Customer Service

EXPERIENCED CUSTOMER RELATIONS REPRESENTATIVE

Project Manager-Sales Support-Client Servicing

“Understanding and implementing customer goals, budget and time line to balance and proactively manage these components are my top skills.”

SUMMARY

• 15+ years of progressive career growth gained in fast-paced production environments where quality, attention-to-detail and rapid-response times are critical.

• Proven technical knowledge and career experience in Commercial Printing including supporting high-profile and demanding customers producing date-sensitive products.

• Effective leadership, communication, inter-personal and problem-solving skills, combined with proven dependability and positive attitude and attention to detail.

EXPERIENCE

Acuative Corporation (formerly Telsource) August 2001, to Present

International company handling IT software, in business for 30 years. Servicing phone lines, fax machines, and Cisco.

Service and Delivery

• Answer incoming calls from customers and technical staff.

• Enter all information into computer and create dispatch tickets.

• Answer all inquires from clients and technicians.

• Dispatch technicians to customer sites per qualifications, and skills.

• Secure required parts as needed for maintenance repairs.

• Monitor and dispatch technical staff to proper locations according to their knowledge and skills.

• Make out bound calls to clients to schedule appointments, solve issues, and coordinate repairs.

• Monitor all technicians routes, for travel in jeopardy, excessive travel, and excessive time on site.

Prestis Restaurant Oberlin, Ohio June, 2011 to August 2011

A family owned and operated full service Italian restaurant

Waitress

• Greet customer-entering restaurant take food and drink orders.

• Enter all orders into computer to be sent to kitchen for preparations.

• Prepare all side orders as needed

• Serve all food and beverages with promptness and courtesy.

• Act as cashier on all transactions. Keeping accurate account of all moneys

• Close down all sections of restaurant and clean and replenish all required items.

EM PRINT GROUP, Elyria, Ohio Dec. 2010 to Present.

A family owned and operated envelope printing company servicing trade only customers. Producing millions of envelopes and letter head daily.

Customer Service/Estimator

• Responding to incoming phone lines for quoting production costs. Including all manufacturing, ordering of special items and freight to final destinations.

• Researching previously printed items to ensure proper production.

• Data entry for orders received.

• Obtain quotes from vendors when necessary.

• Applied software skills; Dynamo, Decision Ware,

QUEBECOR WORLD, Oberlin, OH 1999-2009 (Division downsizing)

A 150+ employee division of the international commercial printing company producing direct mail advertising for Fortune 500 Retailers, Travel, Entertainment, Telecommunications, Financial Institutions plus Industrial, Franchise, Education, and Automotive companies.

Customer Service Representative/Project Coordinator

• Principal company liaison for a wide range of customers. Plus plan and execute the printing and distribution of large volumes of materials with multiple versions and destinations including specialized and targeted versions.

• Foster and develop positive working relationships with customers to assure continuous customer satisfaction, quality standards adherence, and that the desired product is produced and delivered accurately in an efficient, cost-effective and profitable manner.

.

• Manage and oversee the entire production process - securing all production, packaging and shipping materials.

• Obtain bids for specialized and custom work and secure the project from contractors

• Maintain close working relationships with production leaders, machine-operators and assemblers, warehouse and shipping staff to ensure quality and delivery accuracy. Communicate with the customer throughout the entire process.

• Continuously monitor quality and completion dates to ensure customer expectations are met Began in production roles but was promoted and advanced rapidly within the company.

• Work closely with the Finance & Sales Departments - generate invoices and capture all costs, especially for unique customer requests, plus prepare bills-of-lading.

• Prepare all Customs forms and paper work for International shipments.

• Applied software skills; Excel, PowerPoint & Word plus Hagen business systems and operate all office equipment and use USPS, FedEx and UPS tracking systems.

• Lead, train and direct new employees including computer programs used.

• Started in production roles, was promoted and advanced rapidly within the company.

EDUCATION

• Customer Service Training & Development Program Certificate, Lake Forest Graduate School of Management, Lake Forest, IL

• Six Sigma / 5S Continuous Process Improvement training at Quebecor World

• Business and Career Advancement Certificate, EHOVE Technical School, Milan, OH

• Graduate / Diploma: Bellevue Senior High School, Bellevue, OH

Contact this candidate