Jeffrey Smith Email & Phone Number

Etobicoke, Ontario, Canada

Toronto, Canada Area

Responsible for review and development of pricing scenarios that best fit the customer needs for RR Donnelley’s production plants nationally. Assess RFP documents to build pricing estimates and grids based on specifications and logistics requirements. Liaise with the Sales team to ensure successful implementation and client retention.

Managed a team of 9 direct reports, responsible for technology and production Change Assessment and response as well as client communication and statement production planning for 15 clients including the two largest companies in Canada, at 5 production sites nationally. Responsible for new client production integration.Accomplishments:• Re-organized the team to consolidate with Change Assessment team, resulting in a savings of 2 FTE and improvement in Client Satisfaction survey rating from 3.90 to 4.20.• Improved team Employee Motivation Index (EMI) from 3.89 to 4.29 and Employee Engagement from 78% to 92%. Achieved 100% positive responses every year to “The person to whom I report treats people with respect,” and “The person to whom I report is a good manager of people.”• Developed and implemented a self-service technology solution for clients to request repeatable changes. Managed the project, which was >$50,000, including documentation, budget, and reporting to conform to PMM.• Reduced technology Change Response SLA from 15 to 12 days and continued to maintain 98% on-time response rate.

Managed a team of 4 direct reports, responsible for client communication and statement production for the two largest companies in Canada, at 5 production sites nationally. Acted as an escalation point for production planning and incidents.Accomplishments:• Established a proactive approach to client satisfaction, focusing on communication and prevention of dissatisfying incidents, encouraging team members to “see through the eyes of the client” before acting.• Developed and implemented mini-teams to expand cross-training which improved client satisfaction, reduced staff turnover, and reduced staff stress during vacation coverage periods.• Implemented “hours averaging” program which enhanced flexibility of efforts during high and low points in the production cycle.

Managed planning and production of bank statements as well as establishing documentation standards and templates to create consistency across all clients. Planned and executed production tours for client groups of up to 20 people.Accomplishments:• Developed an automated method to create schedules for applications resulting approximately 16 hours of time savings per month for each of 12 team members.

Managed planning and production of financial statements for Canada’s 4th and 7th largest banks in five production sites across Canada. Managed communication with clients up to the VP level during incident recovery periods, ensuring that their needs were addressed effectively during restoration of service.

Responsible for production art project management, including file and colour approvals for Shoppers Drug Mart’s corporate brand packaging (Life Brand and Quo), working on-site at the Shoppers Drug Mart head office. Planned and executed the production of packaging for up to 200 SKUs simultaneously using many print processes (lithography, flexography, screen, and gravure) on diverse packaging substrates.

Markham, On

Managed the costs, workflows, and scheduling of over 50 billboard, sign and POP print projects per month with a value in excess of $1 million annually. Clients included Pattison, Hyundai, Cadillac Fairview, and Energizer.