Customer Service Management
Resume:
Howard S. Grollnek
Culver City, CA 90232 *********@*****.*** Cell 310-***-****
Print Production / Operations Manager
– Specialized Knowledge within Printing, Copying and Graphic Services Operations –
Qualifications Summary
• Career distinguished by 19 years building Paramount Pictures Graphic Services department into the leading in-house print shop within the entertainment industry.
• Forged alliances with television production facilities throughout the entertainment industry based on reputation of providing clients with competitive pricing and customer service excellence.
• Documented success assembling high producing teams and generating fast paced workflow with multimillion-dollar gains. Understand key business drivers and best working practices while maintaining business competitiveness to consistently exceed corporate objectives.
• Proven record of maximizing performance potential and building strong business partnerships. Recognized as a key advisor, creative problem solver, skilled leader, and astute business analyst.
• Adept negotiator and relationship builder; engages in successful vendor negotiations, secures favorable terms, cultivates strategic alliances, and unites disparate groups for win-win outcomes.
• Technical Experience: Highly skilled and proficient with PC programs (Word, Excel, Outlook). Experience with MAC (Quark Express, Photoshop). Current on latest electronic equipment and trends.
Core Knowledge Areas
• Business Analysis / Consulting • Administration Management • Change Management
• Successful Vendor Negotiations • Business Development Strategy • Operations Management
• Directing High Producing Teams • Building Strategic Alliances • Customer Service Initiatives
• Process Efficiency Improvements • Revenue Growth / Repeat Business • Proactive Management Style
Professional Experience
PARAMOUNT PICTURES CORP – Hollywood, California 1989 to 2009
Paramount Pictures, a global provider/distributor of filmed entertainment, is a part of Viacom, a leading content company with prominent and respected film, television and digital entertainment brands.
Director, Graphic Services
Managed day-to-day activities and operations implementing policies, procedures and standards to increase operational performance of 13 direct report employees. Responsible for payroll and annual job reviews of staff as well as assigning their work schedule. $3-$4 million annual budget responsibility.
• Determined specific job requirements and appropriate process for each printing project to ensure optimal quality and efficiency in servicing clients’ needs. Ensured that no work/service was performed without a valid printing request form. Provided appropriate staff training/guidance when necessary.
• Followed up customer inquiries pertaining to project costs and the Printing Estimator when preparing price quotes. Consulted with vendors regarding materials cost, availability and delivery time.
• Prepared daily work schedules and assigned projects to department personnel, prioritizing projects according to specific due dates. Maintained contact with customers regarding completion of jobs and discussed alternate arrangements when requested delivery time was running behind schedule.
• Alerted management to issues affecting production, quality, impending or missed deliveries of orders.
• Strictly adhered to company’s purchasing policy. Effectively managed time and determined resources needed to efficiently perform job assignments, and when necessary, coordinated corrective actions.
• Maintained highest quality for all jobs produced in copy center and material requiring typesetting. Along with the press foreman, monitored the quality of all press work produced within the shop.
• Promptly resolved all client problems associated with materials, supply or delivery to ensure maximum customer loyalty and satisfaction. Acted as Department Head in absence of the VP, Graphic Services.
EARLY CAREER
MARINA PRINTING – Marina Del Rey, California – Owner/Operator: Commercial Print Shop 1983 to 1989
-- References and supporting documentation furnished upon request --
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