Customer Service Manager

FRANK SALAMANCA

**** ***** ***** ***** • San Jose, CA 95121

(C) 408-***-**** • (H) 408-***-**** • *************@***.***

FEOL PROCESS ENGINEER

Dynamic professional with history maximizing quality, reliability, and functionality of new and existing semiconductor products for businesses and organizations located worldwide.

• Increase turnaround time and yield, spearheading strategic plans, schedules, and improvements.

• Avert time- and cost-consuming downtime, proactively uncovering and repairing critical problems.

• Optimize customer and end-user experiences, rapidly responding to and resolving issues.

• Translate complex technical concepts to diverse audiences, uniting all on common vision and goals.

• Build, mentor, and lead world class teams, completing concurrent projects under strict deadlines.

Strategic Planning & Scheduling • Product Development • Project Management • Reverse Engineering

Failure & Root-Cause Analysis • Continuous Improvements • Process & Manufacturing Optimization

Business Development • Key Account Management • Customer Service & Support • Team Building

CARTRIDGE WORLD, San Jose, CA • 2005 – Present

Owner

Oversee all aspects of daily business operations. Identify and cultivate relationships with new B2B prospects. Prepare for and perform onsite visits with target accounts. Provide manufacturing technicians and customers with technical assistance.

• Pioneered successful business, growing loyal B2B customer and referral bases.

• Implemented remanufacturing guidelines and procedures for laser toner and inkjet cartridges.

• Drove continuous improvements in products and services, maintaining up-to-date on latest technology trends, and attending regular customer service seminars and annual recharger show.

CHARTERED SEMICONDUCTOR TECHNOLOGY (CST), Milpitas, CA • 1997 – 2004

FA Services Manager • 2002 – 2004

Coordinated and led quick-fix solutions with minimal delay on new products. Conducted root-cause analysis using latest reverse engineering techniques and methodologies. Published and communicated reports and fix recommendations for engineering and management reporting team.

• Accelerated new product evaluation and release, establishing engineering lab capable of supporting full reverse engineering and test characterization.

• Minimized product returns while scaling increasing product demand, driving continuous improvements in product yields, quality, and reliability.

• Served as key member of global engineering team resolving customers’ new product functionality and yield issues.

Technical Program Manager • 1997 – 2001

Directed and participated in all aspects of technical program focused on semiconductor manufacturing, processing, new product design integration, wafer level and packages unit testing, yield enhancements, and root-cause failure analysis. Led all phases of product development from inception to production and introduction, Defined product specs. Prepared datasheets and schedules. Determined availability. Authored full documentation for sales and marketing teams. Provided product support for customers.

• Increased product yield from 60% to 90%, implementing on-time engineering modifications and process changes.

• Developed robust embedded memory offerings such as SRAM, EEPROM, and NV Flash.

• Uncovered flaw and modified design on new product prior to tape-out, proactively troubleshooting simulation results.

• Managed major account which generated $5M in sales each month.

EDUCATION & CERTIFICATION

BS: Civil Engineering, Saint Louis University, Baguio City, Philippines

AS: Semiconductor Process & VLSI Design Technology, Berkley Extension Program, Sunnyvale, CA

Certificate of Optics Applications, Oregon Graduate Institute of Technology, Beaverton, OR

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