Customer Service Manager

Jerome O. Palaganas

*** ****** **., *** **** Village I,

Binan, Laguna 4024

Mobile phone: 091*-*******

Email: **********@*******.***

A highly seasoned professional who has demonstrated the ability to lead diverse teams to achieve

new level of success in a highly competitive industry, cutting-edge markets, and fast-paced

environments. Strong technical and business qualifications with impressive track record of more than

14 years of hands-on experience in customer business development, customer relat ionship

management, technical program management, cost improvement management, technology

development management and assembly process engineering. Proven ability to successfully analyze

critical business requirements of an organization, identify deficiencies and potential opportunities, and

develop innovative and cost-effective solutions for enhancing competitiveness, increasing revenues,

and improving customer satisfaction ratings.

RECENT ACCOMPLISHMENTS

AMKOR TECHNOLOGY

Contributed and led to the turnaround performance of MLF package thus resulting to

the achievement of the “Contract Supplier of the Year” award from Analog Devices –

a new milestone for Amkor Philippines.

Spearheaded and delivered major quality improvements in ATP3-2 division through

process control standardization and enhancement, creating significant impact to the

line productivity and making big cost saving contribution to the package line

profitability.

Developed and honed the Customer Focus Engineering to become a key operation

support function to the ATP3-2 division, thereby improving customer satisfaction to

the major customers served by the division, and realizing increased business with

these customers.

Contributed to the 100% increase of the MLF package production volume while

achieving a 30% increase in the package line customer based.

Established critical partnership with high level industry leaders such as Agilent,

Analog, Atmel, Cypress, IBM, Infineon and Marvell.

PROFESSIONAL EXPERIENCE

AMKOR TECHNOLOGY, Manila, Philippines

Leading contract semiconductor manufacturing-services Company in the world. The 2nd largest exporter

company in the Philippines that assembles and tests standard leadframe and advanced laminate packaging

integrated circuit devices.

1995 – Present

Engineering Department Manager (2009 - Present)

Have full responsibility for the Process Engineering, Technical Development and Product

Engineering groups of ATP3-1 Division’s CABGA & TABGA Department directly reporting to the

Division’s General Manager.

Provide guidance towards creating and achieving the next level package technologies, process

innovations and line capabilities in support of the CABGA product family.

Work on the strategic level to lead quality and yield improvements as well as cost reductions and

productivity initiatives.

Build, staff, mentor and develop world class engineering organization.

Customer Service Department Manager (2008 – 2009)

Led the Philippine Operation Customer Service Department in the formulation, review and execution

of strategic plans of the department for the continuous improvement of the customer satisfaction level

and service delivery process to our clients.

Reviewed and designed key trainings specifically focusing on the improvement of the customer

service management staff in the overall delivery of service quality of the company to its worldwide

customers.

Designed and implemented the Customer Satisfaction Index which serves as a “Voice of the

Customer” reference for the Philippine operations performance.

Implemented the first Service Quality survey in the customer service department which serves as a

reference for improving the department’s service delivery process to both internal and external

customers.

Designed and executed the Service Quality Index which serve as service quality reference of the

different Amkor Philippine sites and as a source of key strategic initiatives in improving the per site

service delivery process.

Assigned by management to be the Technical Program Manager for the factory on LSI account and

was responsible for turning around the overall account performance and customer service delivery

performance.

Customer Focus Engineering and Process Control Department Manager (2006 – 2008)

Led the Customer Focus Engineering consisting of 4 exempts and 1 non-exempt engineer, and

oversee the Process Control Team of ATP3-2 division (including FCBGA & QFN lines) consisting of

1 engineering supervisor and 40 process control operators.

Oversaw the Customer Focus Engineering in support of the ATP3-2 division in providing leadership

in the resolution of critical quality issues and direction for the improvement of customer satisfaction in

key areas of technical, quality, delivery and flexibility.

Worked with worldwide Sales Account and Product Business Teams in the development and

execution of organizational strategies, operational efficiencies, and proposals for increasing technical

efficiency and improving profitability while influencing and increasing customer satisfaction.

Acted as Factory Technical Program Manager for approximately 10 months which in this period

realized the successful rapid technological packaging development, new product introduction and

100% production volume growth to 1 million per week of Analog Devices MEMs in the MLF

production line.

Technical Program Department Manager (2004 – 2006)

Hand-picked by management to join the newly formed Factory Technical Program Management

Team, which was designed to support and grow business volume and revenue for ATP’s major and

strategic customers.

Directed and managed key aspects of new product introduction and production growth for Infineon

customer in Amkor Philippines valued at $77 million including technical support management,

customer audit support, and customer quality management.

Contributed to the enhanced business reputation of Amkor within the industry by achieving Infineon’s

“Supplier of the Year for Backend Operations” in two consecutive years.

Initiated and managed successfully two product transfers of high-volume devices of Avago

Technologies HSD division from Amkor Korea to Amkor Philippines finishing the transfer within the

defined timeline and meeting quality expectations.

Contributed to the significant increase in business with the combined Avago ISD and HSD divisions

valued at $44 million for Amkor Philippines working with Sales Team in Singapore and Operations

Team in ATP3.

Directed the successful qualifications of the FCBGA and MLF product lines for IBM, achieving

benchmark performance for Amkor Taiwan in its qualification of IBM products.

Process Engineering Manager (2002 – 2004)

Led the Process Engineering in the improvement of the yield, quality, productivity and cost savings

for CABGA and TABGA lines - highest volume manufacturing lines; Process Engineering consisted

of 2 section managers, 2 exempt and 17 non-exempt engineers.

Directed crisis management teams in the effective management and resolution of critical technical

issues or crisis situations involving customer line down situations.

Acted as Cost Management Head as interim with 2 direct-report financial analysts, providing and

setting direction on cost analysis, devising and executing appropriate programs, and delivering cost

savings of $376 thousand for the product lines handled.

Interfaced with corporate Product Business Unit to develop, maintain and deploy organizational

strategies, operational efficiencies, and proposals for increasing technical efficiency and improving

profitability.

Senior Engineer (1999 – 2002)

Led the FOL Process Engineering in the improvement of the yield, quality, productivity and cost

savings for CABGA line; FOL Process Engineering consisted of 2 exempts and 8 non-exempt

engineers.

Directed the successful improvement of the substrate quality driving PPM level from 4 to 3 digit level.

Acted as Assistant Head of ATP3 Wirebond Technology Group overseeing 10 non-exempt,

wirebond process engineers in both technology development and support, and line sustaining

functions in support of overall ATP3.

Initiated the strategy development and execution for wirebond process improvement and

development turning around the CABGA new product introduction performance to a 100% success

hit rate level.

Process Engineer (1995 – 1999)

Drove improvement in the wirebond yield, quality, productivity and cost savings for TQFP line (latest

line addition in ATP1 legacy packages).

Contributed to the successful TQFP start-up, as one of the key members of the start-up team as

hand-picked by management, achieving full transfer of the package technology from Amkor Korea to

Amkor Philippines, and supported the package introduction and volume ramp to one million units per

week volume in record breaking time of 6 months with best yield and quality performance record

achievements.

Contributed to the successful MQFP start-up (second latest addition to ATP1 legacy packages)

achieving rapid ramp of the package from engineering into high-volume production of 1.5 million unit

volume per week in record 12 months period with a remarkable yield and quality performance record

achievements.

DE LA SALLE UNIVERSITY, Manila, Philippines

The leading and prestigious management and business school in the country.

Present

2003 – Present

Professional Lecturer

Teach at the De La Salle Graduate School of Business MBA Program on areas of Operations

Management and Operations Research with expertise in operations strategy, quality management,

service quality, lean manufacturing, linear programming, forecasting technique, network analysis and

decision theory.

TEAM PACIFIC CORPORATION, Manila, Philippines

1994 - 1995

Process Engineer

Had full responsibility for the improvement in the yield, quality, productivity and cost savings on

Surface Mount Technology and Chip-on-Board processes of the Optoelectronics line of III-V

Systems.

EDUCATION

Doctor of Business Administration, (2009 Candidate)

DE LA SALLE GRADUATE SCHOOL OF BUSINESS, Manila, Philippines

Running for With High Distinction Honors

Master of Business Administration, (2001)

DE LA SALLE GRADUATE SCHOOL OF BUSINESS, Manila, Philippines

With High Distinction

Bachelor of Electronics and Communications Engineering, (1993)

MAPUA INSTITUTE OF TECHNOLOGY, Manila, Philippines

Gloria Mapua-Lim Scholar

Ranked as No. 9 in the Top Ten

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