Customer Manager
Resume:
Lorenzo Vidal
Lewisville, Texas 75067
Phone: 972-***-**** ************@*****.***
ASQ Certified Quality Manager focused on business execution, team building, customer satisfaction, closed-loop corrective action process and managing budgets. Experienced in serving as customer advocate, balancing business objectives, writing and delivering performance evaluations. Proficient in establishing rapport and credibility with customers, internal and external, driving focused initiatives such as team building, continuous improvements, product and process efficiencies. Skilled is the use of Lean Manufacturing Methodologies (TPS) and applicable tools, educating users and sharing successful implementations. Drove first pass success for ISO, Common Criteria, Security audits across global sites and maintaining TL9000 certification for our business.
Professional Experience:
Fujitsu Network Communications, Inc. Richardson, Texas
Quality Manager Oct 2012 to Present
Designer and manufacturer of fiber-optic transmission and broadband switching application equipment.
ASQ Certified Quality Manager for a multi-functional team comprised of Quality Engineers, Quality Analysts, Inspectors and Technician. Responsible for supplier quality, manufacturing process quality, field reliability and TL9000 compliance and certification. Objectives include driving continuous improvement efforts through the use of data analysis, closed-loop corrective action process, Toyota Production System (TPS) and facilitation of cross-functional teams on proper use of tools and processes. Manage budget, write and deliver yearly employee reviews for exempt and non-exempt employees.
Mentor quality team for understanding of business goals and concerns while helping them grow in their roles and improving performance and ownership
Prepare and deliver executive quality performance presentations on quality and reliability performance and customer satisfaction
Lead organization through successful external TL900 audits, demonstrating compliance to requirement and maintaining of our certification
Collaborate with business partners for understanding of customer issues and field deficiencies in order to continue to improve product performance and customer satisfaction
Established in-process quality monitoring tool and training necessary to help identify real-time process variation and drive proper corrective actions
Drive cost reductions by working with cross-functional teams for implementation of TPS process and understanding of tools such as Heijunka analysis, TAKT time analysis and process mapping resulting in reduction of WIP, cycle-time and establishment of standardized one piece process flows
Promote continuous improvement program(Kaizen) with non-exempt employees in order to drive awareness and ownership across factory resulting in >96% participation
Prepare and deliver team performance reviews while fostering individual development for direct reports through coaching, training and leading by example
Fujitsu Network Communications, Inc. Richardson, Texas
Sr. Quality Engineer Nov 2009 to Oct 2012
Senior quality engineer responsible for ensuring product reliability and customer satisfaction. Work with manufacturing and design engineers in driving process/product improvements, lean manufacturing, SPC controls and cost reductions.
Ensure customer satisfaction through the use of closed loop corrective action process resulting in reduction of customer complaints by 2%
Manage suppliers review meetings and alignment of incoming quality requirements in order to meet field reliability goals of <2% failure rate
Drive product improvements through data analysis, qualification and use of improved piece parts resulting in reduction of field defects by 12%
Lorenzo Vidal
Phone: 972-***-**** ************@*****.***
Texas Instruments Inc. Dallas, Texas
RFid Systems Quality Manager (CQE) 1998 to 2009
Fortune 500 company with expertise in silicon, inlays and readers used for asset tracking, animal tagging and secure payments within financial industry. Technologies include encryption, secure manufacturing, surface-mount assembly, reader, inlay and transponder manufacturing and test, involved in defense contracting until mid 1990’s.
Managed quality for global dispersed business unit with emphasis on customer satisfaction, continuous improvements and compliance to industry and customer standards. Maintained superior customer ratings for business in quality department through open dialogue and quick issue resolutions. Responsible for all customer communications related to failure analysis, process changes and resolution for ongoing quality issues.
Utilization of closed loop corrective action process with ~90% closure of customer concerns within 30 days from receipt
Understanding of product and market requirements resulting in 92% successful first pass qualification testing and timely release to market for new products
Statistical Process Controls (SPC) implementation at manufacturing sites resulting in real-time process feedback and improvements on yields by 12%
Utilization of Design of Experiments (DoE), Control Plans and Failure Mode and Effect Analysis (FMEA) to establish process parameters and ensure process stability
Global Industry and customer audit compliance successes
ISO 9001:2000 within 8 months from the start of project with zero findings
CQM (MasterCard) within 8 months from start of project for global sites
American Express Security Audit first pass success for global sites
Common Criteria Security Certification first pass success for global sites
Customer Service Supervisor 1995 to 1998
(Radio Frequency Identification Systems)
Supervised team of non-exempt data entry clerks and technicians responsible for order entry, inventory tracking, customer satisfaction, individual growth and business performance.
Optimized order entry process resulting in customer satisfaction improvement of 8%
Assisted customer field implementation of SpeedPass system through creation of installation manual and hardware troubleshooting guides resulting in 10% decrease in customer returned material
Trained internal technicians on failure analysis of SpeedPass products to enable reduction in spares inventory by 18%
Lorenzo Vidal
Phone: 972-***-**** ************@*****.***
High Speed Anti-Radar Missile (HARM) 1989 to 1995
Assembly Factory Facilitator
(Supplier of electronics for the US Defense department until the mid 1990’s. Defense Systems & Electronics Group)
Facilitator of 21 technicians and assemblers responsible for ensuring proper manufacturing and test of the HARM missile. Responsible for managing transition from individual contributors to cell teams, implementation of lean manufacturing techniques and achievement of day to day production requirements
Led implementation activities for cross-functional teams within assembly and test areas leading to 24% increase in productivity
Planned and monitored daily operations for (HARM) Seeker and Guidance Area as per demand forecast
Assisted cell teams on inventory reductions within HARM factor in a nine-month period resulting in cycle-time reduction of 40%
Achieved cell team training and integration for HARM Guidance team within four months
Coached technicians in the troubleshooting of HARM missile
Test Technician 1983 to 1989
(Man Portable Systems DSEG)
Test technician responsible for ensuring proper testing and troubleshooting of the night vision sights prior to purchase by US Army.
Tested Night Vision Sights with troubleshooting knowledge to board level
Conducted environmental testing of Forward Looking Infrared (FLIR) and Night Vision Sights for assurance of compliance to MIL Standards
Recruited by other programs as additional support for programs such as the Bradley and Thermal-imaging Tank Systems (TTS)
Education:
DeVry Institute of Technology, Irving, TX
Bachelor of Science in Business Administration
Certification / Training:
ASQ CQM Certification
SMU Cox Business School – Certificate in Management
Dale Carnegie Presentation Skills Training
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