1a35c11c-bd7b-413d-b205-0573a678ac02

Andrew Smith


Phone:

(000) 000-0000

Email:

[email protected]

Address:

287 Custer Street, Hopewell, PA 00000

Professional Summary

Visionary, results-driven customer account manager with years of developing expertise and building relationships across many departments within our company. Looking back on my career, I can see where Quad and the great people I’ve been surrounded by took a kid with no purpose and developed a highly motivated, ambitious individual who thrives at problem solving, thinking outside the box, and easy adaptability to an ever changing industry landscape. My most important role in this company is the one that doesn’t check a box or is accounted for on paper. I believe that I’ve become a rare type of employee that can both ask hard questions and look for better ways while also being the voice of reason and rally the troops when we are asked to do things that we don’t fully understand or internally accept. My sincere hope is to enjoy a lifelong career as a member of the Quad family. 

Employment history

Jan. 2020 – Present
Predovictown, Vermont
Customer Account Manager, Von LLC

Manage client print commitments from planning through production. This includes managing artwork uploads, building press tasks, finishing tickets, order fulfillment and various customer centric duties. Concurrent to these responsibilities, I perform postal tasks for a dozen or more titles across the network – including but not limited to mail file processing, delivery reports, postal estimates and updates. Currently serve as the CE spoilage champion for The Rock plant. Also, was previously the Meredith one-voice for The Rock. Have provided JI training for CSA’s, as well as participating in the Service Optimization Rollout. 

Apr. 2015 – Oct. 2017
South Tawana, Iowa
Postal Account Strategist, Hauck-Buckridge

Manage client mail requirements from presort through delivery. Extensive experience in USPS Standard Mail, as well as some periodical and publication mailers. Heavy emphasis on Quad’s comail capabilities, having served as The Rock plant’s comail coordinator for 8 years. As we began the transition to service optimization, I wrote and performed job instruction for CAMs on postal responsibilities. A member of the PAS Consistency Group from inception, I helped author and/or authorize standard operating procedures for the role. 

Aug. 2011 – Sep. 2011
North Emilioview, New York
Saddle Stitch Operator, Sauer-Spencer

Responsible for the saddle stitching of catalogs, mostly on multi-binds and monthly production of NRA titles. Experienced on multiple pieces of Finishing equipment including saddle stitcher, offline mailer, trimmer, folder, flat cutter and label-aire. Helped test and troubleshoot intellitrim technology at installation. 

Jun. 2004 – Jul. 2004
Cummingshaven, New Jersey
Press Material Handler, Bins Inc

Split this time as an Express Personnel and Quad employee. Ran an SMC bundler, stacked books, and trained as a roll tender. 

Education

Feb. 2017
BBA: Management

  • West Schuster – Feestmouth, Indiana

Jun. 2006
Associate of Arts: Psychology

  • South Schumm – Winnifredchester, North Carolina

Skills

Customer Service
Experienced

Postal Knowledge
Experienced

Leading within Quad I
Experienced

Project Management
Experienced

JI Instructor Training
Experienced

National Society of Leadership and Success Member

Fundamentals of Leadership – Southern Crescent College Certification

customer account manager

  • Explain products and help decide which would be best suited for their riding conditions.

customer account manager

  • Track and follow up on existing quotes.
  • Serve as the overall coordinator between the customer, branch and Sales Director.
  • Maintain all prospective customer data in the Acton’s CRM Database and use the information contained therein as the sole source for prospective customers and interactions.
  • Large capacity of outbound, cold calls on a daily basis.

customer account manager

  • Provides monthly performance feedback to CSR’s in order to address performance gaps and manage performance improvement
  • Through strategic management and measurement of team performance, develop, plan and execute departmental improvements while simplifying processes
  • Works with managers and supervisors to provide a work environment and culture that promotes customer service, staff development and achievement
  • Manage the operational activities of the contact center including quality service, workflow, work force optimization, and cost management
  • Work with peers in a team setting to develop and implement improvement suggestions, policies, work forecasting, and staff scheduling
  • Maintain team’s call quality standards, providing feedback and developing performance development plans
  • Provides oversight and technical direction for order management, inquiry management, and invoice management activities

customer account manager

  • Communicate customers needs and requests to clients
  • Communicate issues to clients and work to develop solutions
  • Manage category review schedules 
  • Arrange client appointments with customers

customer account manager

  • Manage over 150 Natural, Organic and Specialty Brands in Dierbergs, Straubs and Niemann Foods
  • Attend all headquarter meetings
  • Work closely with clients to develop promotional plans and to achieve their objectives
  • Work closely with Distributors
  • Work closely with Business Managers and complete trackers as requested
  • Present new items to assigned customers and monitor execution of accepted items at store level
  • Complete and submit monthly promotional contracts and monitor execution by customer