Luis Espina Email & Phone Number

Panama

Panamá

• Main Activity: Developed and executed the overall after-sales strategy, aligning it with the company's business goals and objectives.• Develop annual business plan to set both operational and financial objectives.• Lead, develop and motivate the After Sales team and supervised all aspects of the operations, including service, parts, warranty, and customer support.• Implemented initiatives to improve customer satisfaction, resulting in a 73% in customer loyalty based on the active car park.• Implemented process improvements to enhance operational efficiency and service quality• Monitored key performance indicators (KPIs) to track departmental performance, analyzing data and implementing action plans to address performance gaps.• Development, monitoring and control the after sales deparment profit and loss.• Implemented inventory management strategies, optimizing stock levels, and reducing inventory carrying costs• Prepared and presented comprehensive reports to senior management, highlighting after-sales performance, customer satisfaction metrics, and revenue generation opportunities.• Collaborated with cross-functional teams, including sales, marketing, and logistics, to align after-sales strategies with overall business objectives.

Latin American And The Caribbean

Project: Porsche Business Excellence Jun 2017 - PresentBrand: PorscheAreas: Sales, After Sales, Marketing, RR.HH, ManagementLocation: Latin American and the Caribbean RegionActivities description:• Identify dealer opportunities of potential optimization • Define the best implementation strategy for each dealer based upon its actual needs • Define and initiate appropriate actions for process improvement • Develop and implement performance measurement tools aimed at monitoring project objectives and correct possible deviations to assure that dealers reach a high level of consistent professionalization of their retail organizationProject: LACRO Auto VHC Implementation Jan 18 - PresentBrands: Jaguar – Land RoverArea: After SalesLocation: Latin American and the Caribbean RegionActivities description:• Explain the autoVHC system and key integration points within the service process• Ensure all management understand the benefits of the system• Ensure system is set up and operational prior to dealer training• Training tailored to after sales users• Process monitoring and additional training given where required

Panama

Main Activity: Responsible for the strategic development of Aftersales business, with the aim of increasing customer satisfaction, achieving parts and accessory financial targets, increasing aftersales KPIs, developing and identifying training requirements for Retailer personnel, and promoting and protecting the Audi Brand •Forecasting, definition and implementation of dealer yearly/monthly aftersales targets and business follow-up •Analysis and identification of opportunities to improve Retail Partners’ performance •Coordination actions and provide technical support for handling serious customer concerns •Perform ISO Certification preparation / audits •Coordinate and follow up the fulfillment of Customer Satisfaction Surveys objectives and processes

Valencia, Venezuela

• Main Activity: To plan, develop and manage strategies in order to reach sales’ objectives, develop brand image and increase market share with the aim of guarantee the developing and sustenance of the brands in the venezuelan automotive market.• To design and develop business plans and marketing activities for sales and after sales departments in order to set prices and sales plans to ensure the business continuity.• To coordinate and guide the importation process of the vehicles with tha aim of accomplish with the scheduled plan.• To develop the dealer network under brands’ standards.

• Main Activity: Plan, coordinate and control the Volkswagen, Audi, Skoda, SEAT Service development nationwide by the implementation and supervision of new strategies and procedures that will guarantee the dealers net care and satisfaction focusing this tactic upon the customer needs fulfilling the Volkswagen Group After Sales Management lineups. • Benchmark the brand continuously with the competition in order to monitor the service market nation wide. • Manage different areas within the After Sales department such as Warranty, Product Support, Customer Care, After Sales Marketing, Field Force, ISO Quality and Training. • Implement the Volkswagen Group service standards on the importer and the dealer’s net nation wide.

Valencia, Venezuela

Guarantee technician support to the dealers net and study the product´s behavior under the brand´s guidelines in the Service department at VAS Venezuela, S.A. • Guarantee the Customer Satisfaction, monitoring constantly the product´s quality and providing technical advices to the dealers net. • Responsible on the results of the training area, supervising all the functions and the right processes of the department. • Design, program and control the dealer´s net training strategy finding the right way of coaching, relaying on the Volkswagen guidelines and setting as an objective the knowledge improvement upon the dealers net technical staff and Service Managers.

Valencia, Venezuela

• Main Activity: Contribute to develop the Audi Brand Service area in Latin American Region This Role will follow up the implementation of Audi service quality processes and operational instruments at the distribuitor level in order to its delears reach brand standards. • Follow up the action plans of the importer in the region for service business development, ensuring the improvement of service quality to final customers and increase service activity in order to improve brand image and profitability. • Perform ISO Certification preparation / audits• Coordinate and follow up the fulfillment of Customer Satisfaction Surveys objectives and processes