Customer Service Project Manager
Resume:
Rogelio (Roger) Perez
Austin TX 78228
Home: 512-***-****, Mobile: 512-***-****
EMAIL: **********@*****.***
JOB OBJECTIVE: Customer Service Position - Bilingual
Highlights of Qualifications
Two and a half years of customer service in a call center with the American Cancer Society. Was a member of the
team helping Spanish speaking constituents find appropriate services for smoking cessation. Heavy Computer use
was involved.
Six months experience with the US Census Bureau answering questions in Spanish from callers about the nature of
the Census Test of 2006. Provided clerical support for field agents.
One year of service in AmeriCorps as a capacity builder supporting 65 literacy providers in the Central Texas Area.
Answer the hotline and directed Spanish speakers to learning resources in the Austin area.
Excellent interpersonal and communications skills with a demonstrated ability to work with diverse groups at all levels
of the organization. Experience training and facilitating high performance work teams. Have five years experience
supervising manufacturing associates and ten years managing electronic technicians.
Bachelor’s degree plus MBA courses and many years experience in manufacturing management in electronic
components, microprocessor-based data systems, computers, and semiconductor test engineering with Texas
Instruments.
Work History
Jun 2007 – Dec 2009 American Cancer Society – Quitline Intake Specialist (Spanish) – laid off when
operation moved to Seattle.
Jan 2007 – Jun 2007 Texas State University – Member of facilities Staff. San Marcos, TX
Mar 2006 – Sep 2006 US Census Bureau - Member of clerical staff supporting field operations. Helped
Spanish speakers understand how the census works.
Oct 2005 – Aug 2006 Full-time Student at Austin Community College completed course work for preparation to
Take the Microsoft Systems Administrator and Microsoft SQL Server Database Administrator
Certification Test. Received a $4,750 scholarship to attend college level courses from
AmeriCorps.
Oct 2004 – Oct 2005 Capacity Builder, AmeriCorps, Literacy USA Completed one-year of service with
the Literacy Coalition of Central Texas in Austin. Helping Spanish speakers find resources
where they could learn English.
Feb 2001 – Sep 2003 Director of Quality and Manufacturing Operations
Project Manager – Steelcase Office Furniture Division
Phoenix Mecano, Inc, Frederick MD
Aug 2000 – Feb 2001 Leave of Absence – Family Medical (my wife was terminally ill)
Martinsburg, WV
Nov 1998 – Aug 2000 Senior Manager, Operations/Administration, Test Engineering
Hughes Network Systems (DirecTV), Germantown MD
Jul 1996 – Nov 1998 Senior Manager Test Engineering
Compaq Computer Corporation, Houston TX
Directed the test engineering team of 26 engineers and Technicians. Ensured that
test processes for Intel Pentium-Class circuit assemblies produced consistent and
accurate test results. Focus was on quality, reliability, cost, and cycle time reductions.
The operation produced 10,000 Pentium boards for business computers and Servers.
Education
BBA, Organizational Behavior and Management, University of Houston
MBA Studies, East Tennessee State University, Johnson City TN
Electronics Technology Certificate, 18 months Air Force training in Radar, Navigation, and Weapons Systems
Microsoft Systems – Windows 2000 Network Server Administrator and Microsoft SQL Server Database
Administrator Certification – Austin Community College Oct 2005 – Aug 2006 Two semesters full-time
Special Training / Professional Affiliations
Programs offered for Staff through the
Office of Professional Development at Texas State University
Understanding Workplace Diversity – (3.5 Hours) March 2007
EEO Training for Employees: Non-Supervisor – (3.5 Hours) May 2007
Staff Performance Appraisal Training – (2 Hours) May 2007
The 7 Habits of Highly Effective People (22 hours) May 2007
Facilitations Skills (16 Hours) March 2007
Anger Management (2.5 Hours) April 2007
Walking Through the Stages of Aging Family Members (2 Hours) April 2007
Statistical Process Control, North Caroline State University – 1986
Juran, Deming on Quality Improvement; Seminars - 1987, 1988
Synchronized Manufacturing, Theory of Constraints; Seminars - 1985, 1989
Managing Safety, Dupont – 1996
Performance Management – 1997
Competency Based Interviewing – 1997
Project Management Workshop – 1997
ISO 9000 Registration Seminar – American Gas Association – 1992
Software: TI990 Assembly Language, Fortran, Basic, COBOL, Pascal, dBase, Lotus, WordPerfect,
Word 2007, Excel 2007, PowerPoint 2007, Access and MS Project 2000
Member, American Society for Quality – 1982 – 2006
Quality Lecturer, ASQ Education Committee
Chairman, Quality Management Team, Steering Committee
Member, Quality in Industry, Advisory Board, NC State University Extension Service
Member, Quality Management Consortia, University of Texas at Austin 1993-1996
Member, Just-In-Time implementation Team
Trainer/Facilitator, Total Quality Management
Consultant, Test Software Development Project, Research Triangle Park, NC
Contact this candidate