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Customer Service Operations Manager

Location:
Taguig, 1630, Philippines
Posted:
September 15, 2023

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Resume:

Résumé of

NARCISO C. ROSALES

Current Address: Telephone numbers :

*** ******* *. **** ****** Ususan

Taguig City, Metro Manila Mobile: +63-917*******

Philippines 1630 Email id: adzp2q@r.postjobfree.com

Work Experience Summary

35 years of extensive manufacturing experience in semiconductor/electronics, automotive, solar power, aircraft interiors, flexible printed circuits & logistics ( supply chain) industries.

Six (6) years in assembly as Production Sr. Supervisor ( IMI )

One (1) year in SOIC as set-up group, Production and Assembly Engineering ( Amkor Phils.).

Five (5) years in Customer Service as Regional Manager - ATP (West Region – Silicon Valley USA)

Seven (7) years in Operations, Department Manager - ATP (PDIP / PSOP / SOJ / MSOP/SOIC)

Three (3) years in Order Fulfillment Manager (Logistics Department) Management - Philips Semiconductors (CP/CS/WT)

Five (5) years as Assembly Mfg Sr. Manager (Assy Mfg. Department) - NXP/ ST Micro ( Calamba)

Six (6) months as Assistant Vice President & Manufacturing Director (First Philec Solar Corp)

One (1) year as Plant Manager (Sobida Motors Corp.)

One (1) & 4 months as Senior Operations Manager – Galleys (B/E Aerospace Philippines)

One (1) & 5 months as Business Unit Head (Factory Head) – First Sumiden Circuits Inc One (1) & 7 months as General Manager – Acro Distribution Network Inc (ADNI) – Logistics Company Work

One (1) as Plant Director - Greatbrands Mfg Inc.

Experience

General Manager

January 2019 – August 2020

Acro Distribution Network Inc (ADNI)

ADNI Head Office, Solid Mills Compound

Sucat, Muntinlupa City

In charge of the overall operations:

Responsible for the overall company operations that include repair & maintenance, finance & accounting, human

resources & administration, EHS.

Responsible for the company’s profit & loss performance.

In-charge of the company’s continuous improvement programs, training & education.

Responsible for organizational development & people engagement that also includes hiring & staffing

In-charge of business development and ensures customer satisfaction.

Business Unit Head ( Department Manager 2)

May 16, 2016 – August 2017

First Sumiden Circuits Inc (FSCI)

Lisp 1, Bo. Diezmo Cabuyao City Philippines

In charge of the overall manufacturing operations:

Responsible for the overall manufacturing indices which include operations, quality, delivery, yield and cost to ensure continuous and efficient operations to the desired quantity and quality performance.

Provide leadership in all aspects of operations thru the available and known manufacturing methodology in

resolving issues and permanent resolution.

Oversees all manufacturing lines and direct labor force through all the manager, supervisors and staff

Senior Operations Manager

January 5, 2015 – March 16, 2016

B/E Aerospace BV Philippine Branch

First Philippine Industrial Park Barangay Ulango

Tanauan City, Batangas

In charge of the overall manufacturing operations :

Responsible for the overall manufacturing (operations, quality, delivery, yield and cost) indices to ensure continuous and efficient operations to the desired quantity and quality performance.

Oversees all manufacturing lines and direct labor force through all the managers and supervisors and staff.

Provide leadership in all aspects of operations thru the available and known manufacturing methodology in

resolving all issues with permanent resolution.

Form part of the Senior Management Team and plays a key role in setting company polices and guidelines towards the achievement of the company mission and vision.

Owner of the following indices:

Quality

Delivery

Cost

5S

Cycle time

Development & Training

Plant Manager

April 2013 to March 2014

Sobida Motors Corp.

Nagkaisang Nayon Novaliches

Quezon City ( Assembly Plant )

Primary Functions :

To assist the BOD (Board of Directors) in formulating and implementing systems, policies & procedures.

To conduct & implement technical standards, product innovation, and process improvement, through responsible TRK OZs like PPIC, TSU, PA & PB/C to realize

productive & efficient operations for total customer satisfaction.

To oversee TRK operations : To closely coordinate with BOD involved in TRK operations; To consolidate

information regarding all aspects of operations in TRK; To provide direction in both tactical & strategic, in close coordination with the BOD; To provide mechanism to ensure cost effective operations; To ensure manpower base and OS is in line with the plant direction through training

& sourcing; To lead TRK officers in regular coordination & directional meetings and forum; To act as the spokesperson of TRK in BSB forum and inter-BSB coordination .

To ensure optimal quality and delivery time : To optimize plant production capacity, dependent on market absorption

& supplies availability; To provide venue for constant quality feedbacks from customers and VHD (sales).

To perform special projects as required.

To provide leadership to, and evaluate, in coordination with HRD, officers and CF members of TRK.

To perform other tasks as assigned by the BOD from time to time.

Manufacturing Director/AVP

March 2011 to Aug 2011

First Philec Solar Corp

First Philippine Industrial Park

Tanauan, Batangas

In charge of the overall manufacturing operations :

Responsible for the overall manufacturing (operations, warehousing, equipment performance, quality, delivery, yield and cost) indices to ensure continuous and efficient operations to the desired quantity and quality performance.

Oversees all manufacturing lines and direct labor force through all the managers and supervisors and staff.

Provide leadership in all aspects of operations thru the available and known manufacturing methodology in resolving all issues with permanent resolution.

Form part of the Senior Management Team and plays a key role in setting company polices and guidelines towards the achievement of the company mission and vision.

Implemented the lean manufacturing concept in warehouse thru various projects that reduce waste through space maximization using the 5S work discipline concept.

Lean projects were also implemented at Bonding Process to eliminate waste due to too much waiting time, thus improving productivity and quality performance as well as improving cycle time.

Assembly Manufacturing Sr. Manager

Operations (ASSEMBLY)

Feb 2005 to March 2011

NXP/ST Microelectronics (PTM Calamba)

9 Mountain Drive, Light Industry & Science Park II Brgy. Lamesa, Calamba, Laguna 4027

Philippines

In charge of FOL/EOL Mfg. Operations :

Responsible for Mfg activities w/in the plant to ensure continuous and efficient production to the desired quantity and quality

Establishes schedules, ensuring effective use of manpower materials and equipment

Ensures that the housekeeping and safety procedures are followed using the 5S work discipline concept.

Oversees several production lines and direct labor force through Section Managers, Supervisors and Line Leaders

Coordinates closely with other managers in the manufacturing operations

Provides leadership and direction setting along the areas of work hazard

Identification and resolution, health and safety education, and counseling.

Forms part of the management team and plays a key role in setting company policies and guideline towards the achievement of our company vision.

Spearheaded the establishment of TPM as chairman of the Autonomous Maintenance being the owner of assembly operations.

Monitor quality performance through Process Improvement Capability and used quality methodology like TQM/DMAIC Concept and Lean Manufacturing Methodology.

Manager

Order Fulfillment/Supply Chain Management (Logistics Operations) Aug 2003 – Feb 2005

Philips Semiconductors Calamba (PSC)

9 Mountain Drive, Light Industry & Science Park II Brgy. La Mesa, Calamba, Laguna 4027

Philippines

In charge of Order Fulfillment for PSC BUs/BLs and Wafer Test :

Responsible for the plant BBS (Business Balance Scorecard), which consists

of major KPIs (Key Performance Indices) :

- SLT (assembly to final test)

- WT TPT

- WAR Performance

- LMO (last minute order)

- 24 hrs order confirmation

Coordinate closely with manufacturing people to ensure orders are being fulfilled.

Provide leadership and direction with staff to ensure customer satisfaction and requirement are being met at all time.

Interface, coordinate with BUs (Business Units)/BL (Business Lines) for win-win resolution of issues and or come up with immediate fix and long term solutions to the problems that serves as show stoppers.

Form part of PSCs management team and plays vital role in setting company policies and guidelines towards the achievement of the company vision/mission.

Department Manager

Operations/Manufacturing (ASSEMBLY)

March 26, 2002 to Aug 2003

Orient Semiconductor Electronics Phils. Inc. (OSEP) 6 Ring Road, Ligh Industry & Science Park II

Brgy. Lamesa, Calamba, Laguna 4027

Philippines

In charge of FOL/EOL Mfg. Operations

Responsible for Mfg activities w/in the plant to ensure continuous and efficient production to the desired quantity and quality

Establishes schedules, ensuring effective use of manpower materials and equipment

Ensures that the housekeeping and safety procedures are followed through 5S/WPO working discipline concept.

Oversees several production lines and direct labor force through Section Managers, Supervisors and Line Leaders

Coordinates closely with other managers in the manufacturing operations

Provides leadership and direction setting along the areas of work hazard

Identification and resolution, health and safety education, and counseling.

Forms part of the management team and plays a key role in setting company policies and guideline towards the achievement of our company vision.

Department Manager

Operations/Manufacturing

July 1996- Mar 2002

AMKOR/ANAM PILIPINAS INC. ( AMKOR TECHNOLOGY

PHILIPPINES)

Km. 22 East Service Road, South Super Highway

Muntinlupa, Metro Manila

Philippines

In charge of PDIP/SOIC/PSOP/SOJ FOL/EOL Manufacturing Operations.

Measures and monitor the following Manufacturing Indices:

Productivity thru Hours per K Units (HPK)

Cost measurement thru CML (Cost per Million Leads )

Yield (Quality thru FOI/IVI) PPM

Cycle Time (OATA & MFG.)

Misops/CCAR

On Time Delivery (OTD)

Key Results Area (KRA)

Manufacturing Excellence

Customers Satifaction

Cost Effectiveness/Cost Management

Technology Development

People Development

Department Manager

Production/Planning & Control Department

December 1996-June 1997

AMKOR/ANAM PILIPINAS INC.

Km. 22 East Service Road, South Super Highway

Muntinlupa, Metro Manila

Philippines

PC Functions such as

Planning/Scheduling/Die Bookings

Cost Monitoring

Cycle Time Performance

Manufacturing Indices Monitoring

Coordination Between Cross Functions (Div.)

Customer Satisfaction

Customer Service Regional Manager

May 1993 – Dec 1996

AMKOR/ANAM PILIPINAS INC.

Km. 22 East Service Road, South Super Highway

Muntinlupa, Metro Manila

Philippines

Responsible for managing the West Region (Silicon Valley) Customer Service Dept.

Ensures that C.S. Reps. Are managing their customer accounts in accordance to their

customer requirements.

Communicate with customers on major issues that needs management attention.

Constantly in contact with AMKOR (US) account managers on customer strategies, future plans and coordinate with the factory on how to align on customer requirements.

Handles twenty-two (22) customer service representative (all engineers) as direct reports.

Customer Service Representative

(Engineer II to Sr. Engineer)

March 1991 - May 1993

AMKOR/ANAM PILIPINAS INC.

Km. 22 East Service Road, South Super Highway

Muntinlupa, Metro Manila

Philippines

Responsible for managing customer accounts.

Assigned as Team Leader for West Region.

Directly communicate with customers regarding their assembly requirements, technical inquiries and issues.

Coordinate with AMKOR Worldwide Customer Service locations

(EUROPE/USA/ASIA) in establishing/centralizing customer needs.

Coordinates/discuss with Assembly Engineers, Quality Engineers and Production people in resolving assembly problems.

Generate reports and do monitoring of assembly performance, line yield, cycle time and quality.

Was able to handle 90% of the total West Region accounts in different time frames.

SR. Production Engineer

June 1990 to March 1991

(Corporate Engineering Department)

AMKOR/ANAM PILIPINAS INC.

Km. 22 East Service Road, South Super Highway

Muntinlupa, Metro Manila

Philippines

Production Sr Supervisor

August 1984 to June 1990

INTEGRATED MICROELECTRONICS INC.

Km 22 East Service Road Cupang Muntinlupa City

Responsible for set-up of the AAPI SOIC in matrix leadframe

(belong to seven man core group).

Tasked to attend offshore trainings and equipment buy-off.

Responsible for hiring and training of production operators and technicians for the start-up of the SOIC matrix Operation.

Responsible for the equipment qualification, customer qualification runs and generates customer qual reports.

Responsible for identifying production needs during start-up from wafer mount to final visual until pack.

Responsible for FOL/EOL Operations

Responsible for delivery, quality, yield, cycle time and cost

Responsible for people’s training & development

Monitor PNL & support all company wide programs and projects to profitability

Personal

Date of Birth : October 29, 1962

Place of Birth : Cuenca Batangas

Height : 170 cm.

Weight : 74 kgs.

Nationality : Filipino

Civil Status : Married (with 4 kids)

Profession : Mechanical Engineer

Educational Background

Primary Education : Paco Catholic School (Batch ’76) Secondary Education : Paco Catholic School (Batch ’79) College Education : University of the East (Batch’84) Degree : Bachelor of Science in Mechanical Engineering Training / Seminar Attended

- Supervisor’s Effectiveness Training.

June 10-14 1985. Sulu Restaurant.

- Counseling Employees for Harmony and Productivity. Aug. 1985, Ridge Country Club,

Tagaytay City

- Statistical Process Control and Quality Improvement Program IMI Conference Room, Bldg. 2

- Just in Time Manufacturing Training

IMI Conference Room, Bldg. 2

- Manufacturing Management Computer System (MANMAN) IMI Conference Room, Bldg. 1

Feb. - March 1988

- Creating Effective Work Teams

Sierra Grande Hotel, January 1989

Tagaytay City

- Human Relations Course

IMI Conference Room, Bldg. 1

August 1988

- Trained the Trainors/SPC seminar and training

AAPI Conference Room 3B

September 11-13, 1990

- Customer Service Mileage

BF Resort Hotel Country Club

October 20-24, 1994

- Proactivity in Customer Service

Alabang Country Club

Nov. 18, 1995

- Career Exploration and Planning Seminar

Alabang Country Club

January 1997

- Team Building Seminar

Crystal Spring, Laguna

February 1997

- Mid Life Crisis

IIAP Alabang Muntinlupa

August 1997

- Managerial Grid

Crown Peak Hotel, Subic Bay

November 15-19, 1998

- The 7 Habits of Highly Effective People

Palms Country Club

Feb 15-18, 2004

- Assessor for the Philips Business Excellence Model Palms Country Club

June 28-29, 2004

- Complaints Management: Using Customer Feedback as a Strategic Tool Shangri La Hotel Makati, Makati City

Sept 17, 2004

- Customer Service Excellence : How to Win and Keep Customers Shangri La Hotel Makati, Makati City

Nov 17 & 18, 2004

- The Soul of Execution : Building High Performing Organizations Shangri La Hotel, Rizal Ballroom, Makati City

Conducted by : Dr. Stephen R. Covey, Nov 19, 2004

- The 8th Habit : Live and Work with Passion

Dusit Grand Ballroom, Dusit Hotel Nikko, Makati City Conducted by : Dr. Stephen R. Covey, Nov 19, 2004

Training Off-shore / Customer Visits :

- Actual Training and Equipment buy-off:

AICL (Amkor Anam Industrial Co. Ltd.)

July 1-8, 1990 (for SOIC Matrix set-up in AAPI)

- Training and Equipment Familiarization

Texas Instrument (Malaysia)

July 11-15, 1990

- Customer Visit:

National Semiconductor (Malacca)

NSC Malaysia Feb. 23-25, 1993

- Attended VLSI Quarterly Review

VLSI Headquarters, San Jose CA.

August 8-9, 1995

- Visited the following customers within Silicon valley ATMEL, XILINX, ALTERA, CYPRESS, MAXIM

August 1995 Timeframe

- Attended the VLSI Quarterly Review

VLSI Headquarters San Jose CA

April 17/18, 1996

- Visited the following customers:

NSC (Sta. Clara), LSI LOGIC, GATEFIELD, EXAR, LATTICE, XILINX & IDT October 1996

I hereby certify that all the data and statement included herein are true and correct to the best of my knowledge and belief.

NARCISO (Narcing) C. ROSALES

January 2021



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