Customer Service Project Management

CATHERINE ANTHONY-GUDEL

**** ********* *****, ********** *******, OH 44130

440-***-****: 440-***-**** (cell) / *******@***.*** MANAGEMENT / GRAPHIC COMMUNICATIONS

Highly skilled management professional with experience in print, advertising, direct-mail marketing, and social media. Strong background in operations, marketing, production, graphic design, project management, print purchasing and customer service. Respected leader who works to promote a positive work environment to maximize productivity and achieve business initiatives. Exceptional communication and organizational skills.

●Project Management ●Decisive and Effective Problem Solver ●Customer Service

●Conflict Resolution ●Excellent Organizational Abilities ●Creative Workflow Process

●Project Launch/Kickoff ●Hiring/Talent Management ●Prioritize tasks w/Changing Deadlines

●Std. Operating Proc. ●Negotiations/Vendor Relations ●In-Design/Excel/Adobe PROFESSIONAL EXPERIENCE

NOTRE DAME COLLEGE, 4545 College Rd, South Euclid, OH 44121 - Director of Office Services: November 2021- Present

• Supervise subordinate staff and the day-to-day performance of their assigned responsibilities.

• Receive and allocate all office supplies while maintaining records for incoming and outgoing mail.

• Responsible for organizing and distributing mail within the various departments of the College.

• Maintain the ability to remain calm and productive while handling urgent mail and postal issues and escalations while also providing great customer service to our clients.

• Collect and prepare correspondence to be mailed. Correct and re-forward misdirected mail.

• Manage and schedule all audio-visual requests and perform actual set-ups and maintain all records for printer/copy issues and repairs.

• Capture images for the university identification card (ID) and enter accurate data into the ID system at the time of issuance. Verify paperwork of prospective cardholders prior to issuance of IDs. Issue ID cards in accordance with University ID policy

• Manage access control system and direct inquiries to the appropriate point-of-contact at the University.

• Created a monthly holiday board so that students/staff waiting for their mail and packages could be entertained with obscure holidays each month.

• Manages the ordering of office supplies, and ID system supplies. keeps inventory of orders

• Developed policies and procedures for the working of the mailroom and print services.

• Maintains and schedules the requests for all room reservations.

• Provide general support to all visitors and liaise with staff and faculty regarding all print requests. BALDWIN WALLACE UNIVERSITY, 275 Eastland Rd., Berea, OH 44017 - Safety & Security Dispatcher: Feb 2023 – present Part-time

• Monitor the incoming calls to Campus safety & security, analyze the severity of the issue of the calls, before determining if the calls need to be communicated with our safety & security officers.

• Checks with various systems CBORD and I-Park to confirm the validity of students or faculty who call in for assistance.

• Monitors the security cameras on campus for any unusual activity. WTWH MEDIA LLC, 1111 Superior Ave, Cleveland, OH - Customer Service Representative: May 2021- September 2021

• Worked with advertising and sales as main point of contact for collecting advertising material across the entire brand and product lines.

• Responsible for scheduling and managing of all print and digital deployments. Including, e-Blasts, e-Newsletters, sponsored content, embedded content, branded content.

• Processed all insertion orders and managed all incoming and outgoing digital production communications ensuring effective exchange of campaign info and asset deliverables between clients and production team.

• Managed resources and assignments and production schedules for all-digital projects.

• Provided reporting on all digital product deployments to clients per request. AMERIMARK DIRECT, L.L.C., 6864 Engle Rd, Middleburg Hts., OH - Marketing Circulation Coordinator: June 2020 – April 2021

• Liaison between AmeriMark Direct and vendors, printers, credit screening processors, and file processors.

• Heavy focus on problem solving and agile thinking.

• Coordinated processes leading to successful execution of catalog mailings.

• Maintained and coordinated all documentation leading to development and execution for all assigned catalogs. Understanding of marketing operation processes such as address hygiene, merge/purge, backend processing and Quality Control.

• Create detailed printing and mailing instructions for production. Set up catalog promotional multi-variant test splits in Excel and internal systems while also communicating information to relevant parties.

• Met all process related internal and external deadlines on the catalog mailing schedule such as sending print instructions to the printer. Setup and send documents for credit screening.

• Coordinated with all members of the circulation team to ensure all work was on time and error free. MODIS/SIGNET JEWELERS, Fairlawn, OH (Contract position) - Broadband/SDWAN Scheduler: August 2019 – February 2020

• Confirmed and monitored the daily internet upgrade schedules between all the Sterling retail stores nationally and the 3rd party contractors.

• Confirmed and monitored over 700 wireless circuit upgrades for Kay, Zale’s and the Jared brand stores.

• Managed vendor relationship/scheduled technician visits for over 700 Kay, Zale’s and Jared retail stores.

• Approved and confirmed daily and hourly changes of appointments.

• Provided daily reports regarding the status of the store’s internet upgrades, Utilizing Excel, Outlook and the Service Now ticketing system.

RICOH USA, Parma, OH- Conversion Project Specialist: July 2017 to March 2019

• Participated with the sales team in pre-sales activities to determine customer requirements, set customer expectations and develop the scope of work statements to accompany proposals.

• Onboarding of new clients

• Developed project plans for appropriate teams impacted by the project implementation.

• Provided follow-up on assigned tasks with the management teams from start through implementation.

• Assisted with the development and execution of testing cycles as determined by project.

• Confers with project personnel to provide technical advice and to resolve issues within the projects.

• Coordinated and maintained 3rd party contractors, suppliers, service providers and customer resources. STERLING JEWELERS, Fairlawn, OH - Marketing Coordinator: 2016 to 2017 Managed print production for deliverables of Pandora line of jewelry and regional stores for Kay Jewelers. Provided store counts, purchase orders to vendors. Obtained print quotes for projects/negotiated pricing. Worked with our color house and printers to expedite online proofs to all persons involved via the ES proofing/rampage proofing system. Scheduled approvals via Outlook and entered projects using our data entry system via Access. KEYBANK, Cleveland, OH - Production Coordinator: 2013-2016 Managed the internal distribution of marketing requests along with assigning the internal resources to the projects. Worked closely with our established vendors and acquired new vendors depending upon business needs. Managed the printing of all of the corporate bank event deliverables.

• Assigned our in-house creative resources to the incoming marketing project requests.

• Created project timelines using Work front project management system.

• Maintained/trafficked print and digital media requests to the various publications based upon media plans.

• Receiving and audited the incoming print invoices for the various print deliverables.

• Provided a consultative role with marketing partners when determining upcoming corporate events.

• Attended press checks for majority of our high-profile corporate events. AMERICAN GREETINGS, Cleveland, OH - Traffic Coordinator: 2011 to 2012

• Coordinated daily operations/resources including a large freelance base of artists.

• Managed and maintained a freelance budget of $65,000.

• Accessed and developed the standard operating procedures for the creative department workflow.

• Initiated the project management system for scheduling incoming projects in the creative department.

• Final proofing/compliance for the release of local brand style guides to meet marketing brand guidelines and standards.

• Scheduled/facilitated new project kickoffs. Liaison between illustrators, graphic design, freelancers, marketing department outside partners.

ADCOM COMMUNICATIONS, Cleveland, OH - Traffic Manager: 2010 to 2011

• Managed creative workflow process and staff of 20 for social and traditional media, and studio production departments.

• Developed standards and procedures for the routing of traditional and social media projects.

• Created templates and tasks for the Advantage PM System ensuring workflow process was in compliance with customer requirements.

• Collaborated w/ creative, production, account management teams for execution of deliverables and deadlines. GREAT LAKES PUBLISHING, Cleveland, OH - Production Coordinator: 2007 to 2009

• Liaison between the numerous printers, sales staff and project managers for creative department.

• Produced all schedules for various custom created inserts running in all publications.

• Managed printing for Pulse magazines 20,000 subscribers, custom inserts and subscription verification.

• Distributed orders to printer for custom media projects with auditing merging and purging mailing lists.

• Negotiated the purchase price for all mailing lists and custom media and assisted with yearly budgeting. Bachelor of Fine Arts, Bowling Green State University, Bowling Green, Ohio

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