Manager, Network Development & E - Performance

• May 2020 - Present

Network Development Manager

• Dec 2015 - May 2020

Managing Consultant

• Aug 2014 - Dec 2015

After Sales processes coaching and training, detailed follow up of the management according to the factory's standards; action plan definition to continuously improve of the processes, always oriented to maximize customer's satisfaction: follow up and joined implementation with the organization. ISO VW/Audi certified auditor and trainer After Sales processes coaching and training, detailed follow up of the management according to the factory's standards; action plan definition to continuously improve of the processes, always oriented to maximize customer's satisfaction: follow up and joined implementation with the organization. ISO VW/Audi certified auditor and trainer

Service Manager

• Jul 2011 - Jul 2014

To establish and monitoring targets for the workshops nationwide; in terms of labour invoicing, throughputs, Customer Satisfaction index, customer retention, productivity, repeat repair, etc. After Sales marketing coordination through social media, service clinics, seasonal packages. Technical support fro the dealers, as well as technical training according with the factory's requirements.

Porsche After Sales Manager

• Jan 2011 - Jul 2014

Porsche brand responsible in Venezuela, in both Sales and After Sales areas. Configuration and price for new units (in case that were possible to sell), After Sales KPI's, in Service and Parts, as well as pushing both areas to grow: PR events, constant contact with the Porsche Club.

Training and Technical Support Manager

• Mar 2007 - Jun 2011

Designing, monitoring and execution of the training plan for the sales and after sales personnel of the national dealer network for Volkswagen, Audi and Skoda, trough a team of factory certified trainers, being the first South American market in having certified trained sales consultants. Technical support for dealers in special cases resolution, either remote assistance or in person.

Training Coordinator

• Mar 2006 - Feb 2007

Managing and coordinating the technical trainers staff for designing and implementing the carreer path for technicians and workshop foremen of the national dealer network. Design of the internar career path for each technical trainer according to factory's demands for certified technical trainers.

Technical Trainer

• Sep 2004 - Feb 2006

Design, implementation and performing the factory's technical training plan for the dealer network. Attending to the factory's technical trainings about new technologies and vehicles, in order to reply them after in the local market.

Technical Support Engineer

• Mar 2004 - Sep 2004

Dealer network technical support in special repair cases, field assistance. Link with the factory technical department in the solution of special cases, failure statistics (amount, cause, frequency, etc.), repeat repair reports, staff training needs detection in the field.

Service Process Coach (Extern)

• Jan 2011 - Jun 2014

After Sales process and standards auditor and coach for Audi Dealers Latin-American and Caribbean region, technical support for the region, IT Auditor for the region, ISO VW/Audi Auditor and Auditor Trainer. Visit of the Audi importers through the Latinamerica region, checking annual business plan evolution (in terms of KPI's, brand standards, new projects, etc.), implementing new after sales strategies for the continuous growth of the activity, importers/dealers assistance and… Show more After Sales process and standards auditor and coach for Audi Dealers Latin-American and Caribbean region, technical support for the region, IT Auditor for the region, ISO VW/Audi Auditor and Auditor Trainer. Visit of the Audi importers through the Latinamerica region, checking annual business plan evolution (in terms of KPI's, brand standards, new projects, etc.), implementing new after sales strategies for the continuous growth of the activity, importers/dealers assistance and monitoring in IT systems implementation; dealers tools and equipment availability, etc. Show less After Sales process and standards auditor and coach for Audi Dealers Latin-American and Caribbean region, technical support for the region, IT Auditor for the region, ISO VW/Audi Auditor and Auditor Trainer. Visit of the Audi importers through the Latinamerica region, checking annual business plan evolution (in terms of KPI's, brand standards, new projects, etc.), implementing new after sales strategies for the continuous growth of the activity, importers/dealers assistance and… Show more After Sales process and standards auditor and coach for Audi Dealers Latin-American and Caribbean region, technical support for the region, IT Auditor for the region, ISO VW/Audi Auditor and Auditor Trainer. Visit of the Audi importers through the Latinamerica region, checking annual business plan evolution (in terms of KPI's, brand standards, new projects, etc.), implementing new after sales strategies for the continuous growth of the activity, importers/dealers assistance and monitoring in IT systems implementation; dealers tools and equipment availability, etc. Show less