Jose David Rodriguez Gomez
National Manager. Afterales Dealer Network Development, processes, and customer experience. at DINISSAN- Claim this Profile
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Inglés Full professional proficiency
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Español Native or bilingual proficiency
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Bio
Credentials
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Curso de Inteligencia Emocional para Líderes
PlatziApr, 2023- Nov, 2024 -
Body Language Secrets for Powerful Presentations
LinkedInDec, 2022- Nov, 2024 -
Coaching Skills for Leaders and Managers
LinkedInDec, 2022- Nov, 2024 -
Critical Thinking for Better Judgment and Decision-Making
LinkedInDec, 2022- Nov, 2024 -
Gemba Kaizen: A Commonsense Approach to Continuous Improvement (Blinkist Summary)
LinkedInDec, 2022- Nov, 2024 -
How to Set Goals When Everything Feels Like a Priority
LinkedInDec, 2022- Nov, 2024 -
Leadership Presence in Action
LinkedInDec, 2022- Nov, 2024 -
EF SET English Certificate 76/100 (C2 Proficient)
EF Standard English Test (EF SET)Nov, 2022- Nov, 2024 -
How to Manage Your Manager
LinkedInNov, 2022- Nov, 2024 -
Design Thinking: Facilitación de procesos de trabajo
LinkedInMay, 2022- Nov, 2024 -
Mejora tu presencia en las conversaciones: Los diez niveles de escucha
LinkedInMay, 2022- Nov, 2024 -
Pensamiento estratégico
LinkedInMay, 2022- Nov, 2024 -
Nissan Service Manager Education Program - N-SMEP
Tecnológico de MonterreyAug, 2018- Nov, 2024 -
Nissan Kaizen Education Program 1 N-KEP 1
Tecnológico de MonterreyJun, 2015- Nov, 2024 -
• Formación de Auditores Internos en Sistemas de Gestión de la Calidad. 40 Horas, Noviembre de 2012. ICONTEC.
Icontec International
Experience
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DINISSAN
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Colombia
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Motor Vehicle Manufacturing
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400 - 500 Employee
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National Manager. Afterales Dealer Network Development, processes, and customer experience.
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Jan 2022 - Present
ROLE - Leading customer experience and employee experience strategies aimed at developing highly effective and productive dealerships through the application of LEAN methodology to service delivery. - Actively participating in the development of post-sales management strategic plans, reporting to the board of directors, general management, the shareholders' meeting, and the headquarters in Mexico. - Leading process transformation and flexibility in search of the best customer experience in post-sales through programs such as home pick-up, virtual store for spare parts sales, and express service (vehicle maintenance in short times). ACHIEVEMENTS - Ensured one of the most important indicators (CSI) for Dinissan to win the Nissan Global Award for management in the fiscal year 2021, meaning that we are the operation with the highest performance in the world focused on offering the best customer experience. - Achieved the highest post-sales satisfaction level in the company's history in the first quarter of fiscal year 2021 with 90.1%. - Planned and executed the "Que bien se siente" program for employee experience, seeking reconnection and passion for working with the brand through experiences and strategies with a Coaching methodology, training more than 800 teammates with a national coverage of 71%, 37 teams, 60 sessions, and over 120 hours of activity. Show less
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Leader. Afterales Dealer Network Development, processes, and customer experience.
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May 2020 - Dec 2021
ROLE- Assume responsibility and leadership of the SERNISSAN program (Standards and processes) in Colombia, based on the guidelines of the brand in Japan, which seeks to serve with excellence and results through all customer service cycles in multiple post-sales areas.- Manage and lead the team of master Kaizen (process analysts) at a national level.- Plan and evaluate the installed capacity, market potential, and seek strategies for the expansion of the brand's post-sales services.ACHIEVEMENTS- Changed the methodology for measuring the customer satisfaction index of NET PROMOTE SCORE (NPS) workshops to VOC (Voice of Customer) + Close the Loop (Recovery), improving the national indicator from 81.1% to 84.1% in the first quarter.- Created satisfaction indexes for other post-sales business lines such as fleets, pre delivery, spare parts, and collision, achieving compliance of 85% from the first months of their implementation.- Co-created three post-sales network expansion projects from design to operation: Cali Sameco (comprehensive workshop with all business lines), Barranquilla Circunvalar (pre-delivery and collision), and Patio calle 80 (preparation and distribution center for new vehicles). Show less
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Supervisor. Afterales Dealer Network Development, processes, and customer experience.
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Nov 2015 - May 2020
ROLE- Create and position the network development area to become responsible for processes in the after-sales service. - Design work methods based on analysis of installed capacity, productivity, efficiency, and continuous improvement of indicators. - Ensure the functioning of programs established by the brand at the Latin America level such as quality controls in vehicle repair, improvement of spare parts and accessories management, along with the assignment of work processes in workshops.ACHIEVEMENTS - Expanded the work team for cross-cutting projects in the after-sales area. - Changed the methodology for measuring customer satisfaction index in workshops from the TOP2BOX to the NET PROMOTE SCORE (NPS), maintaining the national indicator at the same level of 82.6% without negatively affecting the results. - Increased the perception of the quality of work performed in workshops by customers, from 85% to 89.9% in the first semester. Show less
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Processes Analyst. Master Kaizen.
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Dec 2012 - Nov 2015
ROLE- Provide operational and strategic support to dealer management to facilitate decision-making and actions aimed at optimizing resources and achieving complete customer satisfaction.- Maintain and monitor compliance with factory standards in Sales, Service, and Parts in dealerships assigned nationwide.- Support the identification, documentation, implementation, and analysis of organizational processes.ACHIEVEMENTS- Conducted training and education activities on factory standards, new methodologies, and customer service processes to ensure that improvement efforts were carried out effectively.- Planned and executed risk-based internal audits throughout the national network.- Prepared executive reports on operational and management analysis for decision-making at different levels of dealerships. Show less
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Toyonorte Chía Ltda.
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Bogotá, Colombia
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Kaizen Leader
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Jun 2012 - Nov 2012
ROLE: - Manage the Kaizen methodology as an organizational culture along with establishing the team, maintaining it, and monitoring compliance with the Pre-directed Kaizen modules for both service and spare parts. - Supervise the mechanisms used for proper preservation and maintenance of the physical plant, equipment, and assets, along with personnel management to ensure that departments carry out their activities in line with the company's strategic objectives. - Provide a work environment that leads to excellence in the activities carried out by the management. ACHIEVEMENTS: - Applied the 5S culture in the daily tasks of dealership personnel. - Coordinated and executed industrial safety, preventive medicine, and industrial hygiene programs, as well as the joint occupational health committee. - Established information management for all company departments. Show less
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HSEQ Supervisor
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May 2011 - Jun 2012
ROLE - Lead the quality management system under the parameters of ISO 9000:2008. - Identify factors susceptible to be monitored with management indicators at a corporate, functional area and process level. - Coordinate and develope activities aimed at ensuring optimal conditions for environmental management plans, emergency plans, epidemiological programs, industrial safety, and occupational health of the organization. ACHIEVEMENTS - Recertified the organization in OSHAS 18000. - Conducted the internal audit program in quality systems. - Strengthened the culture and work environment among members of the organization at different hierarchical levels. Show less
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Education
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2021 - 2022
Universitat de Barcelona
Máster en innovación y emprendimiento, Innovación -
2021 - 2022
OBS Business School
Máster en Innovación y Emprendimiento, Innovación -
2015 - 2016
Universidad EAN
Especialización en Gerencia del Servicio, Gerencia del Servicio -
2012 - 2013
Universidad EAN
Especialización en Gerencia de Procesos y Calidad, Gerencia de Procesos y Calidad -
2008 - 2011
Universidad Nacional de Colombia
Ingenieria Industrial
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