Production Manager / Account Manager / Estimator

JOSEPH P. O’BRIEN

**** ******* **** **** • Waltham, Massachusetts 02451

603-***-**** • ***.********@*****.***

PRODUCTION MANAGER / CUSTOMER SERVICE MANAGER / ESTIMATOR

Hands-on leader with extensive experience streamlining and improving the performance, quality, and service of high-volume, fast-paced print production operations. Skilled at instilling a customer-driven focus throughout organizations with a strong commitment to ongoing process and productivity enhancements. Effective project manager adept at prioritizing and scheduling multiple, concurrent projects to ensure the consistent achievement of tight deadlines. Areas of expertise:

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Print Production Management • Customer Service • Client Relationship Management & Retention

Estimating • Contract Negotiation • Project Planning & Management • Problem Solving

Mac OS • Windows XP • MS Office Suite • Printsmith • HTML • PDF • FTP

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PROFESSIONAL EXPERIENCE

MICROPRINT, Waltham, Massachusetts • 2007-2010

Production Manager / Estimator (2008-2010)

Promoted to run all day-to-day production operations of this high volume digital print-on-demand company. Instituted a formal, standardized system for prioritizing, tracking, and advancing multiple concurrent projects. Served as final clearinghouse for quality and specifications checks and as the chief client liaison and customer service manager. Besides the owner, I am the only employee allowed to give formal pricing from scratch or to amend existing pricing using my discretion as needed.

• Overhauled management of the print operation, slashing the occurrence of late, incorrect, and sub-standard quality project issues nearly 70%.

• Created a well-run, efficient production system, consistently meeting all deadlines and delivering projects to exact customer specifications.

• Effectively took on the production management role at the owner’s request while working alongside the former production manager, fostering a team-based work environment despite internal challenges.

Account Manager / Estimator (2007-2008)

Managed customer orders from initial intake through completion and delivery, developing estimates, translating client requirements into specific order requests, driving the proof approval process, and ensuring the achievement of final deadlines and quality standards.

• Significantly improved customer service and client satisfaction by recommending a restructuring of the account management team to assign specific clients to each team member.

• Streamlined operations and enabled a stronger focus on account service needs by recommending the hire of a full-time shipping and fulfillment associate.

• Established a reputation for effectively resolving escalated client issues and for maintaining a customer-driven approach to account management.

JOSEPH P. O’BRIEN • Page 2 • ***.********@*****.***

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PRUDENTIAL VERANI REALTY, Londonderry, New Hampshire • 2001-2007

Residential Sales Representative

Managed the complete process of buying and selling residential real estate, developing and maintaining a strong portfolio of satisfied clients.

KIRKWOOD PRINTING, Wilmington, Massachusetts • 1999-2001

Customer Service Representative & Estimator

Liaised with clients and all internal departments to determine pricing and project timelines. Developed detailed job tickets outlining production plans to drive each project through the production cycle and meet client deadlines.

• Recognized by the owner for outstanding performance with promotion from customer service representative to take on the additional role of estimator.

• Selected to serve as interim production manager during all manager absences, managing relationships with external vendors and contributing to production meetings.

RR DONNELLEY, Hudson and Boston, Massachusetts • 1997-1999

Customer Service Representative

Managed relationships with all clients within the high volume, detail-oriented financial services sector. Ensured accurate translation of complex, highly sensitive client information and data into an understandable format for the production team.

• Consistently met all client deadlines despite rapid turnarounds for projects in support of business critical events such as IPOs, mergers, and acquisitions.

CAREER NOTE: Additional roles include positions as Account Manager for DANIELS PRINTING and as Estimator, Sales Representative, Project Manager, and 4/C Stripper for EASTERN RAINBOW. Details available upon request.

TRAINING

Team Building Workshop & Certification • Dale Carnegie Public Speaking Certification

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