Project Manager Customer Service

THERESE A. SULLIVAN

*** ** ***** **** 540-***-****

Pembroke Pines, FL 33028 **************@*****.***

http://www.linkedin.com/in/terriasullivan

SUMMARY

Project/Account Manager who generated revenue growth, resolved conflict, improved moral and consistently exceeded goals. Planned and executed projects in a solid, highly skilled manner. Cultivated strategic business partnerships and developed productive relationships with colleagues, customers and staff at all levels. Communicated persuasively with well-developed presentation and negotiation skills. Budgeted, forecasted in a successful manner. Strengthen relationships with clients through highly developed customer service skills. Led team in a decisive manner with a goal of developing talent.

PROFESSIONAL EXPERIENCE

The Hartley Press, Jacksonville, Florida (April 2011 to Present)

Sales Representative

Charged with developing new territories for The Hartley Press, built a network of connections

with printers, publishers and retailers. Thrive on prospecting, cold calling while effectively using social media and in person networking. Skilled in developing relationships with all levels of customers.

QUAD/GRAPHICS, HQ Sussex, WI 1997 – 2010

Account Manager/Producer/Project Manager-Quad/Photo-Miami, FL (2007-2010)

Played a key role in establishing new commercial photography studio after a transfer to Miami. Built customer relations and new business. Administered all projects to expedite and coordinate production. Managed all office administration including purchasing, paying vendors/freelancers, verifying timesheets.

• Developed a high level of customer satisfaction through focused relationship building

• Coached new employees in the positive and unique elements of the company culture

• Increased sales with new and existing business

• Decreased office expenses by identifying excess expenditures and implementing alternatives

• Managed the file delivery, categorization and storage methods for both internal/external customers

• Orchestrated castings, created call sheets and daily schedules, location scouting and permitting for location shoots

• Experienced in CS5, Microsoft Office Suite, CRM, (Quad proprietary software: Insight, Project Control, Quad Library, Press to Bind, File Man, Service Billing, etc)

Imaging Service Representative/Project Manager-Quad/Imaging-Alexandria, VA (2001-2007)

Located inside, The National Geographic Society, Washington, DC

Exceeded customers’ expectations through superior customer service and project management of the premedia production process. Introduced customers to new technology thereby improving workflows and profitability for both the customer and Quad/Graphics. Generated quotes, schedules, and billing for books, magazines, catalogs and promotional pieces for the National Geographic Society and others.

• Demonstrated advanced customer relation skills that led Quad/Graphics to transfer me to work inside the most high profile customer in the company

• Developed a highly effective relationship working inside clients facility with a very different corporate culture from Quad/Graphics

• Developed new billing statement which resulted in decreasing turnaround in receiving payment and greater customer satisfaction

• Participated in LEAN manufacturing initiatives, Root Cause Analysis, Value Stream Assessments and Kaizen Events

• Provided quick turnaround time, modifying deadlines to accommodate customer and company business needs

• Prepared customer job for press: collected files from customer, paginated color and final proofs to ensure most updated pages printed correctly

• Directed pre-press and printing process from beginning to end, monitoring each facet of product completion

• Identified continuous improvements which resulted in reduced customer costs, new automation workflows and reductions in shipping, paper and proofing costs

• Repeatedly exceeded customer expectations through scheduling, entering data, tracking jobs through production areas, costing, billing and process improvement

• Continually provided quick turnaround time, modifying deadlines to accommodate customer and company business needs

Imaging Service Representative/Project Manager-Quad/Imaging-Sussex, WI (1997-2001)

Managed and coordinated all aspects of premedia production with the client in getting their projects completed on schedule and to specifications. Generated production schedules and billing for books, magazines, catalogs and promotional pieces. Analyzed monthly financial report to determine where to achieve efficiencies.

• Achieved “Masters Cup” for mastering cycle of “Learn, Know, Improve, Teach” as a result of technical competence, tenacious work habits, vision for the future and being a role model/mentor

• Influenced team to grow in their professional capacity as team leader

• Prepared customer jobs for press: collected files from customer, paginated color and final proofs to press forms to ensure most updated pages printed correctly

• Directed pre-press and printing process from beginning to end, monitoring each facet of product completion

• Identified continuous improvements which resulted in reduced customer costs, new automation workflows and reductions in shipping, paper and proofing costs

• Repeatedly exceeded customer’s expectations through collapsing time frame needed to get projects to press by 25% each year

• Conducted employee evaluations and interviewing of prospective employees

Sales/Service in Printing

Previous to Quad/Graphics I was in Sales and Customer Service with KDV Label, Waukesha , WI 800-***-****). KDV Label is a full service flexographic label printer taking a project from R & D to finished printed product and Milwaukee Lithographing Co., Inc. who produced both labels and folding cartons.

I also had the pleasure of working as a Sales Representative for Delzer Lithograph, Waukesha, WI 888-***-****). Delzer is a sheetfed offset printer providing services from digital pre-press to materials fulfillment.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Bachelor of Arts, Political Science, UNIVERSITY OF WISCONSIN, Milwaukee, WI

Dale Carnegie Human Relations Approach to Professional Selling

Working toward Project Management Certification

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