ENRICO V. RODRIGUEZ

***-* *. **** **. Salapan San Juan, Metro Manila Philippines

+63-977******* <MOBILE> / +63-961******* <MOBILE>

Personal E-Mail Address: ac9573@r.postjobfree.com, ac9573@r.postjobfree.com

OBJECTIVE

Senior Customer/Technical Service Representative/Back Office or Senior Quality or Engineering Position and/or Management Position

SKILL SUMMARY

Over 22 years working experience in the electronics assembly industry and more than 7 years in the BPO industry

Team player with solid background in assembly manufacturing, new product introduction and development, sound process engineering knowledge and quality assurance principles

Experienced in Quality System requirements, customer quality requirements internal audits, corrective action reports, change management, documentation and procedures in an ISO work environment

Broad experience and understanding of quality assurance management from manufacturing processes, supplier quality, quality control and evaluations, risk assessment and extensive customer quality interface

Computer literate in functional office software in a Microsoft environment with proficient technical writing skills

Exposed in customer and management presentations, updates and reviews in world class environments with good oral and presentation skills

Possesses good leadership characteristics, inter-personal skills and works with minimum supervision

Experienced in providing training/coaching/direction to cross-functional departments in attaining committed goals through the use of creative-problem solving and quality improvement methods

EXPERIENCE

April 2019 – August 2019 ACCENTURE

Position: Inbound Sales Consultant

Reporting To: Team Leader

Responsibilities:

Analyze and recommend electricity and/or gas energy discount plans during product renewals

including new acquisition of customers for Origin Energy in Australia

May 2018 – Mar 2019 ACCENTURE

Position: Transaction Processing Associate

Reporting To: Team Leader

Responsibilities:

Analyze and validate electricity and gas meter readings from energy distributors including billing issues before

processing and issuance for Alinta Energy customers in the East Coast of Australia.

Mar 2018 – May 2018 ACCENTURE

Position: Customer Service Associate

Reporting To: Team Leader

Responsibilities:

Resolve customer issues with electricity and/or gas services including generation of service orders and signing

up new customers for Alinta Energy in the East Coast of Australia

Oct 2016 – Jan 2018 CONVERGYS

Position: Athlete (Customer Service Representative)

Reporting to: Coach (Team Leader) for Nike

Responsibilities:

Resolve order inquiries/delivery resolution for Nike Global Store online consumers for 27 countries worldwide.

Sep 2011 – Oct-2016 CONVERGYS

Position: Technical Support Representative

Reporting to: Account Team Leader for AT&T U-Verse

Responsibilities:

Resolve customer issues for technical areas, service/repair technician dispatch, equipment replacement or upgrades via phone communications including basic sales and billing inquiries with American customers subscribing to AT&T UVerse

May 2011 – Jun 2011 SMARTMATIC - TIM

Position: Quality Assurance Manager

Reporting to: Local Election Program Manager

Responsibilities:

Project based contract for 4 months to help identify/document quality indicators for the local ARMM election in Mindanao and create draft quality manual and procedures. Project was terminated in Jun- 2011.

Project & Experience:

Initial SIPOC Diagram defining stakeholders, internal and external customer structure including their area deliverables was submitted to the Local Election Program Manager before project termination.

Nov 2006 – Nov 2010 LOGITECH TECHNOLOGY (SUZHOU) CO. LTD.

Position: Customer Satisfaction Manager, Nov 2006 –Mar 2007

OEM-Field Quality Manager, Apr 2007 – Mar -2008

Customer Quality Manager, Apr 2008 – Nov-2010

Reporting to: Director of Field Quality

Responsibilities:

Develop/maintain a feedback loop of product quality for Asia Pacific OEM regional customers

Define benchmarked information as operations performance indicators

Monitor field feedback information regarding product quality and technical support needed

Maintain/streamline the data collection process and highlight problems/crisis areas

Perform product failure analysis and identify failure root cause analysis

Conduct continuous improvement program across entire functions

Worked independently to support OEM customers’ requests on business/technical aspects for Asia Pacific

Drive for corrective and preventive action ion plans for continuous improvement, and ensure/review implemented actions, if appropriate, efficient, cost effective, and meets Logitech and customer’s requirements.

Seek for opportunities to upgrade our customer service level and quality goal.

Project & Experience:

Released product quality feedback loop and cycle time guide used by local Customer Quality Engineers in Logitech for OEM customers (Dell, HP, Lenovo, ASUS, Acer, Founder, Tongfang) and ODM customers (Foxconn, Wistron, Inventec, Pegatron and Compal).

Provided on-time CLCA (Dell), 8D (HP), FA and Corrective Action reports (other customers) and monthly/quarterly quality reports for corded/cordless products after interfacing with different factory teams in response to customer’s complaints and information requests

Attended quarterly business reviews for customers at their business sites.

Supported customers during quality, environmental and SER audits of Logitech’s manufacturing and contract manufacturing sites and coordinating for Logitech’s corrective action responses and continuous improvements for quarterly quality scorecards.

Provided training for local Customer Quality Engineers on quality and work improvement methods and quality auditing.

Participated in new product development stages by providing feedback from customer complaints history for consideration in new design and making recommendations during design and process gate reviews before manufacturing.

Jun 2005 – Nov 2006 ACBEL POLYTECH PHILS.

Position: Senior Customer Service Center Engineer

Reporting to: Quality Assurance Manager

Responsibilities:

Single window contact for EMC, Dell and Celestica for complaints, failure analysis and corrective action resolution with factory teams.

Visiting customer sites as applicable to understand customer requirements, new product trial runs and resolution of quality issues.

Projects & Experience:

Provided on-time FA and Corrective Action reports for customers EMC, Dell, Celestica and weekly/monthly/quarterly quality reports for power supply products to EMC after interfacing with different factory teams in response to customer’s complaints and information requests

Supported major customer EMC during quality audits of AcBel Polytech’s manufacturing sites and coordinating for AcBel Polytech’s corrective action responses and other continuous improvements.

Provided info to EMC on new power supply products provided to them.

Feb 2003 – May 2005 ACBEL POLYTECH PHILS.

Position: Senior Process Engineer

Reporting to: Process Engineering Manager

Responsibilities:

Responsible for sustaining product line process improvements

Senior contributor to the new products introduction/development process

Response and closure of both internal and customer Corrective Action Requests (CAR’s).

Projects & Experience:

Conducted Design for Manufacturability (DFM) reviews for new power supply products

Constant communication with Design Engineers on DFM issues raised

Designated resident Black Belt for company’s 6-Sigma initiative

In-house trainer/consultant for basic and advanced quality and productivity tools

Designated team leader for Internal Quality Audit Team

Consultant for the wave/reflow soldering and SMT pick and place processes.

Jun 2002 – Jan 2003 QINTERACTION PHILS. INC

Position: Quality Engineering Manager

Reporting to: Quality Assurance Manager

Responsibilities:

Promote awareness, train and coach employees on Quality Circle concepts and other quality and problem solving methodologies for use in a call center environment.

Partnering with other departments on resolution of internal Corrective Action Requests and call center client’s complaints

Projects & Experience:

Analyzed day-to-day call center process issues, provided recommendations for resolution.

Developed 3 teams in using quality and problem solving methodologies in their assigned client accounts.

Apr 2002 – May 2002 ASTEC POWER INC.

Position: Consultant

Reporting to: Quality Assurance Director

Responsibilities:

Contracted work as consultant for SPC implementation targeting development/enhancement of a manual process control system for the screen print, SMD placement and reflow soldering processes of the DC-DC business unit.

Projects & Experience:

Defined process input/output variables

Conducted Measurement System Analysis

Performed Process Certifications and conducted Design of Experiments

Generated Process Control Plans, Maintenance/Operational Checklists, applicable control charts

Issued corrective/preventive action recommendations for continuous improvement

Dec 2001 – Mar 2002 ACBEL POLYTECH PHILS.

Position: Quality Engineer

Reporting to: Quality Assurance Manager

Responsibilities:

Contracted work as Quality Engineer to review adequacy of total Quality and Environmental Management System (QEMS) based on ISO 9001:2000 and ISO 14001:1996

Projects & Experience:

Generated/revised 2nd/3rd level quality procedures .

Prepared/executed/report and closed ISO 9000 and ISO 14001 customer internal audit activities.

Provided documentation support/consultation during management reviews/audits and 3rd party QEMS audits.

Provided support for project identification and Green Belt Certification including consultation/training on use of quality and productivity improvement methods and on engineering evaluations/recommendations for the Process Engineering group.

May 2000 – Jun 2001 ASTEC POWER INC.

Position: SPC Manager

Reporting to: Quality Assurance Manager

Responsibilities:

Managed planning and implementation of SPC

Projects & Experience:

Provided consultation and staff training on SPC and other statistical/quality problem solving methods (FMEA, Process Control Plans, DOE and Pre-Control for wave/reflow soldering and SMT pick and place machines)

Teamed with supplier quality engineers on providing consultation/training for local suppliers.

Added functions in managing incoming quality of sub-contracted sub-assemblies through source inspection, weekly quality meetings, supplier audits, including qualification and disqualification of sub-contract suppliers.

Designated as Quality Assurance department champion for 5S/5P, Lean Manufacturing and Cost Reduction

Adviser to the company’s ESD committee

Dec 1999 – May 2000 ASTEC POWER INC.

Position: Incoming Quality Control Manager

Reporting to: Quality Assurance Manager

Responsibilities:

Management of incoming material quality (electrical and mechanical parts) for AC-DC switching power supplies and DC-DCc converters through inspection and testing including verification of chemicals (solder bars/pastes, fluxes, thinners and glues).

Projects & Experience:

Qualified new product materials

Reviewed/ generated disposition on non-conforming materials

Added functions in internal quality system audits and adviser to the company’s SPC and ESD committees

Apr 1998 – Dec 1999 ASTEC POWER INC.

Position: SPC / AMPSS Quality Manager

Reporting to: Quality Assurance Manager

Responsibilities:

Management of DC-DC converter quality from start to finish

Consultant for area team leaders on SPC and other statistical/quality problem solving methods (FMEA, Process Control Plans, DOE and Pre-Control).

Projects & Experience:

Managed supplier quality, incoming material quality, in-process quality monitoring of SMT pick and place and reflow soldering machines, outgoing quality including safety, reliability, documents control and addressing of customer complaints and quality info requests.

Provided consultation for work teams at for both AC-DC switching power supply and DC-DC converter segments in statistical/quality problem solving methods.

Added functions in formulation of policies/procedures for company’s environmental management system team

Adviser to the company’s ESD committee

Jul 1996 – Apr 1998 ASTEC POWER INC.

Position: SPC Specialist

Reporting to: Quality Assurance Manager

Responsibilities:

Planning, implementation, consultation and staff training on SPC and other statistical/quality problem solving methods (FMEA, Process Control Plans and DOE and Pre-Control)

Projects & Experience:

Trained/facilitated quality improvement teams in the implementation of SPC and other quality tools (FMEA, Process Control Plans and DOE and Pre-Control) for wave/reflow soldering, top level assembly and testing processes

Added functions as part of internal quality audit team during scheduled internal quality audits and as an audit guide for customer and regulatory agency audits and performed supplier quality qualification audits on local suppliers

Oct 1993 – Oct 1993 – Jun 1996 DATA GENERAL PHILS.

Position: Quality Assurance Engineer, Oct 1993 –Jun 1994

SPC Coordinator/Engineer, Jul 1994 – Feb 1995

SPC/New Products Engineer, Mar 1995 – Jun 1996

Reporting to: Quality Assurance Manager / Engineering Manager

Responsibilities:

Evaluation/analysis of product assembly/test/component defect trends

Coordination of all in-house SPC and ESD activities

Coordination of new product activities

Coordination of internal quality audit team activities for compliance of to ISO 9002 standards and liaison with TUV Rheinland

Project & Experience:

Detected trends from product/test/assembly/component defects to help create better detection and prevention measures

Conducted SPC/ESD training, consultation, audits and experiments with regular management report generation/release

Generated product FMEA’s and control plans before after prototyping, communicating with corporate new products and design groups including determination of process/test capabilities

Maintained ISO 9002 compliance with constant liaison with TUV Rheinland

Garnered two Gold Awards and one Silver Award as facilitator to two quality improvement teams in eliminating defects in transformer manufacturing and establishing a corrective action notice monitoring system.

Sep 1989 – Sep 1993 DATA GENERAL PHILS. Position: Manufacturing Engineer Reporting to: Process Engineering Manager Responsibilities:

Time standards generation, costing, jig/fixture design, component qualification, assembly documentation and manufacturing flow

Evaluation/implementation of methods to improve quality and assembly of standard products

Project & Experience:

Completed time standards generation to manufacturing flow for a total of 15 power supply products from new products introduction to mass production covering component sub-assembly to top level assembly

Maintained time standards to manufacturing flow for 30 previous power supply products

Sourced//evaluated chemicals/materials/equipment for the wave soldering/cleaning process to realize better product processing and potential cost savings.

Implemented SPC on the wave soldering process

Garnered Manager’s Award in 1992 for elimination of cleaning process after wave soldering saving the company $ 15,000 annually. Also awarded Gold and Silver Awards as quality improvement team leader for elimination of solder balls after the wave soldering process

Sep 1988 Sep 1988– Feb 1989 DATA GENERAL PHILS.

Position: Student Co-operative Trainee

Reporting to: Process Engineer

Responsibilities:

Reverse engineering of switching power supply transformers and cost saving project evaluation

Project & Experience:

Completed Material selection, bill of materials generation, assembly jig/die/fixture design, assembly and packaging documentation generation for 60 switching power supply transformers

Evaluated 2 cost saving projects for manual soldering operations

TRAININGS/SEMINARS ATTENDED

Technical Related Management Related

Introduction to Bi-polar VLSI Conducting Effective Meetings

Wave/Reflow Soldering 7 Habits of Highly Effective People

SMD Dispenser/Mounter Machine Operation Presentation Skills

Trainer’s Training Interaction Management

ESD Performance Management System

Screen Printing /Stencils for Surface Mount Applications Project Control and Management

No Clean Process Implementation Team Development/Building

VCD/DIP Component Auto-Insertion Machine Operation Time Management

Structured Systems Analysis and Design Problem Solving/Decision Making

Failure Analysis Building a Successful Team

Power Supply Design Overview Coaching, Motivation and Retention

Product Safety and Reliability

Water De-Ionization

Modular Arrangement for Pre-Determined Time Standards

Call Center Agent Training

Quality/Productivity Related

ISO 9001 5S

ISO 18001 QC Circles Leader Orientation

ISO 14001 QC Circles Orientation

Problem Solving and Process Tools Total Preventive Maintenance

Six Sigma Black Belt Design of Experiments (DOE)

Six Sigma Introduction Statistical Process Control (SPC)

Lean Manufacturing Manufacturing Reliability

Copy Exact Methodology Shainin DOE

Process Control Planning Machine/Process Capability Studies

Total Control Methodology (TCM) Taguchi DOE

Failure Mode and Effect Analysis (FMEA) Managing Process Improvement

Strategic Quality Planning Overview 7 Management Tools

Internal Quality Auditing Dell JQE/GQAM

EDUCATION

DON BOSCO TECHNICAL COLLEGE

B.S. Electronics and Communications Engineering, 1989

PERSONAL INFORMATION

GENDER : Male

BIRTH DATE : March 23, 1966

RELIGION : Catholic

CITIZENSHIP : Filipino

LANGUAGES SPOKEN : English, Tagalog, little Spanish, little Mandarin

INDIVIDUAL STATUS : Married, 1 daughter

REFERENCES

Mr. Ronnie Orencia

Senior Manager, Global Supplier Development

LogitechTechnology (Suzhou) Co., Ltd

#3 Songshan Road, Suzhou New District

Jiangsu, China

E-mail address : ac9573@r.postjobfree.com

Tel Nos : +86-512-***-*****

Mr. Albert Martin

Manufacturing Technical Manager

LogitechTechnology (Suzhou) Co., Ltd

#3 Songshan Road, Suzhou New District

Jiangsu, China

E-mail address: ac9573@r.postjobfree.com

Tel Nos : +86-512-***-*****

Ms. Merry Yang

Supplier Quality Management

Apple

Singapore

E-mail Address: ac9573@r.postjobfree.com

Mr. Zhang Hai Feng

Global Supplier Quality Management, Senior Advisor

Dell

Shenzhen, Guangdong, China

E-mail Address : ac9573@r.postjobfree.com

Mr. Michael Shao

New Product Operations Manager

Apple

Shanghai City, China

E-mail Address : ac9573@r.postjobfree.com

Tel. Nos. +86-186-***-***** (mobile)

Ms. Justine Galang

Team Leader

Convergys

U.P. Science Techno-Hub

Diliman, Quezon City, Philippines

E-mail Address: ac9573@r.postjobfree.com

Tel. Nos. +63-917-***-**** (mobile)

Contact this candidate