Manager Customer Service
Resume:
Douglas Boyd
Project/Program Manager - AMERICAN TRUCKING ASSOCIATION
Waldorf, MD
**********@*****.***
• For the past 17 years, I have acquired an in-depth knowledge of managing and coordinating numerous printing projects/programs to ensure a successful completion along with managing printing plant operations. Provided follow-up to ensure all commitments have been met with each printing project. I have extensive experience as a print project/program manager, production manager, customer service team leader, and customer service manager; established and maintained effective relationships with other departments to ensure all printing projects and programs meets the needs of the customer.
Over 12 years of managerial and supervisory experience of over 10 to 20 team members and production staff.
Over 12 years of price negotiating, cost estimation, and contracting experience with external vendors to get the best quality and price for all printing projects.
Extensive experience and success working within challenging environments and timeframes.
Proven ability to effectively manage project/programs to ensure quality assurance and quality control, assuring quality results.
Strong focus on developing and implementing specifications from customer's objective to ensure effective processes for all print projects and programs.
Over 12 years of experience in overseeing numerous projects and programs, managing and resolving complex administrative, logistical, and technical issues and provide solutions for future service processes.
Excellent ability to troubleshoot and anticipate challenges that may present with different projects and programs.
Proven interpersonal, communication, and problem-solving skills.
Experience in providing direction and leadership formally and informally.
Proven track record of getting the job done and producing a quality product. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Project/Program Manager
AMERICAN TRUCKING ASSOCIATION - Arlington, VA
January 2006 to Present
• Represent the printing/graphics department by frequently meeting with customers and vendors to communicate the overall requirements for all printing projects and programs to ensure optimum quality and successful, on-time completion.
• Update and maintain all department schedules, outlining priorities, and deadlines concerning all printing projects and programs, and making any changes when necessary to resolve conflicts, any defective production issues, non-compliance with specifications, or customer concerns.
• Provide advice to customers regarding any new printing projects; attend meetings to discuss and develop strategies to ensure all the customer requirements and concerns have been met.
• Provide direct customer service and technical support to a wide range of clients; providing feasibility of options, product specification development, design and planning, pricing, and timeliness of the production.
• Review and evaluate all finished printing project to ensure the project is within budget; making recommendations to department manager regarding methods of improvements.
• Supervise a team of graphic designers (illustrations), pressmen, and mailroom staff responsible for the daily production of work, creating work priorities and daily assignments for each group.
• Meet with management, designers, print shop, and printing vendors to provide an individualized avenue for each customer printing project to ensure outstanding quality and successful completion.
• Manage the department's printing projects and programs schedule by coordinating all production activities with graphic designers, pressroom, and mailroom to ensure that all production deadlines, customer requirements, and commitments are fulfilled.
• Inspect and ensure all proofs and finished printing products meets or exceeds the Department excellent quality standards before releasing for print and final delivery.
• Provided daily production status reports of all printing projects and programs to the Department Manager; assist in new strategies development, operational planning, and technology implementation for more efficient and effective operation throughout the department.
• Facilitate and negotiate contracts with vendors on all external projects; monitoring expenses to ensure that all products, services, and price objectives have been met.
• Developed printing specifications and requirements for bid process on contracts, developed statement of work/work order, and negotiated pricing with vendors to ensure the best overall value for the company.
• Coordinated mailing and distribution for multiple projects. Project Manager/Production Coordinator
McARDLE PRINTING COMPANY - Upper Marlboro, MD
May 2004 to January 2006
• Maintained all departmental schedules, meetings, and production through automated computer information systems.
• Managed all print productions/projects from concept through completion to meet strict deadlines.
• Established and maintained effective relationships with other department's including Sales Department to ensure all projects and programs address the needs of the customer, ensuring customer satisfaction with the finished product.
• Utilize technology to ensure all projects properly logged and scheduled promptly.
• Prioritized time to keep all projects and programs on schedule.
• Negotiated pricing with vendors for all external projects. Education
Bachelor of Science in Printing Production Technology Florida A&M University - Tallahassee, FL
April 1990
Associate of Arts in Printing Technology
Chowan College - Murfreesboro, NC
April 1986
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