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Customer Service Manager

Jamestown, NY, 14701
March 16, 2018

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Lori D’Angelo

** ****** ******, *********, ** ***01



Experienced Manager with a 27 year career in Business and Manufacturing Operations. Proven abilities in sales & marketing, purchasing, inventory management, efficiency planning, project management and quality systems. Seasoned leader motivating large teams of employees and managing cross-functional teams. Negotiated pricing with vendors for multi-million dollar contracts.


Inscape Corporation

Sr. Manager, Sales Resource Team January 2017 – October 2017

Managed manufacturing projects, ensuring on-time schedules, established Project Trackers and conducted daily Project Review Meetings

Communicated between departments to ensure direct and indirect reports are aware of key projects, corporate goals, and ongoing critical changes affecting customers.

Developed company-wide process flow chart to capture order input, manufacturing throughput, and product delivery.

Created a Customer Service 101 PowerPoint and a Customer Response Survey to improve the customer service experience.

Initiated weekly work sessions to determine the root cause of warranty expenses.

Participated in Continuous Improvement projects related to manual and MRP process flow.

Managed department’s finances to ensure that all revenue, profit and cost targets are met.

TitanX Engine Cooling Inc.

Inventory Analyst & Continuous Improvement Leader July 2015 – December 2016

Analyzed inventory from various activities to improve production flow and inventory levels.

Reduced negative inventory level from over $200K to under $40K per day.

Reviewed, updated, and created manufacturing training manuals and work instructions.

Re-organized warehouse to improve accuracy and efficiency of material movement, including redesign of warehouse locations.

Analyzed back flush process and launched a removal process from workflow, reducing negative inventory results as well as improving inventory accuracy.

Created and directed a “Part Master” Team to review and update all part masters in MRP system.

Reviewed obsolete parts list then worked with finance and warehouse for proper disposal.

Presenter for several plant tours.

The Resource Center 1990-2015

Materials & Logistics Manager 2005-2015 / Purchasing Agent 1993-2005

Production Supervisor 1990-1993

Operations Management

Responsible for the management and day-to-day operations of the Agency’s multi-million dollar government contracts.

Extensive traveling to present and market products at several trade shows across the U.S., including military installations, presenting to high ranking military officials.

Assisted engineering with product development, build plans, and fulfillment of government specifications.

Effectively planned, directed, and managed, simultaneous development of high-volume, time sensitive projects, ensuring that objectives were accomplished in accordance priorities.

Inventory & MRP system

Orchestrated the implementation of a warehouse automation system which brought inventory levels down from over $1m variance from the GL to several years of operating at .002% reaching and maintaining World Class status.

Adhered to sound cash flow by time-phased scheduling of material and supplier negotiations. In 2 months, reduced Agency budget by $45k by actively reviewing contracts for supplies and services.

Supervised all activity in the MRP system for production materials (Fabrics and components) for US Military contracts to manufacture combat vests, gun barell cases, ammunition pouches, mass casualty kits, etc.

Implemented a daily cycle counting program to eliminate an annual physical inventory

Established a part-numbering system and created work-in-process excel spreadsheets as a way to perform physical inventory prior to obtaining an MRP system.

Administrative & Supervision

Obtained leadership skills by managing a team of twelve direct reports in purchasing, warehouse, production, sales and logistics departments. Lead weekly and monthly team meetings.

Ensured fiscal stability of assigned department through participation in the development of operational budgets, monitoring expenses and revenues.

Developed agency Purchasing Policy and Procedures, and created a power point training guide.

Managed the Purchasing Card System to maintain efficiency and enusre security levels are met.

Maintained the asset control system.


SUNY Empire State College

Bachelors of Science in Business Management & Economics 3.8 GPA

APICS (1993-1996) certification of completion in:

Basics of Supply Chain Management Execution and Control of Operations

Master Planning of Resources Strategic Management of Resources

Detailed Scheduling and Planning Inventory Management


ISO 9001 Internal Audit Eyes for Waste

Leadership Management Series (JCC) Train the Trainer

Purchasing & Materials Management


Well versed in MRP systems, Microsoft Word, Excel, Power Point, ISO 9001

Able to multi-task, organize time well and work in demanding, fast-paced environment.

Able to work as part of a team, as well as independently.

Outstanding analytical, problem solving and organizational skills.

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