Customer Service Project Management

Dennis Light

**** *. ******** ***. ***, Chicago, IL 60640 Cell: 312-***-**** ad5oew@r.postjobfree.com Profile: Operations Management

Offer extensive experience providing leadership and strategic vision in meeting goals and delivering improvements for customer service, productivity, quality and cost control A proactive, accomplished operations management professional recognized for ability to meet and exceed goals in creating value for employers and clients. Offer keen analytical and problem-solving skills with a demonstrated history of making sound operational decisions. Decisive and positive-minded; able to create productive workplace environments by empowering and encouraging team members.

Project management: Skilled at all phases of project management including needs analysis, solution criteria identification, iterative improvement and flexible response to change.

Logistics: Adept at coordinating complex operations, processes and workflows involving internal staff, outside contractors, supplies and other resources.

Recruiting: Highly perceptive in identifying talent with the ability to read people well; able to make hiring decisions that result in stronger teams and increased organizational effectiveness.

Client service: Skilled at building productive client relationships based on trust and respect as well as consistent performance and a deep understanding of client needs.

Training & development: Well regarded for ability to explain processes and procedures in ways that are conducive to information retention and ensuring high levels of performance.

Communication: A poised, articulate communicator with excellent interpersonal skills; able to listen well and consider multiple or conflicting viewpoints when making decisions and managing change.

HR management: Proficient at reviewing, establishing and implementing workplace policies and procedures, as well as with meeting regulatory requirements for documentation and reporting.

Technology management: Experienced at managing general IT and network needs to ensure optimal levels of staff productivity and system security.

Additional skills: Needs Assessment Problem Solving Organization & Prioritization Workflow Analysis Process Planning Policy & Procedure Development Organizational Development Customer Service Employee Communication Process Improvement Recordkeeping & Reporting Cross-Functional Team Leadership Vendor Sourcing & Relations Budget Planning Contract Negotiations Executive Communication Presentations PC & Mac Literate

Professional Experience

Teacher Peach/Quarasan, Chicago, IL November 2003−Present Director of Operations & Resource Strategy (October 2013−Present) Oversee operating areas that include talent recruitment and development, logistics, market research, HR, technology deployment and maintenance, and facility management for this design and educational marketing firm. Also provide operational direction and support for Teacher Peach, the company's teacher products online division. Lead a team of three direct reports in addition to overseeing 12 employees overall as well as freelance staff.

• Instrumental in providing guidance and assistance for the launch of Teacher Peach with responsibilities that include coordinating beta reviews of new products, blogger reviews, and product sampling with teachers to support new product development. Also provided guidance and assistance in placing products with Amazon.

Dennis Light Cell: 312-***-**** ad5oew@r.postjobfree.com Page 2 Professional Experience

Teacher Peach/Quarasan, Continued

• Continue to expand role substantially in the areas of staff recruiting, talent development and mentoring as well as HR with a focus on benefits administration and various reporting and compliance activities (such as those involving exempt vs. non-exempt staf and other labor laws).

• Oversee the ongoing development and maintenance of the company's network, desktop computers (PCs and Macs) and other electronic resources.

• Continue to be entrusted as an advisor with numerous high-profile projects and needs, such as Teacher Peach, HR, and talent development, with the company's senior management and ownership.

• Coordinated the company's recent move to its current location; oversaw all aspects of the move that included budgeting, timelines, vendor communications, contract negotiations, and construction and design activities.

• Provided key contributions to organizational development that included streamlining workflows and implementing process shortcuts as well as modifying the company’s annual review practices to make them more meaningful and motivating employees.

• Rewrote and updated the company's employee handbook. Resource Manager (December 2008−October 2013)

Led a team of 12 editorial staff members. Coordinated with Production, Image, Design and Accounting departments on project and process workflows and other needs to ensure timely and accurate content delivery. Negotiated vendor rates and monitored project budgets.

• Assumed increased responsibility for staf development and training.

• Created editorial schedules and workflows while managing multiple projects simultaneously.

• Recruited all freelance and internal staf for Production, Image, Design and Editorial departments.

• Coordinated and managed a freelance pool of writers and editors for all projects (up to 40 writers and editors per project).

• Served as liaison to clients for production, scheduling, budget and quality issues. Managing Editor (May 2005−December 2008)

Led a team of 29 editorial staf members. Worked closely with Production, Image and other departments in designing and implementing project and process workflows and managing other needs to deliver content on a timely and accurate basis. Negotiated rates and monitored budgets.

• Developed editorial schedules and workflows while overseeing multiple projects.

• Reviewed 6,000-8,000 contracts per quarter.

• Managed a freelance pool of writers and editors for all projects (up to 40 writers and editors per project); total internal and external team members increased to nearly 60 during peak periods.

• Assisted clients in a liaison role with various production, scheduling, budget and quality issues. Image Coordinator (August 2004−February 2005)

Served in a freelance role in managing an outside photo research house. Worked closely with the Executive Editor to choose appropriate images.

• Led a team of freelancers in maintaining a remote database.

• Tracked images in database by age, race and gender.

• Researched and procured obscure or specific images to meet project requirements.

• Oversaw and consistently maintained image count to budget. Photo Set-up Coordinator (November 2003−April 2004) Cast adults and children for client photo shoots. Served as a liaison between photographers and talent agents. Oversaw setup of photo studio and researched and procured all instruments for photo shoots.

• Cast more than 350 children and adults for photo shoots.

• Tracked every photo shot in database by age, race and gender.

• Renegotiated talent rates with Chicago area agents.

• Purchased all photographic materials needed for project shoots.

• Art directed shoot for special sections of a textbook project. Dennis Light Cell: 312-***-**** ad5oew@r.postjobfree.com Page 3 Professional Experience

Qumas Inc., Chicago, IL August 2003−November 2003 Marketing Assistant

Served in a temporary marketing support role for this provider of quality management and regulatory compliance software.

• Researched and tracked enterprise compliance management market trends.

• Organized direct mailing and telemarketing campaigns as well as global software training events.

• Assisted with the design of a new web site.

O’Connor Casting Company, Chicago, IL April 2002−April 2003 Session Director

Conducted and directed auditions for major national advertising campaigns.

• Maintained and serviced a client database of more than 4,000 names nationwide.

• Designed layouts and wrote copy for all promotional advertising.

• Managed all purchasing and ordering decisions for the office and client service supplies. Peter Elliot Productions, Chicago, IL January 2000−April 2002 Line Producer

Performed a wide range of tasks for this tabletop production studio. Served as a liaison between director and agency/client.

• Managed all financial decisions that affected bid packages.

• Scheduled all freelance food stylists and stagehands.

• Oversaw operations of video library and prop storage facility.

• Increased return client base through meticulous attention to detail and superior client service. The Filmworkers Club, Chicago, IL October 1996−April 1999 Operations Staff

Oversaw switchboard operations and performed other tasks for this full-service, post-production facility.

• Scheduled all daily edit and graphic sessions.

• Planned and organized all client and company special events. Education & Certifications

• Warsaw Community High School- Diploma 1991

• National Certification in Phlebotomy

Interests

Volunteering, literature, cooking, writing, yoga, computers, tennis, animals, personal development and music.

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