Customer Service Manager
Resume:
Robert A Rotman
Buffalo Grove, IL 60089-1188
************@*****.***
An innovative and accomplished Direct Marketing professional recognized for a unique combination of strong client relationship management skills and programming expertise. Extensive experience in consumer and business-to-business campaign management and execution, Database Marketing, Data Management, CRM, and Project Management. Demonstrated expertise in Data Hygiene, Merge/purge, Address Standardization and Postal Presort applications.
EXPERIENCE
RSVP Direct Wheeling, IL Nov 2015 – Present
Project Manager
Serve as the primary interface between the companies’s programming staff and clients on all Lettershop production matters. Lead resource for both the customer service and programming of all projects. Complete project management from start to finish.
Manage multiple projects at one time.
Create Lettershop instructions for Laser set up, cutting, folding, affixing, and inserting up to 12 inserts into a single package.
Responsible for Quality Control of all projects that are under my responsibility.
DATA SERVICE SOLUTIONS Bolingbrook, IL Jan 2011 – Nov 2015
Account Manager
Serve as the primary interface between the companies’s programming staff and clients on all Laser production matters. Lead resource for both the customer service and programming of all projects, including the organization’s largest client. Complete project management from start to finish.
Manage Laser personalization for multiple high volume mailings.
Create Lettershop instructions for cutting, folding, affixing, and inserting up to 12 inserts into a single package.
Manage staff of 4 people.
Manage interactive on line Print Management Center for companies largest client providing up to date status for all production activities.
SUPERIOR MAILING SERVICES Bedford Park, IL April 2009 – Jan 2011
Account Manager
Served as the primary interface between the companies’s programming staff and clients on all Laser production matters. Lead resource for both the customer service and programming of all projects, including the organization’s largest client. Complete project management from start to finish.
Managed Laser personalization for multiple high volume mailings.
Created Lettershop instructions for cutting, folding, and inserting up to 26 inserts into a single package using Mailshop software.
Insured that postage was one time to meet mail dates.
Confirmed that Barcodes were within Postal Regulations.
Communicated with clients on a daily basis to insure that production dates were met.
DATABASE PRODUCTION SERVICES Lombard, IL Feb 1997 – April 2009
Applications Programmer
Served as the primary interface between the company’s account team and clients on all programming and production matters. Lead resource for both the customer service and programming of all projects, including the organization’s two largest clients.
Managed programming for multiple high volume projects. Some in excess of 60 lists.
Partnered with the company’s account team to develop proposals, translate client campaign needs into actionable project plans and procure appropriate resources to complete the projects within the specified parameters.
Participated in the planning, design, and usage of data resources.
Point person for issues pertaining to software upgrades, system error trouble shooting, any necessary application programming as well as serving as the functional liaison with other parts of the organization.
Developed a data audit process for clients to monitor projects for quality assurance and accounting purposes. Managed quality assurance process with company staff to eliminate errors, reduce re-work and meet or exceed client timelines and quality standards.
Used Group1 Software to manipulate and suppress data.
Provided consulting services to clients to reduce costs and increase response rates.
JOHNSON & QUINN, INCORPORATED Niles, IL Oct 1992 – Feb 1996
Applications Programmer
Wrote customized programs in Group1 EZ-Letter using AFP (Advanced Function Printing) for client's laser direct mail personalization projects.
Analyzed client data for special programming requirements.
Programmed all direct mail processing required to accomplish client goals for the campaign.
Coordinated project throughput with Customer Service team and the client.
Responsible for final quality control review to ensure 100% compliance to clients’ requirements.
Used Group1 Software to manipulate and suppress data.
DIRECT MARKETING TECHNOLOGY Schaumburg, IL June 1987 – Oct 1992
Customer Service Representative
Acted as key liaison between major clients and company production staff.
Managed projects from inception to completion.
Translated project goals into actionable instructions and delegated to programming support team.
Responsible for final quality control review to ensure 100% compliance to clients’ requirements.
DATA PROCESSING EXPERIENCE
Production Software
Generalized Selection, List Conversion, Consumer Merge Purge, Business Merge/Purge,Code1Plus, Mailstream Plus, SyncSort, MoveForward, Geocoding, Pitney Bowes SmartMailer, Microsoft Access and Excel, Mailers +4, Verimove, Mailshop,Printsream
System Software
FILE-AID, MVS/JES2, Sysview/E, QUICK-REF, MVS JCL, VSE/ESA
Hardware
IBM 3090 Mainframe, Windows/NT, IBM 3900, 3930, 3828 Laser Printers, Xerox 9790 Laser Printer, Siemens 2200, hp/2300-4 Laser Printer, IBM ES9000 Mainframe
EDUCATION
Courses taken in Political Science Northeastern Illinois University, Chicago, IL
ADDITIONAL TRAINING
GROUP1 Training Oakbrook, IL
List Conversion, Merge/Purge, Generalized Selection, Code1 Plus, EZ-Letter, Advanced EZ-Letter, Mailstream Plus.
REFERENCES AVAILABLE UPON REQUEST
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