Customer Service Engineer
Resume:
*******.*******@************.***
CHARLES
A.
AGUILAR
III
*******.*******@************.***
Box
8391,
Pueblo,
CO
SUMMARY
TRANSFORMATION,
CULTURAL
CHANGE
&
PROCESS
IMPROVEMENT Strategic
and
process- driven
Expert
with
extensive
experience
in
driving
process
improvements
and
fostering
cultural changes
throughout
cross- functional
industries
including
finance,
healthcare,
media,
manufacturing,
and
energy.
Success
in driving
full
program
lifecycle
from
concept,
design,
development,
testing,
and
delivery.
Sterling
history
of
supporting
cross- functional
project
teams
through
quality- control
processes
that
initiate
increases
in
production,
reduction
in
costs,
and ensure
optimal- end
results.
Self- directed
entrepreneur
with
the
proven
ability
to
launch
businesses
from
the
ground
up, procure
diversified
set
of
clientele,
and
leverage
operational
knowledge
garnered
throughout
tenure. Areas
of
Expertise
Program
Management
–
Process
Improvement
–
Organizational
Design
–
Client
Relationship
Management
–
Cultural
Change Entrepreneurship
–
Executive
Engagement
–
Client
Relations
–
Strategic
Planning
–
Team
Leadership
&
Motivation PROFESSIONAL
EXPERIENCE
RAPID
IMPROVEMENT
CONSULTING,
LLC
–
PUEBLO,
CO 2010- Present ENGAGING
ALL
INDUSTRIES
IN
DRIVING
OPERATIONAL
SOLUTIONS
TO
UTLIMATELY
AFFECT
THEIR
BOTTOM- LINE. PRINCIPAL
Launched consulting firm from the ground up to leverage vast process improvement expertise spanning cross- functional industries.
Deliver
strategic
planning,
event
coordination
and
training
for
numerous
high- profile
entities
globally.
Formulate
and maintain
key
partnerships
with
management
consulting
firms
including
BMGI,
Avior
Group,
and
WillowTree
&
Associates.
• Championed globally dispersed team charged with implementing a process to surpass annual revenue goal of over $23M within
EU
market
by restructuring
and
automating
onboarding
process,
which
was
duplicated in
South
America,
Africa
and other
regions.
• Pioneered several large- scale projects enabling reduction in financial processing time for the Federal Reserve System servicing 14 disparate legal entities nationwide in the areas of budgeting, vendor management, software development, hardware
deployment,
research,
statistics,
IT
risk
reduction,
&
operational
risk.
• Fostered
cultural
changes
in
a
highly
regulated
and
high- risk
corporate
environment
throughout
tenure.
• Led
business
transformation
efforts
in
a
call
center
of
over
150
associates.
Reduced
AHT
from
483
to
280
seconds,
and
speed to
proficiency
from
60
days
to
20
days.
• Led
and
Facilitated
Rapid
Innovation
Cycles
to
map
out
the
Customer
Journey
and
identify
opportunities
to
reduce
customer effort
throughout
interactions.
Resulted
in
the
initiation
of
new
Customer
Value
Strategies
and
IT
programs,
currently
being implemented.
AGUILAR
BARBER
STYLING
INC.
–
COLORADO
SPRINGS
&
PUEBLO,
CO 2006- Present SALON
AND
BARBER
SHOP
MANAGEMENT,
WHOLESALE
AND
RETAIL
SALES,
CONSULTING
&
TRAINING
SERVICES PRINCIPAL
Launched
firm
from
the
ground
up
to leverage
vast
opportunities in
the
regional
market.
Manage
multiple
salon locations
of
21 chairs
and
17
chairs.
Directly
Co- Managing
of
35+
Nail
Techs,
Stylists,
Barbers,
and
Cosmetologists.
• Grew
a
local
family
business
from
5
chairs
to
17
chairs
in
under
2
years.
Increased
revenues
by
400
percent.
• Designed
the
business
model
to
meet
50- 60%
margins
repeatedly.
Replicated
to
a
second
21
chairs
location.
• Created
and
implemented
the
business
strategy
to
maximize
capital
investment.
Over
140%
ROI. *******.*******@************.***
SSA
&
COMPANY
(FORMERLY
SIX
SIGMA
ACADEMY)
–
NEW
YORK,
NY 2004- 2010 PRIVATELY- HELD
GLOBAL
BUSINESS
OPERATING
FIRM
ORIGINALLY
FOUNDED
BY
THE
SIX
SIGMA
ACADEMY
IN
1994. DIRECTOR
Spearheaded all aspects of 425 projects across diversified areas including manufacturing, engineering, financial services, information and
media, and
business
processes. Supervised and approved
organizational certifications and
project reviews for potential
candidates.
• TD
Ameritrade:
Reduced
headcount
by
over
50%
by
conceptualizing
and
implementing
innovative
process
to
migrate
funds for
tax- related
services
with
six- member
team
instead
of
60- member
team.
• Cooper Tires: Performed large- study
on experimental
design
process
utilizing radial forces integration to
define
phases
of forces
as
related
to
circular
objects.
• Successfully coordinated over
55 rapid improvement events
within core
business
process to
detect and remove
non- value- added
functions,
&
ergonomic
obstacles,
to
drive
in
productivity
and
quality
across
numerous
clients.
• Incorporated significant initiatives into overall vision and strategic planning efforts confirming accurate allocation of resources
leading
to
5x- 10x
ROI
MASTER
CONSULTANT
(2004- 2008)
Mentored
and
coached
350+
executive
champions,
Master
Black
Belts,
Black
Belts,
Yellow
Belts,
and/or
Lean
Experts
on
different facets
of
Lean
Six
Sigma
methodologies.
• Generated
over
$55M
year- over- year
in
financial
benefits
garnering
acknowledgement
from
clients.
• Facilitated implementation of process improvements throughout industries enabling increase in quantifiable results and overall
accountability.
• Achieved
50%
decrease
in
research- to- market
time
for
JD
Power
and
Associates.
• Attained
reduction
in
time
taken
to
fuel
nuclear
reactor
by
four
days
retaining
$4M
in
savings
per
refueling. DELPHI
CORPORATION
–
SAGINAW,
MI 2000- 2004 ONE
OF
THE
WORLD’S
LARGEST
AUTOMOTIVE
PARTS
MANUFACTURERS
WITH
OVER
146K
EMPLOYEES
WORLDWIDE. STATISTICAL
ENGINEER
(2003- 2004)
Thoroughly
researched
and
detected
top
five
obstacles
and
projects
for
two large- scale
manufacturing
plants
and
various
other sites.
Directed
monthly
reviews liaising
with
upper
management to
prioritize
and
monitor
all
projects.
Directly
accountable for continually
increasing
customer
satisfaction
and
quality
assurance.
• Produced
$2M
in
yearly
savings.
• Trained
and
developed
30
Green
Belt
team
projects
and
four
Black
Belt
projects
circumventing
$2.7M
in
savings. INDUSTRIAL
ENGINEER
(2000- 2003)
Led
project
management
and
project
planning
functions
encompassing
metal
forming,
machining,
grind,
and
chemical
treatment. Drafted
change
requests,
routing
requests,
estimates,
and
QS
9001,
QS
14001,
&
TS
16949
documentation.
• Crafted
facility
layout
planning
of
production
requirements
keeping
apprised
of
human
factors,
tactics,
and
machines
applying knowledge
of
standardized
work
methods
from
concept
to
execution. EDUCATION
&
PROFESSIONAL
DEVELOPMENT
BACHELOR
OF
SCIENCE
–
INDUSTRIAL
ENGINEERING
–
UNIVERSITY
OF
SOUTHERN
COLORADO
–
PUEBLO,
CO STATISTICAL
PROCESS
CONTROL
OVERVIEW
AND
ADVANCED
COURSE
–
DELTA
COLLEGE SHAININ®
RED
X
JOURNEYMAN
TRAINING CREDENTIALS
SIX
SIGMA
MASTER
BLACK
BELT
CERTIFICATION LEAN
MASTER
CERTIFICATION
SIX
SIGMA
BLACK
BELT
CERTIFICATION SHAININ®
RED
X
APPRENTICE
CERTIFICATION COMMUNITY
ENGAGEMENT
FUNDRAISER
ORGANIZER
FOR
KATRINA
VICTIMS MEMBER/VOLUNTEER
–
MAES
DELPHI
–
APPRECIATION
FOR
ADVISOR
TRAINING
EFFORTS
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