Inside Commercial Representative Resume Example

• Primary point of contact for clients and all areas of document production.
• Provide customers quotes, time and money saving document enhancements and the final product expediently.
• Communicate job intricacies to pre-press, digital printing, offset printing, bindery, hand bindery, shipping, receiving and inventory control through electronic and client-facing programs.

• Returned to the Lomira, WI plant in 2003 to lead the InStyle Magazine start-up.
• Increased profits by developing, initiating, and managing CAST Team (Customer Action Satisfaction Team).
• Developed and shared best practices across the company, including CAST Teams.
• Created new processes and systems for increasing customer service satisfaction.
• Identified inefficiencies and made recommendations for process improvements.
• Cross-trained and provided back-up for other customer service representatives when needed.

• Selected in 1997, following 3 years of building the Lomira CSR team, for a pivotal role in the general operational start-up of the Martinsburg, WV plant and the creation of its customer service function.
• Served as primary resource on client perspectives for the company president Larry Quadracci.
• Key activities in Martinsburg included: Teamed with Plant Manager in the hiring of plant management personnel, establishing wage and salary rates and in setting performance goals needed for plant success.
• Served as initial Plant Schedduler for determining job production cycles and coordinated weekly production review meetings.
• Instructor for orientation classes, as well as production and service related courses.
• Grew the CSR department to 15 employees, including all hiring, training and coaching activities.
• Leadership and development of CSR skills and teams.
• Working manager both growing a department as well as account management.Recruited, managed and mentored an average of 7 new customer service representatives per year.
• Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
• Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
• Recommended then implemented changes to existing Customer Service SOP's company-wide.
• Plant success was pivotal to key accounts, e.g.,Victoria's Secret, National Geographic, Kohl's and J. Crew.

• Working manager by both growing the customer service department as well as handling accounts.
• Interviewed, hired and trained new quality customer service representatives.
• Recruited, mentored, coached and managed an average of 7 new customer service representatives per year.
• Effectively communicated with team members to maintain clearly defined expectations.
• Developed, implemented and monitored programs to maximize customer satisfaction.
• Resolved escalated customer issues and complaints with professionalism.
• Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
• Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
• Strengthened client relationships and trust by understanding their business and working on their behalf throughout Quad.
• Role was expanded to include participation in contract renegotiations.
• Chosen to test many pilot customer service initiatives and software tools providing input on needed enhancements and effectiveness.
• Later trained the launch to others, including customer-facing programs.
• Facilitator at customer-company team building events.
• Experienced in training and applying Lean principles to Customer Service and administrative procedures.
• Changed Customer Service priorities by increasing the accountability for financial results, as well as print deliverables.
• Originated the use of a multi-disciplinary problem solving approach to examining all aspects of account management and production. Initial effort reversed an account from a 21% loss to a 17% profit. This methodology was documented and became a company-wide model.
• Customer knowledge promoted several opportunities to suggest revenue producing ideas/sales.
• Solved major paper overconsumption problem, on a key account, which had required Quad to pay contractual penalties of $1.7 million annually.
• Led cross-functional team and identified corrective measures resulting in a $55,000 bonus (to Quad) and greater customer confidence in overall capabilities.
• Key client relationships included: Seventeen Magazine, L.L. Bean, and Lands' End catalogs and Target inserts.

• Main point of contact for customer.
• Quarterback for all departments in print production process
• Created, organized and provided pre-press, print, finishing and distribution areas all necessary instructions, examples and communications to produce the client's printed product.
• Quoted and invoiced contract clients' projects.

Identified patient care needs, prioritized treatment and provided total patient care.

Utilized strong assessment skills to determine necessary patient care.

Completed clinical rotations in Medical/Surgical, Obstetrics, Psychiatry and Geriatric specialties..