

*****************@*****.*** LinkedIn 713-***-**** Houston, TX 77044

Entrepreneurial, results-driven leader with significant education maximizing operational efficiency and profitability for high-growth companies. Expert communicator, able to optimize the productivity of sizeable, cross-functional teams with the implementation of innovative process improvements, creative training curricula, and leadership by example. Software proficiency includes Microsoft Office Suite…please list all business apps with which you’re familiar…; able to master new concepts and technologies with minimal training. Areas of Expertise include:

Strategic Planning and Forecasting

Employee Training and Development

Performance Management

Project Management

Cost Reduction and Avoidance

Cross-Team Collaboration

Continuous Process Improvements

Creative Problem Solving

Information Technology

Professional Experience

RR DONNELLEY Houston, TX June 2013 to Present

A global integrated communications provider enabling organizations to optimize multichannel marketing communications

Shift Coordinator / Perfect Binder Operator

Earned a promotion to Shift Coordinator after two years as a top performing Perfect Binder Operator and assumed responsibility for guiding the planning and execution of high-priority print production projects including direct supervision of a cross-functional team with roughly 100 employees.

Key Accomplishments:

Reduced supervisor overtime expenditures by 22% by performing the tasks that caused the need for overtime hours.

Formed a team to maintain machine operation during off-hours saving 136 monthly labor hours, and a separate team dedicated to employee training and coaching leading to a 15% boost in teamwide productivity.

BOYD BROTHERS INC. Panama City, FL June 1994 to June 2013

A commercial printing services provider that was acquired by Walsworth Publishing

Production Supervisor

Directed the efforts of a sizeable print production team in a fast-paced, deadline-driven environment while serving as a liaison to the customer service department. Performed quality inspections and machine maintenance/repair to ensure consistently high productivity.

Key Accomplishments:

Played a key role in the acquisition of a three-year, $450k contract by leading the team to meet an aggressive deadline for printing 50k books that two competitors declined to accommodate.

Saved the company from losing $250k in annual revenue by resolving the production concerns of an unsatisfied customer and reacquiring the account.

Cut the weekend shift’s spoilage by 20% through analysis of higher performing shifts and the implementation of Six Sigma techniques, such as a rotating mentorship program and including all team members in decision-making processes that significantly improved employee engagement and morale.

Continually improved the performances of all team members through hands-on training, coaching, and mentoring.

Additional Experience

Perfect Binder Lead Boyd Brothers Inc., Panama City, FL

Principal Whitehead Home Improvement, Apalachicola, FL

Education

Master of Arts in Organizational Leadership

WESTERN GOVERNORS UNIVERSITY TEXAS Austin, TX 2018 3.5 GPA

Bachelor of Arts in Information Technology

COLUMBIA SOUTHERN UNIVERSITY Orange Beach, AL 2016 3.25 GPA

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