Customer Service Manager

Louis F. Pasquariello

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

Wake Forest, NC 27587

919-***-**** - Home

abmghf@r.postjobfree.com

SUMMARY

A multi tasking professional hands-on Manager and Engineer with broad

general experience in the medical device, telecommunication, metals, and

transportation industries. Proven supervisory progression from line,

staff, project to operations management. Plus industrial and manufacturing

engineering, finance and business experience. A detailed oriented team

player with excellent interpersonal skills in leadership, communication,

presentation (oral & written), conflict resolution, training and HR. A

self starter that requires little to no supervision.

SKILLS

Experienced in Total Quality Management, Lean Manufacturing, Sales and

Operations Planning, Just In Time, team concepts, cellular manufacturing,

continuous improvements, customer service, training, safety, validation,

GMP, ISO 9001, FDA, clean rooms, quality and regulatory compliance

regulations. Strengths in problem solving, troubleshooting (systems,

machines and processes), cost and data/fact gathering and analysis, root

cause identification and removal, documented corrective actions, employee

relations, inventory management, industrial engineering, standard cost

accounting, P&L, budget preparation, operating procedures, bills of

material and routings. Very proficient in Microsoft Office Word, Excel,

Outlook and proficient in MS Access and PowerPoint. An excellent

understanding of relational databases, queries, and MRP computer systems.

A reputation of being fair and honest with all decisions being properly

communicated.

PROFESSIONAL EXPERIENCE

RJE Telecom, LLC - Div. of Dycom, Inc. Telecommunication Outside Plant

Provider, Rocky Mount, NC 2005 - 2009

A full service contract telecommunication provider to all the major phone

companies. 18 employees - 3 direct

Project Manager

* Opened and managed CAD (AutoCAD and Micro station) office. Produced

drawings on-line within the customer private network.

* Quality check drawings received and sent for completeness and accuracy to

customer and drafting standards.

* Create, track, monitor and coordinate all work from the various internal

engineering offices to determine and prioritize designs received to

establish completion deadlines and project commitments are on time.

* Actively participate in weekly internal and external customer meetings to

track work progress.

CAD Operator

2003

Organized and modified existing CAD files of contracted customer's

telephone cable engineering drawings and land base files.

North Carolina Department of Transportation - Traffic Survey Unit, Raleigh

NC. 2003 - 2005

Collected, analyzed, compiled, reported and distributed all NC vehicle

volume, classification and weight data. 8 employees - 3 direct

Management Engineer

* Improved existing and designed new systems for standards, procedures and

processes to manage, analyze and report traffic data.

* Completely overhauled and written continuous traffic volume data

processing procedures.

* Modified MS Access data base programs to remove 5 full days of traffic

volume data processing time per month.

* Compiled 50,000 monitoring stations in ARC VIEW to maintain a location

and traffic data.

Apogee Medical Corporation, A Contract Medical Device Company, Youngsville,

North Carolina 2002

Manufacturer of urethra catheters, urine leg bags, blood bags and other

products. Processes include RF heat sealing and punching, UV bonding, die

cutting, hot stamping, Multivac form, fill, sealing. One shift operation,

50 direct labor employees, $2.5MM sales.

Operations Manager/Manufacturing Supervisor

Managed manufacturing, facility and warehouse. Also performed Industrial

Engineering, Planning and direct hourly supervision.

* Designed workplace systems to more efficiently utilize heat sealing,

punching and packaging equipment.

* Reduced scrap from 5% to less than 1% on packaging equipment through root

cause corrective action.

* Improved packaging output by 20% through downtime root cause analysis and

corrective action.

SSL US Manufacturing, LLC, A Medical Device Company, Eufaula & Dothan,

Alabama 1991-2001

Also London International Group LLC and Aladan Corporation. Int'l

manufacturer of health, foot care, and latex medical products.

Operations Manager (Site Manager) - Eufaula, AL

Full oversight: Manufacturing (compounding through packaging), Quality

Assurance, Regulatory Compliance, Accounting, HR, MIS, Facility

Maintenance, Warehouse, Purchasing and Logistics. 280 employees - 12 direct

reports. 24/7 operation, $25 MM sales.

* Modified dipping parameters within 510K parameters to dramatically

improve product quality.

* Computerized finish goods "stages" to get an accurate account of

inventory status.

* Implemented a plan to expedite backlog of outside agency sampling in

order to release finished goods for shipment and sale.

* Established a relationship with outside sampling agency FHI in Raleigh,

NC to improve customer service levels.

Louis F. Pasquariello

Page Two

Site Manager - Dothan, AL

Managed the retail secondary operations (testing through packaging).

Manufacturing, HR, Warehouse, Logistics, QA and Facility Maintenance.

Jones and Ceco cartoning equipment, WrapAde foiling equipment 250 employees

- 11 direct reports.

* Plant achieved ISO 9001 Certification on the first attempt.

* Member of design and implementation team that implemented Sales and

Operations Planning (S&OP) lean manufacturing principles and manufacturing

computer MRP system. Including review of BOM's, routings and establishing

usage procedures.

* Achieved improved shop floor reporting and 100% inventory accuracy of

work in process and finished goods through training, cycle counting, JIT,

and immediate corrective action with keying and counting errors.

* Increased foiling output by 20%. Improved customer service levels to

greater than 95%.

* Responsible to insure/maintain in-house procedures and paperwork and

oversee the monthly manufacturing internal audits.

* Reduced packaging component scrap by 25% ($30,000/month) and customer

complaints by 100%.

* Promoted and sent to Eufaula to improve quality, output and delivery of

jeopardized US AID Government contract.

Plant Manager - Eufaula, AL

Managed the Primary Manufacturing (compounding - packaging). Manufacturing

and Warehouse. 250 employees - 8 dir reports

* Responsible for all treatment, monitoring and reporting of wastewater ph

and zinc levels to the State.

* Improved yields of first quality exam gloves by 10% ($9,500/month).

* Improved employee relations through open communications, plant meetings

and consistent enforcement of all company policies.

Department Manager/Supervisor - Dothan, AL

Responsible for turnaround of the Chlorination of powder-free exam gloves.

$16MM in sales. 32 direct labor reports.

* Reduced glove costs 10% by eliminating a labor-intensive process step

($112,000/month).

* Improved glove quality and yields from 50% to 95% by process

improvements, process controls and team concepts.

* Maintained "chlorine gas" exhaust scrubber to prevented gas from exiting

process and flowing to day care center next door.

Industrial Engineering Manager - Dothan, AL

Responsible for all Industrial Engineering activities in multiple

Aladan/LIG/SSL locations.

Critikon Inc., Div. of Johnson & Johnson Inc. A Medical Device Company,

Southington, CT. 1982 - 1991

Manufacturers of I.V. Catheters, I.V. Kits and components for blood oxygen-

monitoring equipment. Assembly process included cannula grinding, catheter

tube extrusion and catheter components molded on Van Dorn equipment of

varying tonnage.

Senior Unit Industrial Engineer

Implemented World Class manufacturing principles. A team based customer

focused using JIT, cellular assembly, Kaizen, setup reduction, KanBan, zero

defects and continuous improvements to yield the highest quality at the

lowest cost.

* Completely overhauled incentive system to reflect current methods and

conditions. Trained all in the incentive systems.

* Computerized the incentive payroll system. Achieved more accurate

payroll processing at reduced cost.

* Redesigned manual pack operation, productivity up 10+%. Warehouse layout

reducing WIP utilizing less space and a carousel.

* Implemented bar coded data collection and shop floor management reporting

system into manufacturing.

American Powered Metals Co, Div. of ALCOA, North Haven, CT Chief IE/Safety

Manager 1981 - 1982

Manufacturers of powdered metal parts. Responsible for all I.E. activities

and safety.

Tuttle & Bailey Co., Div. of Interpace, New Britain, CT Project Leader/Sr

Industrial Engr, 1979 - 1981

Manufacturers of industrial and residential roof and ceiling ventilation

fans, diffusers and grilles for HVAC. All I.E. activities.

Sylvania Inc. Div. of GTE, Watertown, CT Industrial Engineer

1975 - 1979

Deep draw metal stampings transfer presses. Created a comprehensive

standard cost/quoting system that increased profit $1.5 million

EDUCATION

* University of New Haven Graduate School, New Haven, CT, Dual Masters -

MS Industrial Engineering & MBA

* Polytechnic Institute of Brooklyn, Brooklyn NY - BS in Systems

Engineering

COMPUTER AND SYSTEMS SKILLS

* Proficient in MS Office, Auto Cad 2000, Arc View land based software, MS

Project, Lotus Notes, DATA3, BASIC, SAP.

* Knowledgeable in AS400, MS Project, AutoCad, MRP computer systems, SAP,

Queries and relational databases.

OTHER SKILLS & OUTSIDE TRAINING

* Supervision for Managers/Professionals Program in Raleigh, NC by The

Office of State Personnel & Peace College.

* Ashridge Inventory of Management Skills Program in Ashridge, England UK

by London International Group.

* Sales and Operations Planning (S&OP) in Atlanta, GA and Dothan, AL. by

Oliver Wright Inc.

* TQM conference in Las Vegas, NV. TQM training classes by Wallace College

in Dothan, AL.

* Setup Reduction Seminar by Rath & Strong Inc. in Mansfield MA.

Louis F. Pasquariello

Page Three

Addendum

SKILLS and EXPERIENCE Overview Summary

Leadership, Management, Finance, Operations, Customer Service, HR and

Supervision

* Direct supervision to full oversight of manufacturing, quality assurance,

regulatory compliance, accounting, human resources, information systems,

facility maintenance, warehouse, purchasing and logistics. Direct reports

ranged from 1 to 25 managers, supervisors, technicians and hourly.

Indirect reports ranged from 100-280 salary (exempt and non-exempt) and

hourly.

* Career progression from excellent personnel coaching using situational

management, interpersonal, communication, presentation and team skills.

Always fair and honest to improve productivity and gain positive employee

relations at all levels of the operations.

* Demonstrated human resource skills in conflict resolution, EEO, sexual

and racial harassment, diversity, policy and procedures (implementation and

enforcement), employee communication, open door policy, job descriptions,

disciplinary actions, job evaluations, fact finding and investigation.

* Work closely with finance on P&L, budgets, variances, scrap, cost and

data analysis, BOM's, headcount and month-end closings.

* Direct interaction and relationship with customer, sales and marketing to

improve and maintain customer service.

* Self starter that requires little to no supervision. Prefer to walk the

facility opposed to being behind my desk the entire day.

Industrial/ Manufacturing/ Maintenance and Facility Engineering

* Product and standard costing, variance analysis, cost reduction,

production reporting, work measurement, scrap analysis and reduction,

continuous improvements, documenting procedures, root cause removal of non

conformance's, documented corrective action, BOM's, routings, incentives,

workplace layouts, methods improvements, plant layout, facilities

engineering, ergonomics, training, capital equipment justification,

material handling, job evaluation, energy management and safety.

* Data and fact interpretation/gathering for problem solving and

troubleshooting systems, machines and processes.

* Hands on and detailed oriented with strong understanding of process,

people and equipment.

Lean Manufacturing - Sales and Operations Planning (S&OP) - Training

* World Class manufacturing principles in a team based customer focused

environment using JIT, cellular assembly, Kaizen, setup reduction, KanBan,

zero defects and continuous incremental improvements to yield the highest

quality at the lowest cost.

* Full detailed training courses in TQM and Sales and Operation Planning

(S&OP) lean manufacturing techniques at SSL. Measured on attainment to

schedule in customer service, inventory accuracy, production scheduling

accuracy, production and scrap standards to move us toward Class A

Manufacturing.

* Member of design and implementation team that implemented S&OP lean

manufacturing principles, parameters and data input for new computer MRP

system. Implemented to the manufacturing shop floor by training

supervisors, managers, lead operators, team members, etc.

* First site to successfully implement S&OP and new computer system with

MRP (DATA3 on AS400) that improved customer service levels to 95%+ and

inventory accuracy to 99% and better on a monthly basis.

Project Manager/Leader

* Responsible for installation and reporting of all projects (new

equipment, process installation, complete site relocation, new products,

plant closure, equipment dispersion and other special projects) on a

monthly basis to President and staff.

* Opened and staffed a new CAD office.

* Responsible for bringing a consumer product to manufacture under another

company's label. This project involved coordination of all project team

members from the various internal departments, with progress reported to

the President and his staff, as well as, the management of the other firm.

QSR, ISO, Regulatory

* Excellent understanding of QSR quality and regulatory issues including

clean rooms, GMP's, FDA, SOP's, lot control and ISO.

* Responsible to insure and maintain our in-house procedures and paperwork

and oversee the monthly manufacturing internal audits of the entire

factory. This was necessary to maintain our ISO/CE mark rating from BSI

and their semi-annual compliance audits.

* Responsible for execution of validation protocols of new

processes/products (PQ) and investigation into root cause of non-

conformances with required corrective action and documentation. Also,

familiar with IQ and OQ.

* Regulatory, QA and QC has reported directly to me.

Equipment

* Troubleshoot and repair production and office equipment. Familiar with:

Mahaffy Harder and Multivac Form Fill Seal machines, Van Dorn molding

equipment, Jones and Ceco cartoning equipment, WrapAde foiling equipment,

Consolidated dryers, test machines, Waterbury Ferrule, Baird, etc. stamping

presses, machine shop equipment (EDM, CNC, lathes, grinders, etc.) and in-

house specialty built equipment.

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