Andrea Castelblanco

• Developed Marketing After-Sales Area. • Achieved sales goal in a period where informal competition and diminishing customer loyalty threatened a sales decrease in service and parts for Mazda dealers. This was achieved through developing and implementating new strategies and tracing the effects and results. • Developed accessories for the Mazda line, exceeding sales targets on the first year. After that, this growth has been sustained. • Created campaign and promotions of parts about high and low rotati

• Developed, implemented and certified dealers of Toyota Customer Service marketing. Created strategic marketing plans for the after sales department, raising customer satisfaction and improving customer loyalty. Ensured service quality, competitiveness and key pricing. • Developed local marketing campaigns. • Strengthening Kaizen culture around Toyota dealers, and implementing head office training programs: Kaizen, Just in Time, Dojo, 5S’s, TSM, TSPM.

• Developed, indicators to measure the compliance and quality of after-sales standards in line with headquarters. • Ensured the correct development of after-sales standards. • Monitored “Satisfaction Daimler Program”, focusing on improving customer service (indoor and outdoor) • Trained Mercedes-Benz dealers in developing and improving after-sales department with a view to customer loyalty • Definition and analysis of process control parameters, performance indicators on sales and after-sales department

• The creation, launch and tracing of the Daimler Satisfaction Program, focusing on improving customer service (indoor and outdoor) • Marketed studies about service systems looking for give added customers value. • Provide training Mercedes-Benz dealers about customer management and sustaining improvement. • Accompaniment and monitoring of continuous improvement strategies. • Definition and analysis control process parameters in performance sales and after-sales areas.

• Implement Toyota Customer Service Marketing programme, developed marketing strategies to ensure customer satisfaction and loyalty which ensure marketing competitiveness. • Creating continuous improvement strategies, monitoring; recording information and standardisation of automotive processes, parts sales and vehicles sales. • Defining control parameters and performance indicators, related with productivity and customer service about after-sales area. • Diagnosis and planned implementation of a quality

Degree project: Design and implement a proportional pneumatic machine.