Manager Customer Service
Resume:
Al Reeves
Arcadia, CA *****
Email: *******@*****.***
Objective: Obtain a position in a direct mail related firm to assist them in growing their business as well as obtain experience in many facets within the direct marketing industry.
Experience:
(July 2009 – Present) – The Presort Center, Inc., Fresno, CA – Production Manager
At The Presort Center I directly manage several different departments including the OCR, Inkjet, Inserting, and the Warehouse. This group included over 25 employees and I report directly to the Owner/President. I improved the workflow between data processing, laser printing and production by requesting supervisors provide paperwork and materials which help us check quality and increase efficiency. Furthermore, I introduced current staff to different operating methods to increase automation within the facility ultimately saving time and money.
• Developed production logs to create spreadsheets for analyzing efficiencies
• Introduced the President and DP Manager to modules in the presort packaged software that automates repetitive tasks therefore eliminating redundancies (errors) and decreasing labor expense
• Showed supervisory staff in lettershop (hand work) how to delegate responsibilities to speed up the production line and identified opportunities to automate tasks.
• Worked with human resources to track labor hours to determine pricing strategies
• Assisted DP with completing the CSA (Customer Service Agreement) between the USPS and The Presort Center in order to move forward with implementing Full Service (IMB).
• Organized and chaired the daily production meetings which were used to outline any problems we may foresee during the day and determine if we needed any additional resources to meet customer deadlines.
• Reduced supplies expense 33 percent for inkjet system by communicating with vendors and purchasing supplies in bulk.
• Supervised the warehouse and helped enforce procedures to ensure that receiving and shipping was performed logistically, accurately and efficiently
(June 2008 – July 2009) – Automation Printing, Inc., Los Angeles, CA – Direct Mail Coordinator
While at Automation Printing I was responsible for assisting sales staff with direct mail marketing technical support. I frequently visited customers and explained how they can increase response rates through different techniques and limit returns and unresponsiveness. While reporting directly to the Owner/President, I presented him with pricing analysis for fulfillment jobs that were offered. I also became familiar with the printing industry with regards to paper, print formats, pricing and bindery.
• Assisted owner in creating a plan for implementing a direct mail department within Automation Printing.
• Researched equipment, software, and direct mail revenue from current customers to determine feasibility for implementing a direct mail department.
• Coordinated direct mail projects with vendors by obtaining quotes, providing specific instructions, and following the job until mail is dropped
• Trained staff in Printshop Mail and NCOA processing by teaching them the fundamentals of data processing as they pertain to direct mail.
• Researched different aspects of one:one marketing and relayed information to sales staff to help increase sales for variable printing
(February, 2004 to December, 2007) – AdMail Solutions, Inc., Azusa, CA – Owner
As owner of AdMail Solutions, Inc., the company grew to approximately $1,000,000 in revenue per year within two years. I achieved this goal by rapidly expanding our equipment base to meet customer demands. I also encouraged customers to refer business by sharing knowledge of postal regulations, data processing, direct marketing, and lettershop operations.
• Supervised staff of over 10 employees to meet customer deadlines while increasing efficiency by minimizing labor hours and procuring necessary equipment
• Data Processing – Knowledge of Jetletter programming, BCC Software, Printshop Mail, Parserat, and other software required to run a successful data processing department
• Knowledge of Access, Excel, Word, and Foxpro
• Extensive knowledge of DMM (to prevent Merlin failure) and Postal operations to determine in home dates for Standard, Periodical, and 1st Class Mail
• Operated Scitex 5120 XP System, Kirk Rudy Bases, conveyers, Kirk Rudy 525 Tabbers, Bell and Howell inserting Equipment
• Operated Network based Jetletter Printing Systems, Xerox 4110, and Xerox Docuprint 90 Print Systems
• Prepared postal paperwork and dealt with BME clerk or Mailing Requirements to process mail efficiently and ensure that all mail characteristics and sorting parameters were met
(1998 - 2003) – Target Mailing Services, Inc. – Vice President, Operations, Monrovia, CA
While working at Target Mailing Sevices, I reported directly to the owner and was responsible for data processing and increasing sales. While working in this capacity for two years, I introduced the company to many different cost effective solutions when customers presented jobs. I also used my data processing background to minimize mistakes and create efficiencies by developing macros. The most significant achievement was that when we lost a significant customer through attrition, I was able to help increase revenues by 85% to compensate for the loss and keep people employed while maintaining a similar profit margin.
• Supervised staff of over 15 employees to meet customer deadlines while increasing efficiency by minimizing labor hours and procuring necessary equipment
• Prepared responses to RFPs for different government entities such as the City of Glendale, South Coast Air Quality Management, and the City of Azusa
• Trained administrative staff with QuickBooks accounting software, Scitex Software, Jetletter, BCC Mail Manager
• Developed Task Manager Macros to prevent errors and increase efficiency with repetitive Data Processing jobs and set up jobs on the inserter and inkjet whenever necessary
(1991 – 1997) – Los Angeles County Department of Health Services, Los Angeles, CA
• Managed CPO Physician Associates Program – A group of 10 employees assisting contract providers with Medi-Cal billing in order to ensure timely payment
• Assisted with the implementation of a dBase III+ program designed to directly bill Medi-Cal and process claims more efficiently
• Prepared various reports to assist Administration in determining where patient waiting times were excessive and provided solutions
• Prepared annual budget justifications for a 200 employee facility
• Administrative liaison between the Emergency Medicine Physician Associates and the Department of Health Services
• Acted as an Administrator on Duty which assisted patients with complaints
Education:
(1987 – 1991) California State University, Long Beach – Bachelor of Arts Degree in Economics
(2000 – 2002) Devry University – Programming
References Available Upon Request
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