Experience

United States-Mexico Chamber of Commerce, Inter-American Chapter

• United States
• International Trade and Development
• 1 - 100 Employee

• Business Specialist – Dealer Network

  • Jun 2019 - Present

  - Formatting customer service strategies and channels - CRM, structuring a Call Center, dealing field complaints and actions deployment to increase customer satisfaction;- Preparation of business plan and contracts for the commercial development of the after-sales area;- Analysis of the quality indicators of suppliers, partners and consumers for the implementation of action plans with the objective of sustaining the continuous improvement in business results in several segments: durable, semi-durable goods, telecommunications, digital marketing and automotive.



General Motors

• United States
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Customer Service Manager

  • Jan 2015 - May 2019

  - Deployment of commercial and marketing actions in the Dealer Network for the growth of parts & accessories sales performance;- Develop the After Sales business by using different channels and the key involved partners;- Focus on customer retention as well as on the After Sales performance indicators;- Evaluate quality results and deploy action plans with regional offices;- Build business relationships with the key stakeholders in the Dealer Network, related procedures, regulations, public policies - regulatory agencies - and involved technical partners at quality, manufacture and product areas; - Monitor the conditions of the facilities, equipment, processes and personnel training level of the Dealer Network in order to develop the Customer Service Index - CSI;- Represent the Company in the state and municipal scope of legal and external affairs in order to manage and to perform the most appropriate stand for each required situation and potential conflicts;- Field occurrences analyses of new products in cooperation with Technical Assistance Engineering, Call Center and Product Development areas.



MAN Latin America

• Dealer Network - Area Manager

  • Nov 2012 - Dec 2014

  - Manage to take place the renovation of current contracts and prospecting of new customers to increase the parts sales profit.- Develop the quality of service execution. Prepare evaluation reports of structure indicators and service capacity in the after sales area;- Manage the After Sales service to the customer's needs overcoming their expectations, supporting and developing the dealer network;- Implement and standardize the warranty procedures and manage diagnostics for the planned execution of repairs and preventive actions aiming to grow up the satisfaction of customers and fleet clients;- Develop action plans focusing on Fleet clients as well as on results in the Transport Sector also by articulating with Government agencies.



Jaguar Land Rover Latin America

• After Sales Regional Manager

  • Jun 2012 - Sep 2012

  - Lead tasks and actions in the dealer network and importers by monitoring the level of compliance with quality standards according the manufacturer goals in order to achieve parts sales growth;- Establish action plans to increase customer retention as well as the original parts and accessories sales;- Standardize the After Sales process in Dealer Network and Importers to provide improved customer satisfaction and higher loyalty;- Manage and develop the import business due coordination by working in line with the policy rules and regulations.



Volkswagen

• Germany
• Motor Vehicle Manufacturing
• 300 - 400 Employee

• Dealer Network - After Sales Unit Leader

  • Feb 2012 - May 2012

  - Lead a team of analysts and engineers for the market introduction of lower cost spare parts keeping quality levels compatible with classic original parts and offering manufacturer warranty to the customers focusing on vehicles older than 3 years;- Lead economic and market probability researches for new product launches;- Introduce a new range of components in order to provide better services to the customers; - Focus on vehicles with expired warranty period - over three years in use;- Search competitive prices;- Achieve better trading conditions;- Alignment of involved legal issues of new spare parts for achieving its release.

• Regional After Sales Consultant

  • Mar 2008 - Jan 2012

  - Increase the market share of vehicles, original parts and accessories;- Monitor the loyalty rate of after sales customers and the workshop service capacity;- Provide technical reports and warranty service in order to improve the customer satisfaction indicators;- Develop actions to reduce the rate of repeated repairs and increase the quality of service operation;- Improve the customer satisfaction and service quality including declining rates of repeated repairs;- Develop the profitability of the Dealer Network;- Represent the Company in the state and municipal scope of legal affairs.

• Quality Product Coordinator / Quality and Manufacturing Leader - Pre-Delivery Inspection

  • Nov 2006 - Feb 2008

  - Resident in Germany - Autostadt and PDI quality coordinator;- Evaluation of export vehicles considering indicators of purchased parts, manufacture, storage and shipment;- Responsible for the information flow and deployment of action plans in the suppliers, in the production process and in the logistics operators in order to improve the vehicle quality indicators;- Field claims analyses and management of export models;- Deployment of standard repairs procedures in the dealers following the specifications and rules from the automaker's service center;- Responsible for field problems of export vehicles;- Technical support to dealers;- Customer Service management;- Information flow between factories, suppliers and import/export partners.

• Manufacture Engineer

  • Jun 2000 - Oct 2006

  - Budget forecast for the acquisition of process devices, tools and installations for the Paint shop and Assembly to support the launch of new products;- Technical approval of tooling and machinery with other involved areas in the manufacture process including maintenance, production and quality;- Coordination of FMEA with the production units and suppliers;- Teamwork with internal departments: quality, production, maintenance and logistics partners for the Start-up of new vehicles. - Budget forecast for the acquisition of process devices, tools and installations for the Paint shop and Assembly to support the launch of new products;- Technical approval of tooling and machinery with other involved areas in the manufacture process including maintenance, production and quality;- Coordination of FMEA with the production units and suppliers;- Teamwork with internal departments: quality, production, maintenance and logistics partners for the Start-up of new vehicles.



BSH Home Appliances Group

• Germany
• Manufacturing
• 700 & Above Employee

• Engineering Manufacture Trainee

  • Jun 1999 - May 2000

  - Manufacturing Planning;- Logistics, Materials, and Supply Chain Management. - Manufacturing Planning;- Logistics, Materials, and Supply Chain Management.