Raphael Kunio Soares Email & Phone Number

São Paulo, SP, BR

Jundiaí, São Paulo, Brazil

• Responsible for the development of the Brazilian Network of Massey Ferguson dealerships.Acting in the growth strategy of the Massey Ferguson network with a focus on "Farmer First".
• Coordination of business review activities with a multifunctional team from the factory and dealership to understand the current situation, operations, and define short, medium, and long-term action plans.
• Studies, analysis and definition of strategies for restructuring the dealership network (capillarity, dealer health and brand strength).
• Presentation of the network strategy for the company's BOD
• Conducting negotiations for cancellation and new dealers nomination, as well as new points of sale.
• Visits to the dealer network to evaluate the facilities and business to improve customer satisfaction.

São Paulo, Brasil

• Allocation in customer relation board director, called “Luiza Resolve”, being part of Customer Intelligence department, I coordinate the teams of VOC and NPS
• Management and development of teams, working in preventive and corrective, both on technical and behavioral aspects- VOC (Voice Of Customer)Strategic area, with 12 professionals (11 analysts and 1 apprentice).
• Generation and monitoring of strategic indicators as FCR (First Call Resolution), Social network, Formal Complaints (Procon, Cível, Reclame Aqui, Consumidor.gov), CR (Contact Rate) e NPS (Net Promoter Score), analyzing.
• Development and presentation of Customer Committee, when indicators are presented to hole company and action plans are discussed in order to eliminate or minimize friction points in the customer journey
• Participation on main committees where are monitored the KPI from Other partner areas
• Conduction and participation on Work Multifunctional groups to analyze and find the root cause to define and develop countermeasures

São Bernardo Do Campo, São Paulo, Brazil

• Working to provide the best experience to Toyota Customers (purchase, ownership and repurchase), in order to conquer and retain them for a lifetime.Identifying opportunities to develop new business or improve the.
• Mapping and development of Customer Journey
• Process: development, training, implementation, audit, KPIs monitoring, root cause analysis, action plans to recovery and improvements development.
• Identifying and promoting Best Practices with Toyota's Brazilian dealers and worldwide
• Visiting dealers in order to understand behavior, needs and expectations of customer and dealer
• Leading multifunctional projects inside the company and at the field (dealers)

São Bernardo Do Campo, São Paulo, Brasil

• Working on field to recovery low performance dealers or get good practices of high-performance dealers in order to spread or become it standard.
• Leadership the implementation of FIR Program (Fix It Right ) at dealer in order to assure that customer voices would be attended at the 1st time
• Develop and pilot DIR Program (Delivery It Right) at some dealers (sales department) in order to recovery Toyota position on satisfaction ranking
• Gives the One Toyota training for dealer net (managers and Kaizen leaders).
• Re-structure the Express Maintenance program (implementation), reviewing Implementation and Evaluation Guide, based on a speed up implementation, considering dealer self-implementation and remote follow-up,
• Re-design the way to spread out the “Best In Town” concepts to achieve more engagement from dealers, based on digital tools and recognize the good jobs.

São Bernardo Do Campo, São Paulo

• Development of sales process and "Best In Town" concepts in Toyota dealers
• Field activities to follow, check and development of attendance standards
• Identifying and promoting Best Practices with Toyota's Brazilian dealers and worldwide
• Responsible for developing and monitoring the daily Kaizen activities of dealer net, that consists in small actions to improve customer satisfaction.
• Apply the One Toyota training for dealer net (managers and Kaizen leaders)
• Co-development of Lexus sales process (Toyota’s premium Brand)

São Bernardo Do Campo

• Promote the Best Aftersales Experience for Toyota’s customers, developing activities inside the company and on field, contributing to dealer service operation profitability and productivity.
• Co-development of One Toyota (the new customer journey for Toyota in Brazil), the new process based on a seamless operation between sales and service to deliver a new and better experience for Toyota customers.
• Development of Web Agenda program, that allowed customers to book their vehicle’s periodic maintenance by Toyota’s website. Defining scope to get BOD approval, requirements detailing and multifunctional coordination of.
• Implementation and improvement of Aftersales programs as MRS (“Maintenance Reminder System”), EM (“Express Maintenance”), TSM (“Toyota Service Management”), among others.

São Bernardo Do Campo

• Performance optimization of Workshop and booking departments
• Development of the electronic control board of workshop services and electronic version of MRS (Maintenance Reminder System), from the conception and definition of requirements, through homologation and Go Live, as far.
• Structuring and application of the first behavioral training for the dealer’s booking team, reaching all regions of Brazil, training more than 350 people.

São Bernardo Do Campo, São Paulo, Brasil

Development and rollout of MRS (Maintenance Reminder System), including the adaptation and improvement of Japanese version. Definition of Strategy for implementation rollout.Implementation of Express Maintenance Program on selected dealers, mapping the operation, understanding details in order to propose improvements to reach the advanced standards of the.

São Paulo E Região, Brasil

• Working to improve the manufacturing process, focused on performance and quality improvement, manpower wastes reduction, employee safety assurance, and cost reduction.
• Manufacturing improvement (Kaizens) - analysis, definition of root causes and action plans, following the implementation.
• New products introduction (process), multifunctional meetings, including with Buyer engineers of the client.
• Development of quality tools as APQP, FMEA, 8D, Poka-Yokes and Statistical Process Control (SPC).
• Draw reproduction and project of automation using Auto CAD and Solid Works.
• Implementation and management of Kanban e OEE (Overall Equipment Effectiveness).

São Paulo E Região, Brasil

Preparation and operation of grinding machines (centerless and cylindrical CNC).

Mba Degree, Business Management

Bachelor Of Engineering (B.Eng.), Mechanical Production

Concluído

Associate'S Degree, Industrial Production Management

Mba In Leadership, Innovation, And Management 4.0, Administration, Business, And Marketing