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Work Background
DOOR International BrasilConsultor Digital - Leadworks
Nov. 2023São Caetano do Sul, São Paulo, Brasil• Prestação de serviços de consultoria como Consultor Digital, atuando como ponto foca e central entre a Montadora, rede de concessionárias e a Leadworks na gestão de leads e clientes digitais;
• Administração de todos os assuntos ligados a vendas, supervisão gerencial de processos e consultoria de negócios junto a rede de concessionários para implementar melhorias, avaliar e gerir metas para otimizar a conversão da experiência do consumidor;
• Analisar relatórios de CRM e padrões de atendimento, coordenando e promovendo reuniões estratégicas com a equipe da Montadora, Consultores de Vendas;
• Realizar mentorias com na rede de concessionárias, alcançar a CR% (taxa de conversão) em vendas no canal digital, meta de 5% de veículos emplacados. Principais Resultados Obtidos:
• As regiões Centro-Oeste e Norte aumentaram os seus resultados globais em sete meses, passando de uma taxa de 2,6% para 4,2%.
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.
OPPORTUNITY ASSESSORIA, CONSULTORIA E INTERMEDIAÇÃO DE NEGÓCIOS LTDAContinuous Improvement Process Consultant
Apr. 2005 - Dec. 2007Minas GeraisIn-house Business Consulting Company
Continuous Improvement Process Consultant
Report partner consultancies Luis Borges Consultoria and Atual Empresarial Ltda.
• Operating within organizations focusing on problem-solving, value creation, and maximizing and improving processes to maintain the sustainability of procedures and standards. Mapping daily activities to facilitate the identification of weaknesses and strengths within management systems and processes to mitigate business performance issues and drive change and improvement.
• Conducting Comprehensive internal audits on ISO9000 management systems. Main Results Achieved:
• Ensure internal audits in management systems as a multiplier of quality programs; Adopt improvement processes, arising from the mapping of activities to ensure efficiency and quality.
REAUTO REPRESENTAÇÃO DE AUTOMÓVEIS LTDAService Manager
Oct. 2003 - Aug. 2004Contagem - MGRetailer of motor vehicles, parts, accessories and maintenance, repair, body and painting, and painting services. Service Manager
Reporting to the General Manager with the management of 50 direct employees
• Manage the After-sales department of the dealership to service customers, ensure the growth of paid maintenance tickets, repair, warranty services, sale of parts and accessories, and body painting of parts with a focus on Developing the PV business.
• Systemic vision to work on the implementation, maintenance of policies, procedures, and sustainability of corporate standards required by the automaker, promoter analysis of indicators, and create action plans to achieve objectives;
• Inventory control and focus on sell-out, always aligned with the launch strategy, continuous and discontinued items. Main Results Achieved: • Ensure increased customer retention and loyalty, Inventory management, and achieve performance indicator results;
• Ensure awards in sales of parts and services (Golden Crankshaft/ Diamond Pin – VW Evaluation).
VOLKSWAGEN DO BRASIL LTDATechnical Assistance Sub-Manager
Apr. 1999 - Jun. 2002Juiz de Fora - MGAutomotive manufacturer, the world leader in the market
Technical Assistance Sub-Manager – Juiz de Fora – MG 01/2001 a 07/2002 Reporting to the General Manager of the central regional office.
• Management focused on the development of the PV business in 24/90 dealerships of the Volkswagen network in Minas Gerais promoting the organization and adequacy of the dealership areas to guarantee the provision of services without interruption, through policies and procedures for customer service, team training, analysis of indicators and results, problem-solving, on-site visits, ensuring infrastructure standards, and corporate standardization. Business Administration Representative 04/1999 a 12/2000 • Leadership in the interlocution, interaction, and correspondence between the parties of the Volkswagen business and the dealership network; Definition of the initial opening of the objectives( sales of vehicles, paid tickets, and parts) of the region; Implementation of infrastructure, monitoring of works, sustainability of processes and maintenance of the automaker’s corporate standards and identification, analysis of DEF, management of indicators, and, planning and organization of the entire process of opening and/or cancellation of operations; Acting as co-worker of the Regional Manager.
Main Results Achieved:
• I had a Volkswagen dealership located in Poços de Caldas in 199 awarded the Diamond Pin (best-performing dealer – Brazil) • I restructured the dealership network in Minas Gerais, going from 104 distributors to 66 businesses groups with 90 PDV outlets in 1 year (gains in commercial agility, service with a more structured dealership network, and focused on the Volkswagen business)
• Through PMC (Kaizen), I leveraged customer service processes, organization area Sales/After-sales/Parts.
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