Perla Madrigal
Santa Ana,CA
Summary
Dynamic Customer Experience Engineer with a proven track record at Schneider Electric, leveraging Six Sigma and Lean methodologies to elevate customer satisfaction from -70% to -4%. Skilled in data analysis and training development, I drive continuous improvement and foster quality awareness across teams, ensuring exceptional service and reliability.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Experience Engineer
Schneider Electric
Chino, USA
06.2024 - Current
- Managed and analyzed quality performance metrics, ensuring continuous improvement through Six Sigma and Lean methodologies.
- Participated in Kaikaku initiatives to optimize warehouse quality processes.
- Helped implement key quality fundamentals such as Okay First Part, Poka Yoke, Jidokas, Katas, etc. To improve process reliability.
- Developed Katas for both COR and Secure Power business lines, enhancing problem-solving and continuous learning.
- Conducted root cause analysis and corrective actions on customer complaints to improve shipment quality.
- Improved customer experience within 6 months, driving net satisfaction results from -70% to -4%, while maintaining positive relationships with customers and driving positive results.
- Investigated missing material discrepancies with the carrier, allowing collaboration with cross-functional teams to enhance the customer experience.
- Provided training to enhance quality awareness across teams, and drive continuous improvement.
- Created single point lessons to use internally, as well as with customers.
Applications Engineer
Parker Hannifin
Rohnert Park, USA
11.2022 - 06.2024
- Company Overview: The Electronic Motion Controls Division
- Provided post-sale and pre-sale product support, addressing EMC challenges and recommending solutions
- Collaborated with customers and internal teams to develop custom EMC solutions tailored to applications
- Assisted customers with EMC compliance testing and troubleshooting
- Successfully transitioned customers from outdated systems to modern products, upgrading four machines
- Engaged in corporate groups such as DE&I and Kaizen participation
- The Electronic Motion Controls Division
R&D Tech Specialist (Expert Level)
Keysight Technologies
Santa Rosa, USA
09.2021 - 11.2022
- Contributed to the research and development of new technologies and products
- Provided technical insights and guidance to the R&D team
- Troubleshot technical issues, identified root causes, and implemented corrective actions
- Maintained detailed documentation of research and test procedures
Engineer Technician
Quarterwave Corporation
Rohnert Park, USA
09.2020 - 09.2021
- Conducted tests and calibrations on RF and microwave communication systems
- Assisted in maintaining test equipment for accurate measurements
- Contributed to the prototyping and assembly of RF and microwave components
- Utilized technical expertise to troubleshoot and diagnose issues
Education
B.S. - Electrical Engineering
Sonoma State University
Rohnert Park, CA05.2022
Skills
- Customer experience
- Six Sigma (8D Certified)
- Lean Manufacturing (Kaizen, Kaikaku, 5S)
- Quality Improvement & Customer Satisfaction
- Data analysis
- Continuous improvement
- Training development
- Root cause analysis
Certification
- 8D Problem-Solving Certification
- Six Sigma Training
- ISO 9001 Internal Auditor Training
Languages
Spanish
Native/ Bilingual
Timeline
Customer Experience Engineer
Schneider Electric
06.2024 - Current
Applications Engineer
Parker Hannifin
11.2022 - 06.2024
R&D Tech Specialist (Expert Level)
Keysight Technologies
09.2021 - 11.2022
Engineer Technician
Quarterwave Corporation
09.2020 - 09.2021
B.S. - Electrical Engineering
Sonoma State University
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