Mechanical Engineer Customer Service

Pedro Henrique Ferreira Rogano

**** ************ ***, ******, ** T: 617-***-**** adct1w@r.postjobfree.com Brazilian authorized to work in USA - L2 VISA + EAD Card Holder Exp. July-2022 RELEVANT EXPERIENCE

TUPAN (Toilet Seat Industry) Sao Paulo, Brazil

Manufacturing Engineer Manager June 2015 – August 2019

• Solid manufacturing engineering experience within Tupan, one of the largest companies in Brazil specialized in solutions for toilet seats and the only company in the country that produces toilet seats in thermosetting resin (Duroplast)

• Developed engineering techniques to reduce costs and increase productivity (such as Lean Manufacturing, Six Sigma, Kaizen, Plan Do Check and Act) of a successful private toilet seat manufacturing company

• Projected a Quality Plan to be followed during operation of manufacturing activities

• Created Key Performance Indicators (KPIs) to analyze the impact on ongoing projects; defined the corrective actions and generated reports with production numbers and cost of non-quality products

• Led cost-down projects to improve manufacturing methods resulting in reoccurring savings of over $30,000 annually

• Developed new raw material POM to substitute Nylon 6.6 saving 50% of the cost of this product with a better quality

• Improved production flow resulting in 60% reduction of material handling resources

• Planned and controlled company’s production by defining quantities to be produced, time of production and machines to be operated

• Programmed incoming of raw materials from suppliers and transport of finished products to clients

• Verified incoming invoices of raw materials and supplies

• Assisted with the negotiation and purchasing of new suppliers

• Led projects to install a new Enterprise Resource Management (ERM) tool to efficiently manage storage and control online finished products and raw materials

• Reduced scrap production from 20% to 12% by applying new production method

• Created and managed a matrix for packaging artwork changes

• Qualified new suppliers and developed new manufacturing processes enabling launch of ten new products AES Eletropaulo (Electricity distributor) Sao Paulo, Brazil Commercial Specialist December 2013 – June 2015

• Created and analyzed customer service management reports for the senior management

• Analyzed data from customer service creating recurrent indicators and reports

• Presented customer service indicators to the Leadership Team

• Led a project to reduce waiting time during customer service calls

• Reported on customers with a lack of electricity (causes, forecasts and solutions)

• Delivered commercial support to Project Management throughout contract delivery cycles advising on project control variations and commercial considerations of managing projects

• Improved communication of the Notice of Scheduled Shutdown - reduction of 70% in the volume of complaints due to lack of communication

• Planned and provided training to account team members on strategy, increasing the performance of the sales force

• Improved departmental processes for ISO 9001

DUKE-ENERGY INTERNATIONAL Sao Paulo, Brazil

Risk and Portfolio analyst March 2012 – November 2013

• Researched and analyzed equity, fixed income and other investments towards implementing portfolio analysis for high net worth and institutional clients.

• Supported the development of the business plan of the company, including the annual budget.

• Entrusted with the responsibility of executing trades based on research of investment

• Continuously monitored characteristics of portfolios, and rebalanced as necessary to maintain risk exposures within investment guideline limits

• Analysis of the impact on the company's portfolio with the sale of electricity to customers

• Prepared the monthly review of energy balance and monitoring the consumption of customers

• Prospected new customers and present the company and studies of saving electricity prices

• Analyzed of the customer's behavior of electricity consumption and suggestion the best option of energy plan

• Saved an at risk $100K client by leading a group of 5 people in the process of pricing MAHLE METAL LEVE Sao Paulo, Brazil

Industrial Engineering Trainee April 2010 – March 2012

• Coordinated the general locksmith’s services

• Implemented KPI’s for various manufacturing departments to measure Managing Daily Improvement (MDI)

• Managed the improvement of manufacturing’s and protection’s machines

• Implemented Kaizen’s (continuous improvement) program FREUDENBERG-NOK Sao Paulo, Brazil

Quality Engineering (Suppliers) Trainee August 2008 – April 2010

• Analyzed returned customer parts and used findings to drive Corrective and Preventative Action improvements

• Conducted process mapping and time/capability studies to improve throughput, eliminate bottlenecks and ensure adherence to customer specifications

• Prepared PPAP documents; Control Plan, Flow Charts, Process Drawings, PSW's and PFMEA's EDUCATION

MIT - Massachussets Institute of Tecnology Cambridge, USA Supply Chains for Manufacturing: Inventory Analytics March 2020 MIT - Massachussets Institute of Tecnology Cambridge, USA Management in Engineering December 2019

University of Sao Paulo Sao Paulo, Brazil

Master of Quality and Productivity December 2015

Instituto Maua de Tecnologia Sao Paulo, Brazil

Bachelor of Industrial/Mechanical Engineer December 2012 SKILLS/ACTIVITIES

Technical Skills: MS Office (PowerPoint, Access, Excel, Word, Outlook), SAP, Oracle, TOTVS, SolidWorks, AutoCAD Languages: Portuguese (Native); English (Fluent); Spanish (Advanced)

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