Customer Service Engineer

ODREL EDOUARD

Queen Creek, AZ ***** 480-***-**** *********@*****.***

Summary

Experience Manufacturing Engineer which specialized in highly integrated automated 300mm semiconductor production, while supporting multiple functional areas. Created routes for equipment readiness to production. Implemented product flow changes, and evaluated accurate daily/weekly inventory levels. Troubleshoot technical issues and resolved problems in a timely manner. Effectively drove cost reduction and increased efficiency by applying lean and kaizen concepts. Effective bi-language communicator (English, French) skilled at understanding, developing and negotiating resolutions to diverse issues that impact all organizational levels.

KEY QUALIFICATIONS

Project Management Process Improvement Troubleshooting

Risk Mitigation Root Cause Methodologies Data Analysis

Cost Controls Problem Resolutions Negotiations

Budget Management Regulatory Requirements Vendor Management

Sarbanes Oxley OSHA Regulatory Leadership

PROFESSIONAL EXPERIENCE

Western Cable Contractor, Tempe, AZ 2009 – Present

Field Technician/Inspector

Performing and/or auditing professional installation for Cox Communication. Successfully manage field technicians training and ensure customers’ satisfactions are being met.

• Respond to customers’ problems and successfully revolve technical issues in a timely manner.

• Marketing Cox Communication products, which increase sales to 40%.

• Monitor and/or respond to customers’ requests in a timely manner and monitor customers’ dissatisfaction related issues.

• Increase customers’ satisfaction to 95% by listening to and cooperating with the customers’ request and establishing action plan.

• Prioritize customers’ needs and provide full explanation and design plan when certain requests may not be possible.

• Investigate poor work performance and ensure reworks are performed in a timely manner.

• Response to customers survey and ensure customers’ request are completed

Intel Corporation, Chandler, AZ 2001 -2009

Manufacturing Engineer (2006 – 2009)

Successfully resolved technical issues, improved equipment performance and increased availability up to 45% in six month period. Successfully decreased costs by approximately 50%. Develop Just-In-Time inventory process to maximize work space availability.

• Managed virtual factory projects that saved the organization a $1M.

• Led virtual factory team, which improved the virtual projects implementation to 75% from 30% in one quarter.

• Implemented and/or identified projects that reduced cost to 65%

• Strong working knowledge of SPC (Statistical Process Control). Very familiar with quality control management.

• Very motivated, flexible to ambiguity and very comfortable at multi-tasking and prioritizing.

• Reduced manpower/labor hours, non valued process steps by applying lean and re-engineering concepts.

• Trained technicians on resolving technical issues – developed desk stop procedures, tracked individuals’ training performance and developed technical certification plan.

• Analyzed monthly/quarterly spending report to maintain the department budget.

• Resolved technical issues in timely manner and increased equipments availability by 30% in 3 weeks

• Coordinated the development of an automated system to manage inventory that saved the organization $1.5M

• Implemented cost reduction system that decreased cost of buying new product up to 75%.

• Developed process BKM (Best Known Method) that decreased defects and improved equipment availability.

Senior Manufacturing Technician Team Leader (2001 – 2006)

Successfully managed team and improved the performance of subordinates. Represented subordinates during quarterly and/or yearly review process. Monitored training performance and coordinated training as necessary. Evaluated equipment troubleshoot and/or preventive maintenance improvement. Monitored department budget and thieved to remain under budget.

• Motivated employees toward the organization’s policy – developed subordinates to achieve results in productivity, teamwork, safety and quality.

• Successfully led daily activities, meetings, communication of changes, managed equipment performance, and set daily goal.

• Developed department cross training that improved subordinate’s skills by approximately 75% and reduced defects by 50%.

• Developed opportunities for subordinates in teaming up senior technicians with Equipment and/or Process Engineers to work on projects that increased technical skills up to 95%.

• Set department daily goal – scheduled equipment maintenance – tracked equipment availability – presented daily goal performance to upper management staff.

• Successfully performed preventive and corrective maintenance

• Successfully improved process control and troubleshoot nonstandard events in the production line

• Evaluated team issues and successfully resolved conflicts among team members.

• Created positive work force environment – developed individual leadership capability.

• Mentored and/or coached individual to reach their short/long term goals

Supervisor

WWF (World Wrestling Federation) NY Restaurant, NY, NY 1999 – 2000

Successfully supervised a team of 25 people in a 4 stars restaurant – Resolved customers’ complaint and improved complaints through in house surveys, which increased customer satisfactions by 60%.

• Improved production by 65% in 3 months by developing customer service training package.

• Decreased waiters’ turnover to 60% from 20% by coaching customer service behavioral practice concept and empower first hand employees to make decision.

• Resolved conflicts among team members – improved team efficiency by 60%

Education/Training

MBA – Concentration in Finance

Ottawa University, Phoenix, AZ

Bachelor of Science, E-business/Business Management

University of Phoenix, Phoenix, AZ

AAS, Electronics Engineering Technology

Technical Career Institutes, New York, New York

Professional Associations

Network of Intel African American

Community Service Affiliate

Coach Soccer

Voluntary food bank delivery

Contact this candidate