Customer Experience Project Management
Resume:
Robert Kula
Crystal Lake, IL *****
*.****@******.***
Results driven professional with 20+ years of solid, successful experience within the printing industry. Strong focus on building positive relationships with all internal and external customers to achieve company goals while delivering best-in-class customer experience. Strong project management, verbal and written communication skills, extensive knowledge of Offset, Digital and Large Format printing along with all facets of the finishing processes. Experience
MGA Innovative Solutions Group – eCommerce Data Manager - July 2021 – Present
• Managed a broad scope of data management services, from preparation to print, to ensure accurate, quality output in a timely manner
• Worked closely with production to ensure the needs of the client are met
• Collaborated internally to improve processes, increase efficiencies, and reduce costs
• Streamlined daily workflow to meet or exceed expectations Nosco / (Formerly Haapanen Bros.) - Account Management Specialist - 2019 - 2021
• Build strong positive working relationship with key accounts that creates an environment of growth and high customer satisfaction
• Provide accurate analysis of customer demand forecasts, authorize production quantities, and establish target completion dates
• Conduct plant tours, host press approvals, entertain customers in conjunction with Sales
Graphic Arts Studio - Customer Service Representative - 2016 - 2019
• Review of projects from the sales team for accuracy to client specifications
• Acquired and approved purchase of materials for project fulfillment
• Request quotes and generate PO’s for any outsourced work
• Ensure jobs stay on track by coordinating with the client and all internal team members
• Manage all art files for color corrections and proofs per project
• Acquire approval of press proofs from client, approve press layout proofs and submit for print.
• Prepare drop ship lists from client PO’s and generate packing list
• Verify quality of work and create billing statements for project completion DataMart Direct Inc. - Senior Account Manager - 2008 - 2016
• Account management for variable digital printing (VDP) and mailing services
• Managed projects for fortune 100 clients that included VDP, highly-complex matched
(OCR) mailings, intelligent inserting & affixing, and variable imaging projects
• Offset commercial printing providing flexibility, accuracy and ease of business for the client
• Coordinated and implemented new workflow processes to improve efficiency, recipient experience and increasing output without compromising quality
• Provided a high level of customer support by defining a project’s objective, creating schedules and overseeing the quality from inception through execution by working with internal teams
eDOC Communications, Inc. - Customer Service Representative - 2006 - 2008
• Managed fortune 100 client in digital and offset programs
• Managed all aspects of projects: scheduling, purchasing of materials, logistics with vendors to final distribution
• Achieved project profitability with vendors thru cost saving initiatives without compromising quality and service
• Created technical instructions from customer specifications, maximizing cost, profitability, and quality throughout all stages of sheetfed and digital production
• Communicated with senior management and sales to meet schedules and deadlines Rapid Solutions Group, Inc. - Senior Client Administrator - 2002 - 2006
• Managed Fortune 100 and International clients grossing up to $11 million in sales
• Responsible for new technology implementations, manufacturing initiatives and creation of solutions for maximizing profitability and manufacturing efficiency
• Created and maintained Daily, Monthly and Quarterly reports providing tracking ability for internal strategic planning using MS Excel
• Maintained inventory, set up new SKU's and packages using AS400 software. Coordinated and implemented new project requests for improved customer experience Failsafe Media Company, Inc. - Art and Media Manager - 2000 - 2002
• Successfully managed the Art and CDR burning department
• Produce CDR adhesive labels on Mac and PC platforms from customer supplied artwork using Quark, Illustrator, Photoshop, and MS Word
• Restructured and improved overall workflow of department, organization of files on systems Mac and PC platforms among many other process efficiency and quality improvements
• Consulted with customers in composing layouts, utilizing knowledge of photographic and illustrative art to achieve the best results for the client while being profitable for the company
Software Skills
Efficient in Microsoft Word, Excel, Outlook, Teams, Salesforce.com, Hybrid, Radius, Heidelberg, PBM System, AS400, Mailshop, BCC software Accomplishments: Awarded Employee of the Month multiple times for various improvements
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