Managed and maintained current business relationships with huge corporations. Constantly working to establish/maintain relationship objectives including a strategic service plan to ensure exceptional value and service is provided to the identified customer(s). I supported client needs during the production process. This included overseeing production of complex orders, establishing special instructions, coordinate outsourced orders, and served as a production project manager.In this… Show more Managed and maintained current business relationships with huge corporations. Constantly working to establish/maintain relationship objectives including a strategic service plan to ensure exceptional value and service is provided to the identified customer(s). I supported client needs during the production process. This included overseeing production of complex orders, establishing special instructions, coordinate outsourced orders, and served as a production project manager.In this position I served as a liaison between employees and the department Director.Duties included supervising a team of 6 Customer Service Specialist and served as the first point ofescalation.Coordinated outsourced projects for customers who required additional services outside of digitalprint. Show less

Led a company initiative to improve overall customer satisfaction by implementing a comprehensive quality assurance strategy that included the creation of a dedicated quality assurance department.Selected Contributions Include: Established and managed a quality assurance department that included four full time employees. Implemented call monitoring systems that recorded customer contacts, in order to evaluate employee performance and provide individual feedback for coaching… Show more Led a company initiative to improve overall customer satisfaction by implementing a comprehensive quality assurance strategy that included the creation of a dedicated quality assurance department.Selected Contributions Include: Established and managed a quality assurance department that included four full time employees. Implemented call monitoring systems that recorded customer contacts, in order to evaluate employee performance and provide individual feedback for coaching and training purposes. Authored a comprehensive quality assurance manual that detailed policies, procedures and best practices for customer service contacts (phone and email) that included scoring and evaluation metrics for quality assurance personnel. Resolved escalated and severe customer service issues, and trained and coached employees on how to do so. Show less