Leonardo Jiménez León

About

Mechanical Engineer | Business Administration Specialist Senior Operations and After-Sales Leader with more than 25 years of experience leading service operations, customer experience initiatives, dealer network development, and business performance improvement within multinational automotive environments. Proven track record in managing service centers, improving customer satisfaction metrics (NPS, CSI), optimizing operational efficiency, increasing profitability, developing high-performing teams, and implementing data-driven decision-making processes. Strong expertise in operational management, customer success, service excellence, technical training, business analytics, and continuous improvement. Experienced working with national dealer networks, corporate stakeholders, suppliers, and cross-functional teams. Core Competencies: • Operations Management • Customer Experience & Customer Success • After-Sales Service Operations • Service Network Development • Business Performance & KPI Management • Data Analytics & Power BI • Team Leadership & Coaching • Continuous Improvement • Strategic Planning • Financial & Operational Management Languages: Spanish (Native) English (Professional Working Proficiency – B2)

What I'm looking for

I am particularly attracted to organizations that value operational excellence, innovation, customer-centric strategies, and continuous improvement. I am confident that my background, leadership experience, and commitment to delivering measurable results would allow me to contribute positively to team works and support organization's growth objectives. My professional approach combines strategic leadership with data-driven decision-making.

Experience

AFTER-SALES SERVICE MANAGER

Apr 2022 – Mar 2024

• Led the complete operation of a Mazda service center, ensuring operational, financial, and customer satisfaction targets. • Managed customer experience programs, complaint resolution processes, and service quality initiatives. • Monitored and improved key performance indicators including NPS, MSI, productivity, and first-time repair effectiveness. • Developed operational dashboards and analytical tools to support business decisions. • Coordinated relationships with corporate customers, suppliers, and insurance companies. • Strengthened technical teams through coaching, performance monitoring, and service excellence programs.

Improved CSI / NPSoperational efficiencyplanning and workflow

Colautos SAS

Education

Skills

Languages