Customer Service Representative

Stephen E. Holbrook

*** ***** *****

Warsaw, Indiana 46582-1949

Telephone 574-***-**** (H)/574-***-**** (C)

E-Mail: ***************@*******.***

I want to explore new challenges and undertake new

responsibilities in a Customer Service/Sales management

organization where I can utilize my talents and bring value to a

Company's operations.

Summary

I have excellent interpersonal and communication skills. I have

an excellent history of team member development - currently,

there are 17 individuals within the organization who I have

recruited/hired/and helped develop within my area of influence

who are Directors, Managers, or Supervisors. I have an excellent

track record of being responsive to Customers, Sales, and

Manufacturing and meeting or exceeding their expectations.

Work History

(RR Donnelley is the world's largest commercial printer and

communications services provider)

10/01-10/14 Customer Service Supervisor/Customer Service Representative,

R.R. Donnelley, Warsaw, IN

. Supervise Customer Service Representatives, Customer Service

Assistants, and Account Clerks.

. Function as Lead Customer Service Representative on multi-

million dollar Accounts.

04/00-10/01 Regional Procurement Manager, R.R. Donnelley,

Willowbrook, IL

. Managed ten (10) site procurement staffs in regional

structure crossing multiple Business Units. Managed site

procurement staffs through leadership, training, and

coaching.

. Helped coordinate continuous improvement of strategic

programs through the tracking of supplier and site

performance metrics.

. Promoted Best Practice development to maximize supplier

capabilities and savings potential.

03/95-04/00 Customer Service Supervisor, RR. Donnelley, Warsaw, IN

. Supervised Customer Account Managers, Customer Service

Assistants, and Account Clerks.

. Functioned as Lead CAM on large Corporate Client.

. Participated on the Corporate Customer Service Best Practice

Team - 1997.

. Participated on a wave in Worldwide Procurement on a

Strategic Sourcing Initiative - 7/98-10/98.

03/94-03/95 Human Resources Supervisor, R.R. Donnelley, Dwight, IL

. I was assigned the task of helping lead the Division in a new

quality improvement process.

-Completed "Process Improvement through Work Redesign"

course at AQP (Association for Quality and Participation) -

1994.

-Completed "Implementing Quality: Problem-Solving Tools and

Techniques" course and "Quality Auditing Course" (22.5

hours) at Joliet Junior College - Fall, 1994.

07/83-03/94 Customer Service/Distribution Services Supervisor, R.R.

Donnelley, Dwight, IL

. Transferred to Dwight for new product start-up (offset

newspaper inserts). Assigned responsibilities during start-

up included, but were not limited to, the following:

-Served as Leader of New Product Start-up Team.

-Assisted in the training of three (3) Customer Service

Representatives

in the tabloid module at the start-up.

-Assisted manufacturing and support services in all phases

of the start-

up and acted in the capacity as Leader and Subject

Matter Expert.

-Assisted in the development of Customer Service and

Distribution

Operating Procedures.

-Prepared operating budgets for Customer Service and

Distribution

Services.

-Assisted Sales with manufacturing and production plans.

After start-up:

-Attended Management Seminars at Purdue University, W.

Lafayette,

IN.

-Served as Quality Consultant to the Bindery (1984-1989).

-Assigned responsibility for the transfer of cover pre-

press operation

from Chicago Plant to Dwight.

-Responsible for paper damage claim process.

02/79-07/83 Customer Service Representative I/II, R.R. Donnelley,

Warsaw, IN

. CSR for Company's first "live" ink-jet addressed and

selectronically-bound jobs

. Job-engineered such accounts as Gemco, Eddie Bauer,

Sears, Service Merchandise, Brooks Brothers, Gurney Seed

and Nursery Company, Anchor Hocking, National Arbor Day

Foundation, Camping World, E & B Marine, Current, Inc.,

etc.

08/78-02/79 Customer Service Manager, Donnite Corporation, Plymouth,

IN

(Wholly-owned subsidiary of RR. Donnelley)

. Performed Customer Service and Sales Management

functions.

. Estimated and quoted unit prices on all products.

. Determined and ordered specific tooling requirements

(molds, dies, etc.)

. Performed all Production Control/Scheduling functions.

Education

B.S. Mktg/Advertising, Indiana University, Bloomington, IN

MBA, Keller Graduate School of Management,

Chicago, IL

I presently have six (6) courses to complete my Masters in

Human

Resource Management degree.

Interests & Activities

. Lifetime member of the Indiana University Alumni

Association.

. Member of the Indiana University Varsity Club.

. Member AQP (Association for Quality and Participation).

. Volunteer Consultant (Instructor) for Junior Achievement

of Northern Indiana (7th & 8th Grade Students). In

addition, provided personal finance and economics class

@ the Burket Alternative Learning Center.

. Board of Directors (Vice-Presidentj& President) of

Junior Achievement of Northern Indiana

. Charter member of Warsaw Community Foundation for Public

Education.

. Member of "Hoosiers for Higher Education".

. Volunteer for the American Cancer Society.

. Volunteer for the American Heart and Lung Association.

. Member of the Warsaw Masonic Lodge, Ft. Wayne Scottish

Rite, and the Kosciusko County Shrine Club. Currently

sponsor two (2) children to the Shrine hospital in

Chicago.

. Member of the Ft. Wayne Mizpah Shrine Club Clown Patrol

. Warsaw Little League Board of Directors/Finance

Chairperson - 1996-1999.

. Program Director for Warsaw Roller Hockey League 1996-

2000

. Member of the Director's Club - Wagon Wheel Playhouse

Theatre.

. Past member and Board of Director of Warsaw Kiwanis

Club.

. Warsaw (Indiana) Sesquicentennial Planning Committee

(2004)

Awards Received

. Kiwanis Club Director-of-the-Year, 1983.

. Biography nominated and selected for inclusion in the

26th edition of Marquis "Who's Who in the Midwest",

1998.

. Biography nominated and selected for inclusion in

Lexington's Who's Who Among Business Professionals and

Executives", 1999.

. Biography nominated and selected for inclusion in

Marquis "Who's Who in America," 1999,2000, 2001, 2002,

2003, 2004, 2005, and 2006 editions.

. Selected to be keynote speaker at the Kosciusko County

Youth Leadership Academy Graduation Banquet in June

1999.

. Biography nominated and selected for inclusion in the

2000 Edition of Strathmore's "Who's Who", 2000.

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