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Manager Customer Service

Cranston, RI
March 12, 2019

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Accomplished bi-lingual Logistics / Operations professional with an extensive background leading highly automated distribution facilities at a global manufacturing company. Proven track record of success, leading a fast paced, high volume distribution center with quality, cost, and service excellence. Possesses broad based background in continuous process improvement leadership with a strong track record of success using Lean / Six Sigma strategies. Extensive experience in problem solving, innovation, and creative thinking in planning and operations resulting in increased customer satisfaction and confidence. Recognized leader fostering financial accountability, driving performance results. Skilled communicator, motivator, and team builder with capability to lead in Union and Non-Union environments.

Key Qualification

Operations Management

Logistics / Transaction Management

Customer Service Excellence

Strategic & Tactical Planning

Cost Efficiencies / Revenue & Profit Growth

Inventory Control

Sourcing / Purchasing / Commodity Management

Team Building

Performance Management

Business Process Optimization

Change Management

Multi-Industry Success


Manager, Supply Chain

June 2015 – November 2018 / Rhode Island Hospital, Providence RI

Providing strategic leadership for 5 business units within the Rhode Island Hospital location, 2 additional business units at both the Miriam Hospital location and the Newport Hospital location, as well as the Bradley Hospital location. Effectively communicated with other members of the senior management team across the network to drive down inventory, increase turns and reduce total cost. Managed multiple complex projects with shifting priorities in order to create a sustainable supply chain for a rapidly growing organization capable of addressing increased corporate demands.

Exceeded 2018 operating budget savings goal by 6.5%

Created metrics to measure inventory levels, turns, on-time supplier, customer delivery, and supplier quality standards. Set goals for teams in these areas and ensured those goals were met or exceeded

Work with corporate lead sourcing team to align and leverage direct and indirect spend with strategic corporate suppliers

Coordinated global inventory management program to support significant increases in order volumes without delivery delays

Collaborated closely with IT on multiple system projects. Handheld order selection project, Crash cart deployment and tracking projects. Wrote specifications and procedures manual for both systems

Work with corporate team to identify, qualify, and manage strategic supply base while mitigating risk for single/sole source suppliers

Negotiate supply, and rebate agreements with multiple suppliers to drive reduced costs and improve cash flow

Validate all monthly savings reporting numbers for multiple business units and leading senior management level monthly and quarterly reviews

Guide local sourcing teams through supplier selection and management process. Reviewing supplier performances monthly (locally) and quarterly (Senior Leadership)

Cost Manager / Independent Contractor

March 2014 – June 2016 / Rhode Island Textile, Pawtucket, RI

Rhode Island Textile is the largest and most diverse narrow fabric manufacturer in the United States. RITCO is also the parent company of Westminster Pets; a pet supply distributor. The "Ruffin' it" line of products contain eco-friendly materials made from organic cotton and recycled polyester.

As Cost Manager, oversaw and maintained all SKU’s developing cost structure for all new items. Conduct necessary laboratory testing and studies to develop pricing and quotations.

Maintain item specifications

Cost new items to establish pricing

Time studies to determine labor cost

Leadership role in WMS project implementation

Led a project team of individuals conducting unit testing and technical writing of procedures, processes and policies

General Manager

February 1995 – December 2013 / Leviton Manufacturing, Co., Inc., Warwick RI

Global Manufacturing of Electrical Wiring Devices

As General Manager, oversaw all operations of a 410K sq. ft. semi-automated regional Distribution Center servicing both domestic and international customers. Achieving corporate objectives in quality, cost and service each year receiving DC recognition for exemplary customer service.

Managed a 410K sq. ft. semi-automated Distribution Center (DC) In Warwick, RI. Trained and developed a team of 180 direct and indirect reports

Reduced cost to ship a carton by 26% over a four year period while maintaining shipping quality

Developed inventory control processes and procedures for $32m worth of inventory, maintaining an inventory accuracy rate of 99.8%

Developed and oversaw the processes and procedures to secure company building, equipment and machinery with a value of over $15m

Participated with Corporate Risk management, and other DC managers to develop a business continuity plan for distribution operations

Responsible for Eastern Distribution Center Budget in access of $12m

Attained ISO 9000 certification

Responsible for the safety of the operation, presiding over the safety committee

Key member of WMS project team designing, developing and implementing automated warehousing systems

Asst. General Manager

February 1993 – February 1995 / Leviton Manufacturing, Co., Inc., Warwick RI

As Assistant General Manager, responsible for all day to day inbound and outbound activities for the facility. Oversaw all shift managers and 180 IBEW union employees.

Developed and implemented accountability programs that led to improved productivity resulting in a decrease in cost to ship a carton by 13%

Developed inventory and asset controls and processes that led to an inventory accuracy increase to 99% and a reduction of shipping errors by 63%

Reduced OSHA reportable incidents by 33%

Implemented WMS in Canada DC. resulting in cost reductions, improved service levels and increased inventory accuracy

Various Positions

May 1987 – February 1993 / Leviton Manufacturing, Co., Inc., Warwick RI

Performed in various positions with increasing responsibility as part of an internal management development program.


Dale Carnegie, Create an Executive Image that Wins Friends and Influence People, Providence, RI

CTPAT Training and Experience, Danbee Investigations, Midland Park, NJ

Labor Relations Strategy, Cabot Institute, Philadelphia, PA


Bachelor of Arts - Business Administration, Minor: Logistics Management,

2014 Ashford University, Clinton, IA.

Project Management - 2010 Bryant University, Smithfield, RI

Concentration in MIS - 1988 Rhode Island College, Providence, RI


Council of Supply Chain Management Professionals

Warehouse Education and Resource Council

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