Customer Service Manager

DAVID C. O’TOOLE

** ******* ****

LANCASTER, MASSACHUSETTS 01523

W: 781-***-**** H: 978-***-**** C: 978-***-****

EDUCATION

Northeastern University MBA Candidate

Assumption College BS - Business Mgmt, Cum Laude

UMass - Mt. Wachusett AS - Electronic Engineering, Cum Laude

WORK EXPERIENCE

2008 - Charles River Labs, Inc.

Director of Logistics, June 2008 -

• Manage the efficient flow of goods, services, and information throughout

the logistics supply chain focusing on distribution. Build relationships

with and act as a key resource and escalation point for internal customers

and suppliers. Develop and manage strategic alliances with contract

partners for transportation, brokerage, and distribution. Work cross

functionally with peers to develop consistent practices. Knowledgeable

of departmental and industry best practices. Utilize quality and

performance metrics to ensure regulatory compliance. Responsible for

the completion of deviation and corrective action closure and reporting.

• Collaborate with senior management to develop and implement a

distribution, transportation and warehousing strategy, manage internally

or through third party providers, such that costs and customer service are

optimized.

• Develop and recommend process and system enhancements to improve

operational efficiency, accuracy and customer service levels. Identify

gaps within the department and develops plans to close as necessary (i.e.

Training, lean, capacity, headcount, external logistics support).

• Implement cost savings initiatives; the first 12 months resulted in >

$2.5M in savings; fuel surcharges, route efficiencies/network

optimizations, competitive pricing analyses, contractor/partner contract

negotiations, right sizing deliveries etc…

• Utilize excellent communications skills to develop effective working

relationships with peers, executives and customers to maximize

efficiencies across the organization.

• Establish and maintain distribution, transportation and warehouse

budgetary goals negotiating with logistics suppliers to achieve the best

cost and delivery possible.

• Manage the relationship with our distribution partners and overseeing

daily activity.

• Devise and implement cold chain processes as needed to ensure quality

transportation and delivery of our product

• Author and negotiate contracts with key service providers

1988 - 2008 Stratus Technologies, Inc.

Senior Services Product Manager, January 06’ – June 08’

• Defined marketing requirements for products including features,

performance and time to market. Determined and created product/service

strategies and ensured product requirements support defined strategies.

• Created packaged offerings for professional services; developed strategies

and offerings for managed services and work to protect core maintenance

revenue. Examples of some are; ASN 60 Migration, ftScalable storage,

ft2x to 3.0 Upgrade, Jumpstart migrations, RedHat AS/ES, and the DR

practice utilizing Doubletake software, VMWare ESX for host and guest

OS support, HP-UX/FTX migration plan and introduced a series of third

layered products for VOS: SNMP, NDMP, WebMQ etc in support of

Sales

• Project managed two VOS client ports with Oracle utilizing third party

contractors. First port was for the PA-RISC line and the recent one for

VOS on the 9i client. Held weekly project update meetings with the CTO

of FDC along with Oracle and key contributors. This port has a sales

forecast of almost $10M in VSeries sales along with appeasing a very

important customer like FDC.

• Created and drove the Customer Loyalty program. The goal was to stem

core attrition while providing a predictable revenue stream for the Board.

This program resulted in almost $4M of incremental and predictable

revenue.

• Evaluated product plans requirements, identified disconnects and worked

with Engineering to correct.

• Performed business modeling and rationalizations

• Established and managed relationships with technology and marketing

partners to maximize product success

Worldwide Logistics Senior Manager, August 96’ – January 06’

• Managed a Worldwide Logistics organization in support of Global

Customer Service. Management skills include supply chain management,

transportation, distribution, shipping/receiving, warehousing, technology,

customs, order fulfillment, trade issues, and third-party management.

Adept at team building, staff development, and succession planning.

• Led many successful teams; provided vision and developed the necessary

strategies for the entire logistics and supply chain pipeline. Effective at

presenting logistics direction at executive sessions.

• High-quality negotiator; acquired the best rates and performance from

carriers and third-party service providers such as DHL and FedEx.

Experience forging partnerships with the optimal results.

• Effectively executed cost containment tactics. Reduced freight expenses,

head count, operating and inventory costs. Responsible for department

Kaizen efforts.

• Developed & redesigned processes. Constant reengineering of logistics

processes is necessary, and there was a constant need to proactively

review customer needs and service levels, create faster cycle times and

superior on-time delivery, and provide better documentation.

• Excellent analytical skills. Developed and managed metrics

• Built cohesive relationships with cross-functional groups and effectively

articulated the benefits & potential improvements to the processes. Adept

at getting internal and external teams to buy into a logistics program

strategy.

• Orchestrated major implementation programs - new warehouse

management, information systems program and Logistics models.

• Strong systems knowledge, properly selecting new IT initiatives.

Logistics Operations, Materials and International Manager, Dec ’95 – Aug

96’

• Managed four distinct Logistics areas (25 staff total); Purchasing (Internal

Repair/External Vendors), Production control, International service and an

RSS business which was a separate P&L.

• Ensured manufacturing spare parts inventories (exceeding $30M) were

managed efficiently, while providing high availability inventory service

levels (consistently exceeded 99% WW Goal).

• Responsible for managing Production Control and Purchasing related

activities in a Logistics repair environment. Responsibilities included:

Stocking/spares requirements analysis, shortage management, WIP

scheduling activities and component/peripheral repair purchasing

activities.

• Responsible for developing and implementing Worldwide Logistics Spare

parts strategies in support of International support requirements.

Managed and controlled spare planning and support activities at four

International warehouse and distribution centers in the UK, Belgium,

Japan and Singapore.

• Developed and implemented a new international distribution model which

resulted in a $1.5M savings in inventory / depreciation expense while

increasing service levels to the customer

• Managed an eight person Operations group that assembled, tested and re-

sold Stratus used equipment – separate P&L business unit (Q199 Avg; 45

system/$7M)

• Developed, managed and controlled key Logistics strategic projects and

programs. Emphasis on flexibility and speed. Presented status to senior

management on a regular basis

• Traveled extensively World Wide, approximately 30% of the time

• Supervised, guided and coached a staff to provide the highest quality

services.

Worldwide Strategic Planning Manager, May ’94 - Dec ’95

• Supported ongoing refinement, development and integration of strategic

planning on a global scale

• Developed department strategic initiatives and policies

• Project managed implementation of Astea Dispatch 1/Oracle software

• Formulated and negotiated strategies to ensure high parts availability and

delivery services which are at the same time cost effective.

• Oversaw successful implementation of Third Party integrator programs

• Responsible for New Product Introduction, developed World Wide

strategies to support and integrate into Logistics/Customer Service

Senior Logistics Planner, Feb ’92 - May ‘94

• Planned repair material and drove MRP schedules through repair

operations

• Responsible for usage/statistical reporting requirements

• Managed end of life/end of service programs

• Devised strategies to meet demands for many items using a kit to order

process

• Developed stocking strategies for all new products

• New product introduction responsibility on a global basis.

• Led a team to evaluate commercial applications software, in depth

prototyping etc...

Principal Business Systems Analyst, Aug ’91 - Feb ’92

• Functioned as project leader on implementation team for an MIS home

grown package.

• Traveled extensively globally to train end-users

• Developed/tracked/managed department budget ($19M)

• Gathered data, organized, analyzed and published a monthly statistical

Logistics measurement report to senior management

International Logistics Analyst, Mar ’90 - Aug ‘91

• Directly responsible for day to day Logistics International business -

specifically for maintaining stocking levels at our 12 overseas

subsidiaries.

• Performed FCO, SCO and ECO planning and support for all stocking

locations.

Systems Test Engineer, Feb ’88 - Mar ‘90

• Tested, troubleshot and repaired a broad range of complex computer

systems and OEM peripheral devices for Stratus’ fault tolerant line.

1985-1988 Natick Labs (US Army ISC)

Communications (Cryptographic) Engineer, 1985 - 1988

• As a civilian, supported the Natick Labs facility as well as the Watertown

Arsenal complex with regards to all communication requirements both

secure and non-secure.

• Responsible for all secure encrypt/decrypt computer equipment

• Held a Top Secret (TSSBI) security clearance

COMPUTER SKILLS

PC proficient: MS Word, Excel, PowerPoint, Project and Windows,

Relational Database literate; Oracle, Sybase and SAP. APICS, Kanban,

Kaizen, Sales Force.com (CRM tool), DRP, MRP, MRPII and inventory

control / service software experience

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