Customer Service

Douglas S. Hafer **** Stanton Ct. Aurora, IL ***** 630-***-**** *********@*****.***

Objective

To secure a position with a strong organization where I can utilize my experiences and skills to raise customer satisfaction and improve operational efficiency.

Professional Experience

DigiGraphics Inc., Warrenville, IL, April 2011 to October 2011

Project Manager/Sales Representative

● Estimated projects, created job tickets, developed action plans, created purchase orders, and invoiced my jobs using QuickBooks.

● I managed my accounts daily to insure my projects shipped on time and within budget.

● My accounts were on pace to grow revenue 5%.

● Designed and implemented the new Management Information System (Presidio).

Publishers’ Graphics L.L.C., Carol Stream, IL, September 1999 to April 2011

Customer Service Manager/Inside Sales Representative/Project Manager, December 2001 to April 2011

● Cold called prospects, developed a relationship and earned their business, with continual follow-up to make sure we meet or exceed their needs. In 2007, my accounts increased company revenue by over 10%.

● Established production time lines for client’s projects within their budget and suggest alterations to reduce costs without sacrificing quality or effectiveness.

● Estimated projects, had ongoing discussions with clients about their needs, and worked with clients to rectify concerns to a mutual satisfaction.

● Worked with customer service representatives and clients to resolve problems and ensure customer happiness and future business.

● Developed pricing standards and schedules with suppliers to streamline quoting, lower our costs based on volume, and increase speed of delivery time.

● Interviewed and hired potential employees for the Customer Service Department and the Prepress Department.

● Initial and ongoing training of Customer Service Representatives and auxiliary employees.

● Collaborated with leadership daily in directing employees and solving production problems. I was responsible for operations of the company when the owner was away.

● Scheduled 30 employees in the printing and bindery department to meet plant and customer deadline needs. Developed contingency plans and monitored work flow.

● Assisted in the ongoing development of the quoting and scheduling program. I developed and refined quoting templates that cut the time it took to quote a job by 50%.

● Assisted in setting up the new Management Information System (Avanti) to incorporate quoting, print production load balancing, shipping, and accounting systems.

● I worked with employees and management to resolve internal conflicts, set organizational standards, and create a positive work environment.

Graphic Artist September 1999 to November 2001

● Developed the first file storage system, ran the color printing press, created text layouts for customer, designed book covers, color corrected photos, and other general prepress duties.

● Worked with and gave clients advice on layout design, font usage, and image placement to help with the quality of the design and manufacturing efficiency.

Education

Masters of Business Administration, Ellis University, Chicago Illinois, May 2010

Bachelors of Science, Graphic Arts Technology Management, University of Central Missouri, Warrensburg Missouri, August 1998

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