Manager Quality
Resume:
ENRICO V. RODRIGUEZ
***-* *. **** **. Salapan San Juan, Metro Manila Philippines
+63-977******* <MOBILE> / +63-961******* <MOBILE>
Personal E-Mail Address: *******@*****.***, ***************@*****.***
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 : **************@**.********.***
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: *************@**.********.***
Tel Nos : +86-512-***-*****
Ms. Merry Yang
Supplier Quality Management
Apple
Singapore
E-mail Address: ************@*******.***
Mr. Zhang Hai Feng
Global Supplier Quality Management, Senior Advisor
Dell
Shenzhen, Guangdong, China
E-mail Address : ***-****.*****@***.***
Mr. Michael Shao
New Product Operations Manager
Apple
Shanghai City, China
E-mail Address : ***********@*******.***
Tel. Nos. +86-186-***-***** (mobile)
Ms. Justine Galang
Team Leader
Convergys
U.P. Science Techno-Hub
Diliman, Quezon City, Philippines
E-mail Address: *************@*****.***
Tel. Nos. +63-917-***-**** (mobile)
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