Customer Service Manager

Arnold Marañon Gonzales

**** *. ******* ****** *****: 773-***-****

Chicago, IL 60625 Cell: 773-***-****

*********@*****.***

Summary

I am an ambitious individual interested in the area of product training, customer service and marketing. I am

achievement-driven and have a strong drive to get things done, leaving no stones left unturned in my pursuit for

excellence.

Highlights

* Microsoft Office and Windows software proficiency * Client Relations Specialist

* MAC OS X and Apple iOS software proficiency * Team Management

* Internet Savvy * Focused on Customer Satisfaction

* Skilled Multi-Tasker * Complaints Management

* Training and Development * Property Management/Administration

* Market Research * Vehicle Fleet Management

Accomplishments

Played an instrumental role on the number 1 ranking of NISSAN at the J.D. Power and Associates in the

Philippines for Sales Satisfaction on 2011.

Experience

NISSAN- Universal Motors Corporation December 2007 to August

2012

Marketing Staff/ Product Trainer

Dealer Audits

• Conduct Dealer Process Review to Nissan Dealerships nationwide

• Visit dealerships to conduct dealer audits and evaluate dealer facilities in accordance with Nissan

Standards

• Coordinate with dealerships regarding upcoming company functions and events

• Assists in preparation of exam questionnaires for Nissan Sales Professionals and facilitate Audit

Exam activities

• Conduct local SSI/CSI Surveys in accordance with J.D. Power and Associates standards

Customer Service Representative

• Identify, review and analyze complaints received thru walk-ins, calls, letters, local surveys and

complaints endorsed by Nissan Dealerships.

• Handles and responds to customer complaints efficiently and effectively

• Coordinate and endorse customer complaints/needs to concerned departments, dealers and

individuals for immediate response and action

• Monitor/follow-up status of complaints and document them for future reference

• Coordinate dealer concerns relative to CS (e.g. delayed parts request, technical reports, product

concerns, inquiries, suggestions and compliments)

• Assists in the execution of Customer Recovery through goodwill warranty, fruit baskets, service

unit lending, etc.

Vehicle Fleet Management

• Ensure good condition of company service units through periodic maintenance and repairs

• Handle request of parts and materials needed for service units

• Evaluate and coordinate with National Service Division the repair of service units thru test-drives

and preparation of Letter of Agreement

• Prepare and inspect service units for customer, media and Company Officer use

• Prepare checklists and gate passes

• Monitor service unit expenses, usage and maintenance status

• Collect and analyze service unit data such as maintenance expenses, records of repairs, number

of times service unit lent and fuel usage/expenses

• Generate and provide management with reports and recommendations to ensure best condition of

vehicle service units

• Updating of Service Fleet Monitoring Board

Trainer

• Responsible for Product Knowledge Training of Nissan Vehicles (Murano, Patrol Super Safari,

Patrol Royale, Navara and Urvan) and Automotive Fundamentals to new employees, Nissan

Sales Professionals and Promotional Brand Ambassadors for events like motorshows (2nd and 3rd

Philippine International Motor Show) and refresher course

Toyota Marikina (Toyota Dealership) October 2006-October 2007

Marketing Professional

• Responsible for marketing and selling of various Toyota vehicles such as the Vios, Corolla Altis,

Avanza, Innova, Hilux, Fortuner, Camry and Land Cruiser

• Responsible for seeking and developing new clients for Toyota

Phinma Property Holdings Corporation December 2005-September 2006

Property Manager/Administrator

• In charge of maintenance and security of medium rise condominium buildings

• Planning and preparing of events like Christmas Parties, Halloween and Sportsfest for

communities residing at Spazio Bernardo Condominiums

• Responsible for orienting new clients upon moving in regarding house rules and regulations and

on how to adjust on condominium style living

• Responsible for implementing house rules and regulations

• Marketing of In-House Unit Improvement

• Handling of customer complaints

• Presiding over community meetings

• Creating memos for tenants

• Preparing monthly budget reports

• Organized the Post Project Management Group

Education

Ateneo de Manila University 1997

Social Science

Bachelor of Arts

Quezon City, NCR, Philippines

http://www.linkedin.com/pub/arnold-maranon-gonzales/5a/1b4/326/

Nissan-Universal Motors Corporation

2232 Don Chino Roces Avenue

Makati City, Philippines 1231

Trunkline: +63 2 810-0151

www.nissanphilippines.com.ph

Daniel Lee

Senior Vice President for Administration, Universal Motors Corp.

Email: ***@********.***.**

Joey Rillo

Assistant Vice President CS Marketing Department & National Service Division

Email: ******@********.***.**

Marlon de Mesa

Manager CS Marketing Department

Email: ***@********.***.**

Contact this candidate