customer service & client relations

skilled client relations professional with 16+ years of extensive insight into successful customer service within the printing industry. well able to leverage diversity by seeking to understand different ideas and points of view to achieve business success. consistently set high standards of performance for self and others. skillfully remain productive in a high volume, high stress environment and demonstrate an appropriate level of composure and patience under trying circumstances.

purchasing / vendor relations / leadership & teambuilding / staff oversight

technical competencies: billing software (mv), word, excel, outlook; estimating digital printing (small/large format color printing and bindery/finishing).

career history

c2 reprographics, costa mesa, ca

customer service liaison, 2007 c 2009

• ensured that clients received the utmost in service when addressing the requirements of their print projects and coordinating team assignments.
• managed projects in a timely manner and adhered to all constraints including budget, time, and scope.
• conferred with customers by telephone or in person to provide information about services, processed or cancelled orders, production lead times, price estimates, invoicing, file set up and deliverables.
• stood as a front-line representative and referred unresolved customer grievances to designated departments for further investigation.
• examined projects deemed unsatisfactory by clients and find the quickest way to improve service and efficiency.
• collaborated with sales representatives in an effort to maintain efficiency during project progression and ensure maximum quality control.

consolidated reprographics, costa mesa, ca

color department estimator and assistant manager, color department, 1993 c 2007

• directed the professional success of 5 to 15 employees as the assistant manager of the color digital department focused on decision-making and planning.
• oversaw printing projects and managed execution by clearly conveying expectation for assignments and identified action plans needed to accomplish team objectives.
• exhibited a strong focus on service including identifying and anticipating customer requirements, expectations and needs; processed billing, estimating, and scheduling.
• consistently engaged, inspired, and energized staff by clarifying the broader purpose and mission of their work; provided honest, helpful feedback to others on their performance
• remained aware of the importance of building relationships by relating to people in an open, friendly, accepting manner when addressing customer inquiries about invoicing and deliverables.
• assisted clients with billing and credit memos and billing or invoicing accuracy.

education

fullerton college, studies in art/graphics