Customer Service Manager

Allene Stevens

Goal

Results oriented past employee of RR Donnelley that has proven experience within all of the departments at the Nashville facility, including but not limited to Project Management, Accounting, Laser floor operations, coupon bindery, inserting, prepress, and press. Seeking to obtain the position of Professional Service Manager, within the IT industry, which would allow me to utilize skills and knowledge I have obtained through previous positions. A dependable, quality conscious and extremely organized professional with the objective of using the skills and knowledge I have attained to contribute my personal ability and commitment to professionalism.

Accomplishments

Over twenty-four years’ experience with RR Donnelley formally Check Printers.

Established Customer Service in 1992.

Upon their closure coordinated all of the production from the New York MICR-Data, Jacksonville FL and Winston Salem NC facilities into Nashville with little to no impact on customer service and service levels. Once the decision was decided to close the Nashville facility and distribute production over 4 other facilities, coordinated and visited on site facilities to insure the customers would continue to receive the same level of production and professionalism as they did at the Nashville facility. The Nashville facility was closed on June 30, 2015, I was requested, and accepted, to stay on for an additional 3 months as a consultant, working from home.

Established all training guidelines that were currently in place for Value Added Service Team “VAST” Project Managers

Provides leadership and direction to the Project Management Team through performance evaluations, mentoring and training

Coordinated budget and the strive to meet EBIT yearly and quarterly reviews

Professional Experience

Value Added Services Team “VAST” Manager March 2005 – Present

Committed to ensuring that direct reports understand the purpose, objectives, practices and procedures of their daily responsibilities.

Align resources in seeking mutually beneficial creative solutions for customer needs.

Knowledgeable in the skills and responsibilities of the job.

Communicates clearly and completely when involved in meetings/presentations

Displays a “can do” attitude and follows through on commitments to the customer in the organization.

Effectively uses power and influence

Inspires the cooperation and confidence of others

Seizes opportunity to expand and enhance business related knowledge skills and ability.

Title change when Moore Wallace bought Check Printers and then merged with RR Donnelly. Coordinating with Project Managers on the necessary changes to become a part of the BCS division.

Customer Service Manager 1992 – March 2005

Established Customer Service. Prior to these dates clients corresponded directly with programming, Vice-Presidents and sales.

Responsible for more than 250 clients and $60 million in annual sales.

Coordinated year-end compliance printing and assuring that Check Printers meets IRS Federal Regulations.

Meet with clients, either existing or potential, in town or out of town, to demonstrate Check Printers capabilities.

Wrote all of the Customer Service Standards and Procedures.

Knowledge of file formats allows me to assist clients on mapping the data file to their requested printed information for new set ups, or revisions to existing set ups.

Aided with Production Standards and Procedures.

Set up training guidelines for all new software or hardware.

Trained new Customer Service representatives.

Billing Clerk – November 1990 - 1992

Handled all aspects of invoicing. Data entry for each production job into the invoicing system, balancing, printing and mailing invoices to clients.

Programming and Software Skills

Microsoft Office 07, Microsoft Windows® 2000, Microsoft Office Projects, Access, PowerPoint, Adobe PhotoShop, BIM Mainframe, Internal Job Tracking system, Ultra Edit, Printstream, Excel and InfoShare. I have also become the SME in most internal programs.

Related Skills

Ability to attain and process knowledge rapidly, as well as multi tasks

Knowledge of Mortgage Industry, IRS regulations and the printing industry

Hard working, competitive individual capable of working with minimal supervision and enjoys contributing as a team player as well as working alone. Self motivated and enjoy learning new software and challenging my skills.

Education

Associates – Accounting – West Virginia University – 1986

Certificates

Dale Carnegie Public Speaking

International Bribery Laws

Leadership Management – Effective Personal Productivity

Achieving Service Excellence

Team Leadership

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