Call Center Customer Service
Resume:
Vivian K Huertaz
**********@*****.***
Professional Skills Leadership & Responsibility
● Accomplished multiple continuous improvement activities focused on LEAN manufacturing to decrease/eliminate user’s keystrokes while performing tool qualifications. This led to a decrease in CTDs throughout the 168 hour team.by 40% in a 5-month execution.
● Teamed up with engineering, as FUZION owner for the Thin Films area, to improve the pass down communications system.
● Allocated co-workers to coach and train the Thin Films team to utilize the specification document to perform the job precisely the same each time to have consistency on the 168 hour team performance.
● Software Proficiency includes Klarity, MES, Workstream, SPC++, SPC#, xRFC, Fuzion / Tracer
● Knowledge with working with inspection software/equipment to detect all defects within the production line to eliminate end of line scrap. With this data review white papers were implemented which created new procedures in response to defects.
● MS Office Word/Excel/Outlook and Powerpoint. Analysis & Writing
● Aligned with engineering in each Intel organization to compile data to create numerous Standards of Operational Procedures (SOP) guidelines.
● Successfully created checklists aligned with specification to automate checklists to eliminate wasteful activities using LEAN processes.
● Recognized by senior technical staff members for formal resolution of automated systems in Thin Films.
● Obtained a level 3 maintenance certification on the AMAT 5000, KLA Tencor Flim thickness Monitor, Watkins Johnson, tool, KLA Tencor Optiprobe, and Omnimap.
● Worked various process tools used in production manufacturing, to include basic troubleshooting, maintaining tool matching specifications, and mid-level maintenance.
● Certified as F11X stretch leader for the full 25 years at Intel.
● Equipment owner of KLA-Tencor analytical tools, trainer of maintenance and process. This led to travel to other factories to have tools copied exactly and maintained the same.
● Owned job aids used by the Thin Films 168 hour team and kept them to ISO standards.
Education
● 2017 - 2021 CTU Colorado Technical University Bachelor's in Information Technology emphasis Database Management Systems.
● Certificate in Instrumentation and Control from T-VI. Teaching aide for the Hydraulic and digital labs.
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● National American University of Engineering courses and lacked 1 math course before program shutdown to obtain AS.
Employment
● October 2020- present.
Intel Corporation
Change Management, Data collection, troubleshooting process control systems and implementing corrections to maintain proper operations in RTD environment.
● March 2020 - September 2020.
Retail Data
Collected pricing of different grocery items in several stores then transmitting information to main office. Met all deadlines to be successful.
● March 2019 – April 2019
Home Depot
Customer service sales person in the flooring department.
Selling carpet, tile, accessories in flooring, special blinds, blind sizing, place special orders and large orders, and call customers back of quotes.
August 2016 – March 2017.
Lowe's Call Center: Customer care agent answer customers calls, credit calls and assist in ordering items plus gain confidence of customers to purchase additional items or bundle throughout the inventory at Lowe’s.
Ensure customer data was up to date and changed as necessary.
Request changes to pertinent information using different systems while maintaining a call limit of 10 minutes.
Kept to a necessary professionalism to maintain the Lowe’s reputation of making our customers love where they live.
Dealt with dissatisfied customers and solve issues and provide satisfaction.
Became leader of the team and top sales representative.
6/1991-6/2016 Intel Corporation Rio Rancho, NM
Roles during time within Intel:
● Team lead of Thin Films group for improvement projects;
Scheduled meeting bi--weekly, provided guidance to members of solving concerns on factory floor and implemented new procedures for process.
● Trainer of metrology equipment and equipment owner for factory tools for each area. Performed upgrades to equipment when available with the vendors. Recognized by vendor of KLA Tencor of being self motivated and attentive to getting equipment up to running for production use.
● Process lead for the Thin Films group in running the defect prevention group, presenting badly running tools to management and shutting these ‘dog tools’ down for repair.
Presented weekly data to management on behalf of Thin Films area for game plans of ‘dog tools’ and updated progress of tools. Responsible for ensuring they are back to good health.
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● Engineering technician for factory floor liaison to engineering during shift hours and gave factory floor updates of process changes and trained factory floor on engineering changes both in procedures in process changes and factory wide updates.
● Safety representative for Thin Films and was representative for 25 years and created a new safety program in Oregon Fab 5. Presented the program to management for approval, presented program to entire factory and train others to be each shift representative for the program. Received a divisional recognition for implementing a safety program to the factory.
● Performed process transfer from corporate factory in California for the transfer of the copper process to the New Mexico site for defects. Created a defect book for each found defect found in each process area and brought the book to the New Mexico site as standard process defects. Recognized by management data collection of book of records for copper process defects for the factory.
References Available Upon Request
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