Toyota do Brasil LtdaRegional Senior Aftersales Consultant
Jan. 2008 - Aug. 2021Minas Gerais/ Espírito Santo and other regions of Brazil• Development and implementation of automaker certification programs to increase continuous customer service, standardizing the organization and necessary adaptation of stores to guarantee the implementation of policies, processes, and sustainability of procedures;
• Coordination of diversified projects (Body and Paint, Express Paint, Parts and Services, Telesales, Customer Service), bringing excellent results in increasing business contribution margins and profitability (value-chain), customer satisfaction (ISC, NPS, and Fix it Right), management of critical cases and problem-solving, promoting more excellent customer retention and loyalty;
• Proven track record of leadership development of After-Sales business with excellent results in improving performance and productivity through the development of skills, team capabilities, and interpersonal relationships;
• Stock management and control focusing on sell in-sell out, always aligned with the strategy (days of stock x continuous and discontinued items), closing commercial agreements with partner suppliers to carry out promotional campaigns, maintaining stock frequency and turnover below 30 days.
• After-sales management for 15/30 regional distributors in MG/ES and other country regions. Main Results Achieved:
• Average monthly growth of 8% in the volume of CPUS (Customer-paid Tickets) and an average turnover of US$ 6.2 million in services, parts, and accessories;
• Improved knowledge of the retail market by focusing on customer service, resulting in value chain = 110% and customer retention 85% for 10K to 40K tickets;
• I adjusted the sales flow of parts and accessories by segments and products from the commercial channels (wholesale, retail, e-commerce, Key Accounts) based on demand and frequency;
• Through planning, KPI management, and training, I expanded my leadership by building cross-functional, high-performance teams.