Customer Service Print Production

Michael Angelo Bayo

704-***-**** *****************@*****.***

Customer Service

Act as a critical liaison between the customer, sales, and operations teams. Receive and process routine customer orders, inquiries, and/or customer issues related to orders. Responsible for maintaining the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning, and inventory management.

Professional Experience

Smurfit Westrock, Sr. Coord, Customer Service 7/14/21 to Present

Responding to Customer Inquiries: Addressing questions and concerns from customers ensuring prompt and accurate responses to enhance customer satisfaction.

Resolving Complaints: Documenting customer complaints and issues with empathy and professionalism, working to find effective solutions that restore customer satisfaction and loyalty.

Use order entry data to plan and schedule production (Sheeting, Printing, Die Cutting, Finishing, and Shipping departments) ensuring that finished goods are shipped to customers' locations accurately, on time, and in full.

Maintaining Customer Records: Accurately documenting customer interactions, inquiries, and transactions in the company’s database, RADIS by Citrix, to ensure a comprehensive customer history.

Collaborating with Other Departments: Working closely with sales, CAD, graphics and product teams to relay customer feedback and insights, facilitating improvements in products and services.

Training New Staff: Assisting in the onboarding and training of new customer service representatives, sharing best practices and company policies to ensure a consistent customer experience.

Adhering to Company Policies: Following company protocols and guidelines in all customer interactions, ensuring compliance with industry regulations and maintaining the company’s reputation.

Managing Time Effectively: Prioritizing tasks and managing time efficiently to handle a high volume of customer inquiries while maintaining quality service.

Printing & Graphics Coordinator

Experienced graphics coordinator, with a broad background in digital imaging, pre-press workflow and print production. Recognized for technical expertise and successful implementation of complex processes in a high-volume, deadline-driven production environment. Seeking an equally challenging opportunity in a new or similar environment.

Professional Experience

FedEx Office 4/2/18 – 7/7/21

Lead Consultant: Support Team and management in achieving corporate matrixes to contribute to district goals. Exemplify safety practices, successful customer centered service, team building of store associates with best practices and division target objectives by continual learning and training for growth. Production of: printing grand format to business cards, retail product sales, packaging & shipping.

PBM Graphics, an RR Donnelley Company, Durham, NC 3/17/14 – 2/20/18

PBM Graphics is a full-service printing and graphics communication company

Prepress:

Prepress: Press Fingerprinting, Press Approval, Color Calibration for press and proofs.

Prepress Platemaker: Offset, web and flexo plate making.

CAD cut & Cyrel blankets to control inventory of blankets to meet schedule needs.

Accomplishment:

Kodak Prinergy ColorFlow

Prepress Operator 3

Progression from Platemaking, to Flexo Cyrel, to CAD blankets and Samples, to Color Operator.

A Byte of Design, Hillsborough, NC 2013 - 2014

Sole proprietor of Sign business that did not realize it’s potential.

Rock-Tenn Company, Conover, NC 2004 - 2013

Rock-Tenn, now WestRock, creates paper & packaging designed to give customers a winning edge in the global marketplace

Prepress Manager 2007 - 2013

Leadership in supporting safety procedures and performance appraisals, implementing verbal and written directives as necessary to improve behavior while supporting team and career development

Coordinate with vendors and sister plants for best practices and process improvement for manufacturing processes

Managed Computer to Plate (CTP) and Prepress of digital workflow using Esko/Artpro and Nexus to Kodak Prinergy for proofing and large format imposition for food packaging and commercial displays

Graphics Coordinator 2004 - 2007

Directed activities of a designer and production assistant to obtain customer approvals on packaging development and modifications to graphics

Worked closely with Sales, Customer Service and Client Agencies to bring product to market

Promoted to Prepress Manager in 2009

Accomplishment:

Database Schedule for Workflow, Proof, Blankets and Dies.

VIPER (Verify Input Produce Evaluate and Repeat) for press sheet evaluation to made curve changes.

Migration from Esko to Kodak Prinergy.

Mebane Packaging Group, Durham, NC 2001 - 2004

A division of Westvaco, a leading packaging manufacturer

Art Director

Coordinate customer packaging of pharmaceutical and healthcare graphics with Customer Service, Sales and Production while managing proofing, approvals and job costs for billing

As Traffic Coordinator, integrated scheduling and production for on-time and accurate flexography and offset printing

Developed standards and specifications of equipment and servers for Computer-To-Plate implementation

Created workflows and master marks, wrote SOPs and training manuals

Accomplishment:

Migration to Esko/Artpro Workflow

CTP Computer to Pate implementation and training.

Database management for Scheduling, proofing, billing with relation databases with CSR, Customers, Pricing and billing.

After my Honorable Discharge from the Marine Corps, I attended Western Washington University, earning a B.S. in Visual Communications. I remained in the Seattle area, working first for my alma mater, then for Trade Products, Inc., first as a Graphic Arts Technician and then promoted to Lead Prepress Technician. In late 2000, our family decided to relocate to the East Coast, and we settled in Durham, NC.

Education

B.S., Visual Communications, Western Washington University, Bellingham, WA

Military

United States Marine Corps

Helicopter Maintenance/Public Affairs/Journalism

Honorably Discharged with the rank of E-5 (Non-commissioned Officer)

Technical Qualifications

Kodak Prinergy and ColorFlow, Oris print server, Esko Artios CAD, EskoArtwork, Artpro & Nexus,

Adobe Creative Suite: Illustrator, Photoshop, Acrobat Professional, InDesign

FileMaker Pro 11, Microsoft Word, Excel, Outlook, Access

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