PROFESSIONAL EXPERIENCE:

Confidential, Troy, MI

Program Manager

Responsibilities:

• Manage/organize all PPAP activities with 4 plants from samples delivers to PPAP documents to obtain PPAP approval and Confidential PTR delivery.
• Managing with damaged shipment issues including sorting activities and proposing rubust packaging concept in transit.
• Manage capital investment approval activities for plant to accommodate new production launch.
• Present program progress Gates for launching at new Romania plant and current development programs to Program Management Directors for their review and approval to move to next Gates.
• Manage weekly call with Gen2 PWE product launching at Romania plant and developing Gen3 Confidential R&D team & plants to check their progress to meet Gate action items for successful launch.
• Participate Confidential Weekly Confidential technical specification review call to support NA R&D activity.
• Use Ultra Debugger to prepare validation samples and change SW for Confidential production line.

Confidential, Troy, MI

Program Manager/Development Engineer

Responsibilities:

• Manage all PPAP timing; Communicate with Confidential China manufacturing facility for part build/delivery schedules and prepare PPAP documents for Confidential approvals.
• Support/Follow up with HW/SW DFMEA/DRBFM activities including DV/PV DRBTR.
• Support HW/SW Program Design Review and PRTS(ESIM)/5Phase review meeting to close technical issues.
• Manage various technical meeting with Confidential development & validation engineers and 2nd tier suppliers to find RC/CA to close all technical issues.
• Share weekly activity report to internal management team to check progress of each program status
• Coordinate test bench build activities including NDA with other partners.
• Manage/Track Confidential ECPs to implement in official product releases including participate NRE cost review meeting to resolve any commercial issues.
• Be a mentor to newly hired program managers to train Confidential project development process and use Confidential corporate systems.
• Perform Confidential vehicle’s OnStar module HandFree turning for objective/subjective using QNX’s QWALive in lab and on highway.

Confidential, Colorado Springs, CO

Project Manager

Responsibilities:

• Responsible for setting the Confidential Mobile Contact Center strategic direction and program planning by communicating with Confidential.
• Coordinated successful implementation activities for remote support to maximize the high level of customer service satisfaction and minimize unnecessary RMA.
• Managed daily communication channel with STA to deliver requested assignments in timely, successful manners.
• Produced and reviewed weekly KPI report for the area of opportunities to improve the performance of the agents.
• Proposed action plans to maximize the efficiency Followed up with billing inquiries with STA.

Confidential

Technical Service Manager

Responsibilities:

• Managed Confidential Korea technical service team’s daily operation to support from end users to corporate customers with technical issue and supervised Team with system integration of controlling for opening and closures in commercial buildings
• Followed up technical issue and quality issue by communicating with Confidential France Headquarter and came up with feasible action plan and implemented them Met with customers to clear up with technical issues and maintain good business relationship
• Designed and implemented customer satisfaction plan for customers
• Explored new business opportunities through Confidential service and maintenance system integration area.
• Implemented strategic operational process requests from IBM AP and Lenovo AP to optimize agent performances (KPI) and operational efficiency. Improved Service Contact Center work practices through IVR Flow optimization, telephony skill level adjustment and continuous refining of agent call handling scripts.
• Participated teleconference with Lenovo AP team for operational review and provided action plan to meet newly introduced operational targets.
• Analyzed LCDS (Lenovo Customer Delight Survey) from end users to corporate customers as well as provided and implemented action plan to improve customer service satisfaction.
• Managed complaints from end users to corporate customers, calling and meeting customers to close various complaints.

Confidential

Technical Support Manager

Responsibilities:

• Organized regular technical meeting between Seagate and major Korean corporate engineering teams, LG (PC, AV, Display) and Confidential (PC, DVS, AV, Network). Met with major corporate engineers and procurements to explore on - going projects & new business opportunities.
• Reported customers products, volume, launching to Seagate Headquarter for completing the qualification of Seagate products and shipment-making. Explored customers current market trend, future roadmap, and competitors status for sharing with Seagate Headquarter and planned future business.
• Explored business opportunities with new Seagate products in 1 mobile and 2.5 automobile products by visiting potential Korean customers.
• Inspected and tested HDD failures on a weekly basis for LG PC, AV and Display, including DPPM monitoring and HDD qualification. Provided technical support to LG Display for the successful launch of the Time Machine TV.