Customer Service Manager
Resume:
LUISITO S. GONZAGA Mechanical Engineer
Current Address: #**** ******** ******, ***. *******, Makati City, Metro Manila
Permanent Address: #5671 Taylor Street, Brgy. Pio del Pilar, Makati City, Metro Manila
Contact Information: Landline: +632-*******; Mobile: +639**-*******
Email Address: *****.*******@*****.***.**
SUMMARY OF QUALIFICATIONS
The expertise in the Automotive Industry was honed through twenty-
one (21) years of hands-on operational exposure. Has worked through
the Dealer Development for three (3) years; then moved on to Warranty Operations for three (3)
years followed by the supervising the Service Department for a period of ten (10) years. The next
almost two (2) years involved managing of the workshop administration and in-charge in the
technical information. The latest tasks involve managing the Customer Service Division.
PROFESSIONAL EXPERIENCES
SERVICE MANAGER
Customer Service
NISSAN CAR & RECREATIONAL VEHICLES, INC.
February 2011 to October 2014
FUNCTIONS
Perform the following: organize, plan, manage and control the Service Workshop Department to
assure that the quality services at reasonable prices are provided to customers, while maintaining
profitable operations. Insures the image of the Company by providing a well-managed, productive,
clean, quality workmanship, fast, and reliable Workshop that allows it to retain and expand
customer base thereby insuring growth for the Company and its people.
RESPONSILITIES
1. Maintain an efficient and productive number of Section Personnel;
2. Monitor and evaluate the performance of subordinates such as checking of attendance,
meeting with subordinates whenever necessary to discuss problems, implementing of
policies, appraising of subordinates performance and evaluating targets and objectives of
the Company;
3. Influence the kind of values, attitude, ethics and character the Company would like to
inculcate to its employees, firmly supporting and enhancing the culture of the company;
4. Instill discipline in subordinates by initiating disciplinary procedures, recommending
disciplinary action to higher management.
5. Assure profitable shop operations;
6. Check the monthly summary of non-productive time and submit to the General Manager;
7. Check the daily time summaries for payroll administration;
8. Assure security of employees, customer, vehicles, facilities, and company property by
establishing and enforcing strict safety rules and regulations;
9. Maintain an efficient shop layout, the availability of adequate shop capacity and skilled
manpower;
10. Read and periodically update self on all service publications. Ensure that all employees are
updated about the product changes and service methods;
11. Prepare proposals for equipment, tools, shop supplies, and others, together with the
Foreman;
12. Establish short and long range plans to meet future personnel requirements together with
the Human Resources Department and Senior Management. Review, study, and evaluate
the performance of all Workshop personnel and recommend necessary action and insure
proper productivity, utilization and contribution for the mutual benefit of employee and
Company;
13. Select and recommend hiring service shop personnel, according to the job requirements
and personnel objectives;
14. Prepare, review, and recommend wages and salary structures for the Workshop
employees, together with Senior Management;
15. Periodically review training requirements with the NSC Group. Establish training programs
for all Workshop employees;
16. Conduct regular Workshop meetings on productivity/efficiency results, shop bays and
equipment utilization;
17. Supervise the performance of all Service Shop employees, maintain discipline and proper
order;
18. Establish financial objectives for the shop, together with Senior Management;
19. Review and control financial results on a daily, weekly, and monthly basis to generate
target increase;
20. Ensure that the quality of service is in accordance with the Nissan Standards of
Operations;
21. Investigate customer satisfaction concerning service. Review, study and adopt Nissan
programs and activities that are acceptable and applicable to all CRVI operations;
22. Confirm warranty and service policy items;
23. Update all employees on safety and environmental protection issues;
24. Periodically conduct inventory of shop and employee tools, special service tools, and
equipment for better order and control and regularly conduct maintenance service to
protect and ensure safety and efficiency;
25. Plan and develop programs and activities that will ensure customer satisfaction and
profitable operations.
26. Review and study competitors and recommends actions and programs to Management to
achieve objective and vision.
27. Performs tasks that may be assigned by Management or as the need arises.
MANAGER - WORKSHOP ADMINISTRATION /
TECHNICAL INFORMATION OFFICER
Customer Service
VIKING CARS, INC. (VOLVO)
August 2009 to January 2011
FUNCTIONS
Responsible in improving the customer service operations by providing guidelines and directions
for the division. Analyze and correct deficiencies in the operations, procedures and policies
through coordination and consultation with the parts and service group.
Undertake other tasks that might be assigned by the EVP – CS.
RESPONSILITIES
As Manager for Workshop Administration:
1. Plan, direct and monitor the activities and programs of Aftersales operations;
2. Review staff performance based on established standards. Initiate corrective actions to
realign performance with standards;
3. Prepare for an annual training plan for the division staff and ensure personnel growth and
development through personal supervision, training and seminars and other motivational
factors;
4. Conduct regular briefings to staff on corporate objectives, company policies and
procedures;
5. Delegate authority and responsibility to staff for operational flexibility of the unit; define
duties and responsibilities for each member of the unit to ensure that tasks and
accountabilities are clearly understood so that functions could be carried effectively;
6. Submit recommendations to higher management for the improvement of Aftersales
operations;
7. Responsible for employment of personnel as required by the workshop including welfare
and training;
8. Check and maintain staff performance and records;
9. Maintain good spirit and morale among the personnel.
As Technical Information Officer:
The volume of information is continuously increasing as well as being updated. There are so
many reasons for this – cars are more complicated, new legislations, demand for better
service, and others. Hence, more information is required and someone must be responsible
for this.
1. Responsible for the continuous updating of the workshop’s technical information, be it a
hardcopy or softcopy;
2. In-charge for the technical information; provide technical information to the Customer
Service Stewards;
3. Assist in preparing technical reports relating to the customer complaints.
SERVICE HEAD
Service Department
CAR & RECREATIONAL VEHICLES, Inc. /
CORE AUTOMOTIVE RESOURCES, Inc. /
UNIVILLE MOTORS CORPORATION
January 1997 to October 2007
RESPONSILITIES
1. Ensure that the technician’s job description is according to the skill matrix;
2. Monitor the daily production report (i.e. incoming, outgoing, in-process, left-over,
attendance and others) and checked that customers’ board is well updated;
3. Establish action plans to improve performance;
4. Check parts unavailability to implement action plan;
5. Monitor mechanics based performance sheet;
6. Monitor workday productivity and strategized action plan;
7. Monitor and implemented equipment maintenance schedule including organizing corrective
repairs;
8. Monitor the 5’S activities and performance of committee and members and provided action
plan to uplift 5’S image;
9. Check Non-F1 report (internal and external) and checks that QRQC or non -F1 Survey is
performed;
10. Monitor non-F1 factors such as:
Workmanship Delays
Product Defect Pricing
11. Evaluate and provide action plan for dissatisfied customer based on customer survey
summary;
12. Monitor the warranty claims and evaluation base on warranty monitoring sheet;
13. Prepare training modules for technical and non-technical curriculum and for in-house and
non-in house personnel;
14. Monitor motivational program and ensured that the progress is consistently awarded and
received by the recipient;
15. Check daily parts unavailability monitoring form/ board and checked A/P implemented
and on-progress;
16. Monitor inventory level and discussed A/P for low parts fulfillment rate;
17. Evaluate suppliers, contractors and vendors regarding products and performances;
18. Check performance and parts ordering, binning, stocking and others;
19. Monitor Daily Service Performance Report (sales, incoming, RO analysis and others)
and strategized action plan to achieve target;
20. Disseminate information pertaining NMPI and UMC Bulletin, Warranty, and others;
21. Monitor Repair Order Progress;
22. Check and approve warranty claims submission and Technical Report;
23. Monitor semi-annually the tools inventory and proposed list of needed hand tools.
WARRANTY OFFICER / DEALER DEVELOPMENT SUPERVISOR
National Service Department
UNIVILLE MOTORS CORPORATION
November 1991 to January 1997
RESPONSILITIES
1. Facilitate and process all UMC warranty claims to NML – Japan;
2. Responsible in safekeeping of warranty parts and well-ordered storage of replaced parts;
3. Provide technical reports for warranty repairs and incidents or repairs with
troubleshooting difficulty and coordinated with NML – Japan for proper assistance;
4. Monitor improvements on countermeasures on the basis of technical report;
5. Assist and monitor PDCA activities of Dealers’ Service Department in coordination with
NSD Manager and NSD staff and submitted findings and recommendations;
6. Plan and develop program or activities that will ensure profitable operation particularly
proper utilization of FRT and F1 at Dealers level;
7. Suggest improvements of process to speed-up repair works and integrated use of I.E to
Dealers’ Service Department;
8. Collate and generate report from Dealers’ Service Department for Service Performance
including F1 and CS Survey;
9. Monitor and provide schedule for Maintenance of equipment and flooring in coordination
with Dealers’ Service Managers;
10. Formulate, implement and monitor 5S Activities involving workshop and submitted
findings, assessment and recommendation;
11. Check all forms given to each dealer and properly fill-up and submits reports or findings;
12. Assist at Reception Area during peak hours for proper and smooth flow of operation;
13. Perform other tasks that may be assigned by Management or as the need arises.
ATTRIBUTES
Has the ability to handle changes and meeting deadlines.
Has a sense of responsibility, reliable, and has a good work attitude.
Has a strong work ethic.
Could work doubly hard to cope with the constantly changing schedules of the
project.
Proactive to take up extra tasks when needed but still produce quality outputs.
A team player; always pleasant to work with and well liked by the team, as well as
the client/users.
A quick learner and always willing to learn new skills and technologies.
EDUCATION
BACHELOR OF SCIENCE IN MECHANICAL ENGINEERING
Adamson University
San Marcelino Street, Manila
March 1985
PERSONAL INFORMATION
Birthday : 01 April 1963 Gender : Male
Civil Status : Married Nationality : Filipino
Languages : English, Filipino
REFERENCES
MR. ARIEL MAMINO MR. ROSS HONTONARES
Manager –TCS Warranty AVP – Customer Service Division
Nissan Philippines, Inc. Viking Cars, Inc. (Volvo)
21/F Eco Tower Buiilding 2272 Pasong Tamo Ext., Makati City
32 Avenue cor. 9th Street, Taguig City 092*-*******
Contact this candidate