Miguel Pérez-Frayle

Daimler AG

- Audi After Sales Manager at Rivas-Vaciamadrid. - Assistant of the After Sales Manager of Jarmauto Group (VW-Audi). - 35 people in charge (Dealership) and 71 more as Assistant of After Sales Director of Group Success: Improvement of external communication (Customer Care) and internal (other departments and centres) Raised 80 positions in CCS

- Coaching, in situ, of Marketing at Dealers Network. - Design, launch, test and monitor Marketing Campaigns and Processes. - Creation of “Best Practices” and Action Plans per Dealer. - 9 Dealers analyzed and more than 100 people trained from Area Managers to Assistants. Success: Sales increase of parts by External Sales Channel (per Dealer).

- “Best Program made for Hyundai”, according to Dealers. - “Best Valued Program”, Top Rated by MSXI in 2007. - “Recognition by Cano Group”, February 2011. - Creation and Improvement of Procedures (“6 Steps of Customer Service”). - After Sales “Mystery Shopper”, presentation and subsequent training. - After Sales Area Managers training in Procedures and Corporate Identity. - Action Plans development to improve Dealer analyzed. - Success: Creation of After Sales Standards for Hyundai Spain

- Field consulting dealer network. - Implementation of Production Systems and Procedures under Kaizen discipline. - Implementation of Procedures under Brand Standards. - Increasing of parts sales by RO and cross selling. - 22 Dealers analyzed.

- After Sales and Billing Control Manager (Body & Service). - Responsible for Warranties. - Customer Care and Claims.

- Recovery of costs relating to warranty repairs from 8 workshops in charge. - Customer Care in all relating to Warranties and deferences. - Direct contact between importer in Italy, Dealer and workshops. - Technical assistance to different Foremen.