Professional Resume Industrial Engineer

ALEXANDER LUGO (T) (M) 040 323 0044

alugo7@hotmail.com

PROFESSIONAL STATEMENT I am a qualified Industrial Engineer with over ten years of successful career experience. I have developed my professional and personal skills in areas such as Customer Service, Administrative Support (Help-desk), Quality Management Systems and Work Health and Safety. Proven track of developing and improving Management Systems and Work Health and Safety processes and documentation. PROFESSIONAL SKILLS

Sound experience in ISO 9001, Measurement Systems Analysis, Customer Service (CRM), Quality Management, Project Management, Continuous Improvement and Business Management;

Proven ability to work within internal and external policies and procedures including those surrounding privacy and confidentiality;

Ability to build, develop, coordinate and execute process improvement activities; Skilled in blueprint reading, and understanding customer requirements; Extraordinary market research, product and data analysis skills; Proven conflict resolution and negotiation skills; Strong knowledge to build, develop, manage and analyse Key Performance Indicators; Proven knowledge solving problems methodology (fishbone, 5 why’s, root-cause analysis,

PDCA); Stock management; WH&S Industrial Engineering knowledge; Demonstrable stakeholder communication and corporate engagement skills; Strong continuous improvement and change management techniques.

ACADEMIC QUALIFICATIONS Bachelor of Industrial Engineering 2001

Catholic University of Colombia Engineering Qualifications Assessment ANZCO 233511 2011

ENGINEERS AUSTRALIA Diploma of Management 2014

Sydney Business & Travel Academy Balance-scorecard Management Diploma 2012

ESAP – SENIOR COLLEGE OF PUBLIC ADMINISTRATION Public Management Diploma 2012 ESAP – SENIOR COLLEGE OF PUBLIC ADMINISTRATION Internal Auditor Certification 2012 AG Engineers Consultants Project Management Diploma 2009 SENA ISO 9001:2008 Diploma 2009 SENA

EMPLOYMENT HYSTORY Casual – Property Service Assistant May 2015 – Present Date Prince Alfred College http://www.pac.edu.au/ Quality Management System Engineer May 2011 – Jun 2013 Colombian General National Archive AGN is a Colombian Government Agency, takes charge to organise, archive and preserve Colombian historical documentation and national files. http://www.archivogeneral.gov.co/ Key Accomplishments

Developed, implemented, and maintained quality system procedures in compliance with ISO 9001 and NTC GP 1000:2009 Colombian Quality Standard Norm,

Reviewed and updated organisational policies, Evaluated the Quality System in coordination with managers of departments to apply

corrective and preventive plans to processes, Supported shop floor improvement process, and preparation of internal and external

audits, Delivered training for the staff to enhance quality skills and best practices, Developed performance measurements as a KPI’s and setting quality metrics, Coordinated and assisted quality teams in controlling quality and continuous improvement

plans, Analysed customer’s feedback, and developed new strategies to improve customer

satisfaction, Member of the SGDEA project, and responsible for the Quality Plan.

Major project: Worked as part of the multitasking team which developed and implemented the

new IT application “SGDEA”; this system wish handles all the organization’s external and internal communications. As a result of this successful project, the organization could increase their work-efficiency and productivity. Occupational Health & Safety Engineer Mar 2009 – Oct 2010 DIAN DIAN is the Colombian governmental agency who ensures the fiscal security of Colombia, and the protection of national economic public order, through the administration and control of compliance with tax, customs and exchange regulations, and the facilitation of foreign trade operations, on conditions of equity, transparency and legality. http://www.dian.gov.co/Content/ingles/presentation.htm Key Accomplishments

Updated the site Emergency Plan, and WH&S documentation, Developed the accurate training to the "Emergency Wardens" in proper hazard,

recognition, conflict resolution, fire control, evacuation and problem solving techniques to assist in case of emergency,

Developed and implemented continuous improvement plans, Monitored and tracked the safety and emergency system by using the IT applications, Investigated workplace incidents to identify root causes, and developed corrective and

preventive plans.

Emergency Council member.

BBVA Horizonte Private Superannuation Fund https://www.porvenir.com.co/Personas/Paginas/landing_redirect_horizonte.aspx/ Help-desk Officer May 2003 – Oct 2006 Key Accomplishments

Evaluated complaints to analyse whether an investigation is necessary, Assigned investigative tasks to analyse root cause and resolution of identified complaints, Collaborated with support departments to complete complaint analysis and compile

investigation results, Generated monthly complaints reports, Analysed complaint data monthly to identify new and systemic issues as necessary, Prepared responses to customers and field as necessary per process, Provided training and guidance on reporting regulations to new employees.

Customer Service Officer May 1998 – Apr 2003

Key Accomplishments

Resolved and attended service needs, questions and complaints in front-desk, by phone and written correspondence,

Lodged consumer complaints, and found a solution within prescribed time. Take actions to avoid repetition of the compliant. Similarly list out the suggestions made and give them due consideration,

Prioritized and performed processing of complaints requiring immediate attention, Provided personable, professional and courteous service within department time

standards, Prepared weekly and monthly reports based on the customer service department

performance, Retained current customers by offering several investment options, Trained new staff in all matters related with Customer Service.

KEY PERSONAL ATTRIBUTES

Strong planning and organisational skills Very good verbal and written communication skills Very good analytical and reporting skills Positive attitude and a strong belief in effective team work Ability to work independently, as well as part of team Highly developed interpersonal and cross-cultural communication skills Strong working ethic and great sense of responsibility Fast learner and persistent

COMPUTER SKILLS

High proficiency in Microsoft Office suite (Word, Excel, PowerPoint) High proficiency in BMP’s Web tools and Social media sites Internet, email and calendar applications

EMPLOYMENT AND ACADEMIC REFERENCES

Available Upon request