Victor G. Rodriguez Mercado

Via de la Vereda St. #271

Valle San Luis

CaguasP.R. 00725

939-***-****

c4ht2o@r.postjobfree.com

Work Experience

Universal Insurance Company

Guaynabo, P.R.

*/** – Present

Operations Manager / E-Business Manager

• Manages office operations for the Customer Contact Center from Universal Insurance Group as well as manages Customer Contact Center Operations overseas in Dominican Republic.

• In charge of the supervision a team of 10 employees.

• Manages and leads the customer’s webpage including redesigning for the improvement and facilitation of services provided through the website.

• Designs, develops and implements a website to provide services to the insurance agents of Universal Insurance Company.

• Leads and manages several projects for designing, developing and implementation of web based applications for customers, employees and insurance agents.

• Plans, leads and performs marketing strategies in order to maximize the cybernetic portal usage.

• Quantifies online portal usage and defines Return of Investments strategies for the web applications developed by the e-Business unit.

Universal Insurance Company

Guaynabo, P.R.

Project Engineer II

• Led project for the establishment of a telephone IVR (Interactive Voice Response) system that allows customer’s payments via phone and also will provide customer’s account information.

• Led project using Six Sigma and Lean Methodologies to reduce the percentage of abandon calls in CAICO Call Center. A reduction from 32.8% to 9.81% was obtained after project completion.

• Led Kaizen Projects in several Departments of the organization to improve service performance, also to decrease operations expenses.

• Developed and documented SOP’s (Standard Operational Procedures) for different Departments within the organization.

• Worked with a team to prepare CAICO Insurance Company to get certified in ISO 9001 Certification. (International Organization for Standardization)

Mova Pharmaceutical Corp (Ceph International Corp)

Carolina, P.R.

9/04 – 7/06

Manufacturing / Packaging Investigation Specialist

• Performed investigations on events in Manufacturing and Packaging areas to determine the causes of the incidents. Identify the impact of the event on the material and equipment and implement corrective and preventive actions.

• Developed and implemented Manufacturing Performance Metrics.

• Led project to implement a pressure monitoring system for CJ-25 micronization equipment, using a chart recorder. Project included installation of equipment, validation of equipment, process documentation (Standard Operation Procedures and technical maintenance specifications) and training to personnel on the proper utilization of the equipment.

• Developed SOP’s and provided training to operators for further improvement of the manufacturing and packaging processes, in addition to improve quality of the products .

Caribe General Electric

Humacao, P.R.

3/03 – 9/04

Process Owner Quality

• Reduced internal PPM’s (Parts per Million) in assembly’s lines by identifying, understanding and controlling the two major causes, using Engineering Software Tools.

• Led teams in Lean Manufacturing events to reduce cycle time in machines and increase productivity in the TEY Breaker Product line. Documented and explained findings, conclusion and engineering recommendations.

• Partnered with a supplier in Arecibo Plant, to improve quality of parts coming into the manufacture plant and obtained 6% improvement in the lot acceptance yield.

• Conducted engineering studies to change and upgrade the quality of the material for the Arc Chute Side that resulted in the elimination of the silicone process to the part and also generated savings for the company.

• Managed quality related metrics (PPM’S, Scrap, Warranty, Z scores, incoming inspection) and reported to the staff on weekly basis using information systems. (Excel, Power Point, Minitab and Word)

Schering-Plough Products, L.L.C.

Las Piedras, P.R.

9/02 – 3/03

Project Manager (Contract)

• Developed an appropriate project plan for the deployment and implementation of the cGMP Workplan at the Manufacturing Site.

• Monitored and tracked resources requirements, assignments and task duration/timelines for each project plan.

• Monitored and reported progress on Projects to maintain target dates and meet milestones on each project plan using Microsoft Project tool.

• Documented and reported task assignment and performance requirements to the cGMP Workplan team members and leaders.

Avery Dennison

Fort Wayne, IN / Mentor, OH / Clinton, SC

3/00 – 9/02

Manufacturing Engineering Leadership Development Program

Quality Engineer

• Successfully executed a Six Sigma greenbelt project, which resulted in the reduction of telescope rolls and uneven wraps on the Webco slitter.

• Completed Greenbelt project to reduce delaminating on FTW1 coater. Attaining an 87% decrease in scrapped footage. Significant saving in material annual cost was reported.

• Supervised and review requirements for the design, build, installation and qualification of a Pack Roll System. Supervised and served as mentor and coordinator a group of quality specialists.

• Participated in project to streamline and reduce work-load for quality technicians, which resulted in 30% of work-load reduction by eliminating aged testing for release in diaper tapes.

• Used corrective actions including but not limited to training to improve the customer service area for the company.

• Furnished quarterly quality reports for customers using Minitab and Excel system tools.

Education

Polytechnic University of Puerto Rico

Hato Rey, P.R.

Bachelor Degree Industrial Engineering, June 1999

Job Related Training

Certified Quality Engineer (CQE) by ASQ; No. 49669

Six Sigma Greenbelt Certified

Lean Manufacturing Training

Languages

Spanish

English

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