Roberto Gomez Fuentes Email & Phone Number

Houston, Texas, United States

Program Management activities related to Client collaboration, improvements and automation.

Spring, Texas, United States

Project and Program Management role with focus on Customer Experience: Net Promoter Scores, Customer Satisfaction, Ease of effort.• Lead Project Management Office, 12 projects, 10 project manager. Administration of Projects process, reporting, closure, benefits realization.Mentoring some of the Project Managers came naturally to me, I enjoyed helping team members and colleagues on their projects and skills, for me this was the highlight of the Program Manager role. Providing a structure of documentation and Project Management guidance was a great deliverable of this role.

Louisville, Kentucky Area

Responsible for the Repair Quality process at Partners in North America for HP Laptops.Identified and Implemented process improvements at repair centers based on Customer data to improve Net Promoter Score for services. Results: Increase on NPS from 18 to 60 points in seven months.This project gave me a great opportunity to challenge myself in understanding the Customer Sentiment towards the repair services that we provided. I pushed myself into understanding the customer sentiments, via survey responses, about our support, and how to correlate to improvements in our repair processes. I feel proud to be part of the team that worked on a mathematical correlation on the repair process to accurately predict the Net Promoter Score from the customer.

Salo, Finland

Responsible for improving manufacturing testing based on warranty complaints.Biggest challenge on this project was to find a common ground that all the Stakeholders will agree. Different nationalities and ways to perceive Quality and Cost were the major obstacles at the project initiation. At the end, we all agree that the scope was the Customer perceived Quality of the end product. Change management and ways of working towards Customer perceived quality were key factors for the success of the project.• Achieved $2 M USD savings on Warranty costs for one product.

Salo, Finland

Coordination of Technology capabilities and Testing requirements to enable Manufacturing of Mobile devices in Nokia Supply Chain.Leader of a team of 8 people located in four countries: China, Denmark, Finland and Germany.Deployment and Maintenance support Projects for Nokia Operations in nine factories.Achievements:• Reduction of investments of 10M Euros• Investments focus on increasing manufacturing testing capacity by 25% with a payback of 6 months• Reduction of manufacturing testing floor space by 15%• Mentor Factory test managers on Cost-Benefits analysis methodologies.

Fort Worth, Texas, United States

Coordination of Manufacturing Test Systems activities in six Nokia Factories:Chennai, IndiaCluj, RomaniaDongguan, ChinaKomarom, HungaryManaus, BrazilReynosa, Mexico• Developed a Fact Based decision making thru Cost-Benefit analysis methodology for the Test Systems Community.o Test Systems Investments savings: 3 Million Euros in 2009• Manufacture related improvement areas:o Test Systems Utilization Improved by 10%o Manufacturing Failure rate reduced by 15%

Reynosa, Tamaulipas, Mexico

Provided test systems oversight for the manufacturing process with a team of 6.Technology and Products transfers and Implementation to the Facility.Quality Improvements in regards of Field Failure Rates and Manufacturing Failure Rates.Process Improvements Projects in regards of Volumes Capacity Increase and Flexibility.ISO-9002 Compliance in regards of Instruments control and calibration.Preventive and Corrective Maintenance Programs implementation across the Factory.Competence Development plans and implementation for Test Engineers and Test Technicians.• Increased testing efficiency by 25%

Reynosa, Tamaulipas, Mexico

Nine years working as a Test Engineer, the last four of them as a Hardware Design Engineer in the Test Development of the Group. The main duties of the Development activities include the design and the implementation of local systems to perform production test of manufactured boards. The main characteristic of these systems: PC based system with plug-in acquisition and control cards and a high level software, mainly Visual Basic.The range of activities were from Test Process Control on Manufacturing Lines, which include activities such as:Quality Control: Failure Analysis, ISO-9002 ComplianceTechnology: Test Equipment Design to accommodate new Product Introduction and/or Technologies.Project Management: Line Implementations, Test DevelopmentLeadership: In charge of the Development Laboratory with four persons reporting to me.

Masters, Engineering

Finish on top 5% of the Class

Bachelor, Electrical Engineering

Graduate with Honors at top 1% of the Class

Education record