Experience

VDL Bus & Coach España S.L.

• Spain
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• • Nov 2022 - Present

• • Jun 2022 - Nov 2022



Honde del Perú

• Automotive
• 100 - 200 Employee

• Chief of service, technical support, parts & export business in Peru

  • Apr 2018 - Dec 2021

  Reporting to the commercial director, I was in charge of leading a team of 24 people from the areas of service, technical support, training, planning and sales of spare parts and export. Designing and executing the division’s strategies to ensure the achievement of the assigned goals and provide excellent support to end customers through more than 100 points of sales from different channels (distributors, dealers, spare parts stores, and independent workshops) and to the 12 exporting countries in Latin America, including Argentina and Chile. Main achievements: • Reshaping of the motorcycle aftersales area that allowed achieving the objectives assigned by the brand locally and regionally. • Change of the mindset of dealers to increase their engagement. In this way, it was possible a high increase of sales in this channel in 2021. • High increase in sales and operative margin in 2021. • Implementation of the customer retention plan that allowed an important increase in service volume in 2021. • Increased export customer satisfaction and consequent high increase in sales in 2021. Show less



Derco Perú

• Peru
• Retail Motor Vehicles
• 200 - 300 Employee

• Technical Support Manager - Dercomaq

  • Jul 2016 - Dec 2017

  Leading a team of 3 people in charge of managing warranty claims, send quality support to factory, develop technical training for own and customer staff and give technical support to dealers and customers for all the brands of the division: STILL, Komatsu Forklifts, Heli, JCB, Foton, JAC, Landini y Fiori. Main Achievements: • Implementation of technician’s career path that allowed to increase employee’s satisfaction and reduce its rotation. • Analysis, reorganization y improvement of warranty claim process, which increased the satisfaction of the customers. Show less



Volvo Perú

• Peru
• Individual and Family Services
• 1 - 100 Employee

• Field Service Manager

  • Jun 2012 - Jan 2016

  Advising and training assigned Volvo Trucks and Volvo Penta dealers staff regarding products, their use and customer expectations to resolve any technical issues. Ensuring that all customer inquiries and complaints are properly logged, addressed, and escalated following brand designated processes to ensure customer experience. Main achievements: • Best results in technical training that allowed me to quickly adapt to the product and to improve my diagnostics abilities. • Increase in 15% of quality reports to factory which helps in improving product quality. Show less



Honda del Perú

• Automotive
• 100 - 200 Employee

• • Feb 2010 - May 2012

  Evaluation and follow up of technical processes and customer support of the dealers. ensuring economic growth thereof.Achievements: • To be recognized as a reference and standardization specialist under the Honda concept, having overseen the successful execution of processes and implementation of the standard in motorcycle dealerships.• Analysis, research and planning for the implementation of "Honda Express Service" for cars which allowed improve customer satisfaction by reducing waiting times.• Research study for renewing the training center, key to improving the technical level of the network.• Optimal commercial relations with dealers and Honda technical services nationwide (about 25 in total), which had a positive impact on business efficiency. Show less

• • Jun 2009 - Jan 2010

  Managing motorcycle parts sales in the main dealers, parts stores, and workshops of the east and south zone of the country which were over 50% of the total sales and achieving every month goals.

• • May 2007 - May 2009

  Handling different warranty processes providing technical support to all business lines, both internally and externally.



Nissan Maquinarias

• Motor Vehicle Manufacturing
• 100 - 200 Employee

• Automotive service advisor

  • Dec 2006 - May 2007

  Reception and delivery of vehicles entering the workshop for service. Organizing delivery times and planning work for maximum customer satisfaction. Achievements: • Being able to manage in the very short term the work load of a senior advisor, as is the reception and effective delivery of up to 35 vehicles per day and planning a team of up to 6 technicians. Reception and delivery of vehicles entering the workshop for service. Organizing delivery times and planning work for maximum customer satisfaction. Achievements: • Being able to manage in the very short term the work load of a senior advisor, as is the reception and effective delivery of up to 35 vehicles per day and planning a team of up to 6 technicians.