Matt Palanos

Currently work in a utility role that encompasses client service, estimating, scheduling, and HR related responsibilities.

• Provide excellent customer service to multiple RR Donnelly facilities on the Capital One direct mail business.
• Facilitate and lead 3 daily project focused conference calls to review project status and resolve issues.
• Create accurate and timely project based estimates for two facilities that exceed $20mm in annual revenue.
• Working directly with clients and the Jetson production leads, manage a capacity schedule for the Bolingbrook facility.

Provided Human Resource services for a division of Jetson Mailers for the 2020 US Census.

• Facilitated onboarding of 300+ temporary labor employees.
• Provided training and employee development for permanent and temporary employees.
• Coordinated with department leads to develop and document standard operating procedures across the organization.

• Supported graphic/print related clients by providing training and educational materials for their client service professionals.
• Facilitated targetted new employee onboarding and training using three delivery methods. Video content, written content, and in person teaching.
• Provided continuous education developed to enhance knowledge base of employees.
• Worked in conjunction with department leads to develop, document, and implement company wide standard operating procedures.

• Provided superior levels of customer service for the company portfolio that exceeded $20mm of annual revenue.
• Hired, trained, led and developed a team of 8 client services professionals and 5 fulfillment specialists.
• Instilled knowledge and skills to execute business strategies and deliver maximum customer satisfaction to maintain profitability.
• Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
• Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
• Collaborated with the IT department on the maintenance and development of proprietary technology solutions.
• Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.

GFX is a full service retail graphics company. Specializing in large format digital printing, GFX managed promotional and decor programs for various prominent retailers throughout the US.