Customer Service Assistant

TOM MARSHALL

*** ***** **, *****, ** *****

H: 585-***-**** C: 716-***-**** ******@***********.***

SUMMARY

* Progressive career growth with 25+ years of experience gained in fast-paced, high-quality manufacturing.

* Proven production team leadership skills including safety, quality, customer-service, training, inventory-management, daily production-reports and analysis.

* Operator skills working with modern high-speed, wide-web, multi-color, offset presses plus specialized foil-stamping, embossing and die-cutting equipment working under deadline pressure and requiring outstanding Customer Service skills.

* Positive and effective leadership, written & verbal communications and inter-personal skills with equal effectiveness at all levels including senior executives, customers, vendors and production staff.

EXPERIENCE

QUAD GRAPHICS (Formerly World Color), Buffalo, NY 1979 to 2011 (Pending plant closure)

500+ employees / 900K+ sq. ft. division of the international commercial printing company – this division prints mass market paperback books plus retail inserts, magazines, and coupon books with in-plant mailing, and distribution capabilities - The plant changed ownership many times, most recently by Quebecor and World Color. This plant is now being consolidated and closed following the recent acquisition by Quad Graphics in 2010.

Operator and Assistant Team Leader

* Key member of a production team and principal assistant to the press operator / team leader.

* Accountable for Safety, Quality and Efficiency and Customer Satisfaction.

* Principal assistant to the Press Operator providing training and development of a 4 to 5 person crew on multi-unit, heat-set, offset printing presses including complex stacking equipment producing high quality books.

* Skilled operator of specialized foil-stamping, embossing and die-cutting equipment used to produce eye-catching book covers that are designed to provide retail shelf-appeal.

* Troubleshoot, adjust and repair any mechanical problems and provide preventative maintenance.

* Provide technical support to Customer-Service Representatives and Quality Control analysts.

* Continuously monitor flow of materials, equipment set-ups, job progress, quality, scheduling and production and equipment data-collection to monitor safety, efficiency, equipment performance, maintenance and productivity plus troubleshooting, repair and preventive maintenance.

* Apply Lean Manufacturing principles of workplace organization and adhere to ISO9000 standards.

I began in entry level production positions and learned the processes and advanced rapidly.

EDUCATION & TRAINING

* Safety Training: Hazardous Materials, OSHA Compliance, Machine Guarding, Move Smart Ergonomics, Hand Safety, Hearing Conservation, Lock-Out / Tag-Out, Fire Prevention & Extinguishers, Personal Protective Equipment (PPE)and Emergency Procedures / Evacuation.

* Leadership Training: Understanding Diversity, Problem Solving and Decision Making, Legal Interviewing Skills, Conflict Resolution, Workplace Violence Awareness, Sexual Harassment, etc.

* Process Improvement Training: ISO 9000 Standards and Continuous Process Improvement.

* Education: John F. Kennedy High School, Cheektowaga, NY 1977. ( 2 year Electrical)

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