Customer Service Project Manager

Fernando J. Latouche O.

**** ***** *** * *** ***, Ypsilanti, MI, 48197

Cell Phone: 734-***-****

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

PROFILE

• Strong analytical, quantitative and computer skills.

• Managed projects leading to high reduction of costs and improvement of productivity in a top

manufacturing company.

• Very flexible for relocation and travel.

• Spanish (Native Language) / English (Second Language)

PROFESSIONAL EDUCATION

April 2011

Masters of Business Administration in Management

University of Carabobo, Valencia, Venezuela.

December 2001

Bachelor of Science in Mechanical Engineering

University of Carabobo, Valencia, Venezuela.

PROFESSIONAL EXPERIENCE

CHRYSLER de Venezuela, Valencia, Carabobo, Venezuela

C-ID: 1245395 / T-ID: T5395FL

February 9 2005 – February 28, 2014

September 2013 – February 28, 2014

Service Technical Representative

• Represented to Chrysler-Jeep-Dodge dealer network in regard to aftermarket technical

assistance.

March 2012 - August 2013

Warranty Supervisor

• Assisted the Dealer network and / or workshops approved for consultations related to warranty

policy.

• Ensured and monitored Service Contracts program implementation and management in the dealer’s

network.

• Analyzed warranty data to identify cost generators / Top Ten Warranty (common parts replaced

during the month)

• Coordinated through the Field Manager the action taken by the dealer to ensure the effective

resolution of existing problems in the field, customer satisfaction and create action plans to reduce

warranty costs.

• Created documents and implemented process changes to enable business process improvements in

all areas.

• Implemented and maintained the use of the e–Warranty system in the Venezuelan dealer network.

• Authorized debits (chargeback) to the dealer when there was a discrepancy in the process.

• Provided training to Warranty Analyst Dealer network and updated the manual processing Chrysler

Warranty.

• Conducted Warranty Restriction to vehicles that had been modified from their original

specifications, or if the client had failed in complying with the rules of the certificate of Warranty.

• Developed biannual Warranty labor benchmarking among different brands vehicle assemblers.

• Generated and maintained indicators measuring the Warranty goals.

• Analyzed DARE (Dealer Above Region Expense).

• Analyzed EPVS (Expense per Vehicle Serviced).

February 2005 – March 2012

Warranty Analyst

February 2003 - February 2005

AMRON CA

Project Manager

OTHER ACTIVITIES AND SKILLS

• Knowledge of performing mechanical drawings.

• Knowledge of Management Programs under Windows, Mac OS, and Linux.

• Ability in use of Excel, Word, PowerPoint, Access, Project, SAP, and Internet applications.

COURSES

• Electricity Fundamentals - Part 1 (0011808), Institution: Chrysler Academic, Date: November, 2013.

• Service Techniques "Tuning and Adjustment of Engines" (TDS0101), Institution: Chrysler Academic, Date:

November, 2013.

• Engines Fundamentals (0120408), Institution: Chrysler Academic, Date: November, 2013.

• Claim Processing (WACPEDNWB). Chrysler Academic, Date: June, 2013.

• Labor Operations (WALOENWB). Chrysler Academic, Date: June, 2013.

• Understanding Repair Orders (WAROENWB) Chrysler Academic, Date: June, 2013.

• Warranty Administration Fundamentals –Venezuelan Warranty- (WAWFVEWB), Institution: Chrysler

Academic, Date: May, 2013.

• Introduction to Dealer Warranty Information Network –DWIN- (WADWSPWB) Institution: Chrysler

Academic, Date: May 2013.

• Induction Course New Products – Dodge Forza (DF13ILTV). Institution: Chrysler Academic, Date: April,

2013

• Warranty Administration Fundamentals –USA Warranty- (WAFUNDWB), Institution: Chrysler

Academic, Date: December, 2011.

• Induction Course New Products – New Grand Cherokee 2011 (SSJBESWB). Institution: Chrysler

Academic, Date: January, 2011.

• New Vehicle Preparation - (0011308), Institution: Chrysler Academic, Date: December, 2011.

• 4WD Systems (SS4WDSES), Institution: Chrysler Academic, Date: May, 2010

• Induction Course New Products –New Cherokee 2008. Institution: Chrysler Academic, Date: September

2007

• Improving Customer Service. Institution: Hay Group. Date: June, 2007.

• Guidance and Quality Customer Service. Institution: Lopez & Velásquez. Date: May, 2006.

• Electrical Wiring Course Performance and Failure Analysis New Dodge Brisa MFI. Institution: MMC

Automotriz SA Date: April, 2006.

• DANA rear axle differential Fundamentals. Institution: DaimlerChrysler de Venezuela LLC / DANA. Date:

March, 2006.

• Engine Basics Course. Institution: DaimlerChrysler de Venezuela L.L.C. Date: March, 2006.

• Induction New Products - Brisa 2006. Institution: MMC Automotriz SA Date: March, 2006.

• Basic Electricity. Institution: DaimlerChrysler de Venezuela L.L.C. Date: 20 to February, 2006.

• STARSCAN • Course Management. Institution: DaimlerChrysler de Venezuela L.L.C. Date: 16 and

February, 2006.

• Basic Skills System, and OBD injection. Institution: DaimlerChrysler de Venezuela L.L.C. Date: February,

2006.

• Generic Module Programming Course. Institution: DaimlerChrysler de Venezuela L.L.C. Date: February,

2006.

• Five Stars. Institution: DaimlerChrysler de Venezuela L.L.C. Date: October, 2005.

• Basic Product Knowledge Good Year. Institution: Good Year. Date: September, 2005.

Contact this candidate