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Yyyyyy x. yyyyyy

- 1437 A Burton Ave Ÿ Lutherville, MD 21093 ( (410) 793-


Operations Manager (Direct Marketing)

Qualifications Profile


    Self-assured, dynamic, and results-driven management professional with more than 38 years providing high-performance client service, account management, and business operations support in the print media and direct marketing industries.

-    Proven dedication to delivering outstanding operational excellence that maximizes process and cost efficiencies in postal mail operations for a letter shop with about 30 million direct mail pieces sent to clients monthly that enable the business to achieve service quality advantages in highly competitive markets.

    Highly detailed, well-organized, and resourceful in harnessing limited resources to achieve expected outcomes.

    Decisive leadership with effective interpersonal communication skills that transform diversity into a unified force advantage in achieving objectives and shared commitments


Key Expertise

Sales Management

    B2B/B2C Sales Management

    Multiple Account Management

    Customer Service Management

Operations Management

    Strategic Planning & Execution

    Business Development

    Facilities Management

    Process/Workflow Improvement

    Relationship Management (Clients, Stakeholders, Public, & Suppliers)

    Project/Program Management

    Production Cost Management


    Staff Supervision & Training

    Office & Staff Administration

    Records & Document Management


Professional Experience


Harte Hanks Ÿ Baltimore, MD Operations Manager 2009 Present

    Provided strategic directions in managing operations, pushing a 6% increase in on-time delivery by driving efficient production schedules, meeting production targets, and comingling facilities maintenance, warehouse operations, mail-center, and postal liaison to achieve cross-functional teamwork synergies.

    Managed direct labor cost through strategic shop floor scheduling and preventive machine maintenance.

Senior Account Executive 2006 2009

    Led a multi-location team for a large non-profit client, managing the design, print and production for new member acquisition and renewals, overseeing inventory control, postage, and on-time delivery.

Production Manager 2003 2006

    Managed the Target Mail Division, scheduling and production of 10-30 million direct mail pieces per month for the company s retail units, managing personnel schedules and production to meet client expectations.


Cavanaugh Press ▪ Baltimore, MD Account Executive 1992 2002

    Provided account management, ensuring compliance with project deliverables by writing and communicating all instructions and specs dictated by client, serving as liaison between the client and Harte Hanks.

    Communicated with and monitored status of projects for clients that generated more than $7.8M annually.


Direct Marketing Associates/ Harte Hanks Ÿ Baltimore, MD Operations Manager - Letter Shop 1992 2003

    Responsible for launching an in-house letter shop for a commercial printer, overseeing the procurement and installing of Laser equipment, bindery equipment and inserting equipment, creating work schedules, recruitment technical staff, and managing the letter shop production.


KC Forme Baltimore, MD Owner/Operator 1988 1992

    Provided entrepreneurial leadership in managing and growing a business forms brokerage that promoted various printed forms in addressing forms management requirements in several corporate accounts.


Web Pressman ADP Baltimore, MD Account Executive 1978 1988


Education & Credentials


    B.S. in Accounting, ESSEX COMMUNITY COLLEGE Baltimore, MD (3 semesters)


Professional Training & Certifications

    Certified Mail Design Analyst by the USPS Lean Project Coordinator

Professional Affiliations

    Board Member: Baltimore Postal Customer Council (BPCC)

    Volunteer: Lutherville Recreation Council (5 years) | Rivera Beach Fast Pitch Travel Program (4 years)


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