Summary
Overview
Work History
Education
Skills
Hobbies and Interests
References
Career Overview
Personal Information
Languages
Timeline
Generic
Elia Crystal

Elia Crystal

Mission Bay,AUK

Summary

Professional with extensive experience in operational activities, consulting and training of automotive industry in Russia, 7 years in New Zealand and a year in Australia (15 years as a Manager, 7 years as a Business consultant-trainer, 5 years as Project and Quality Manager in Volkswagen Group) Expert conceptual systems approach to productive business development, including synchronizing key indicators with staff motivation to increase company profits and customer loyalty. Nationally award-winning "Best manager of mark Volkswagen".

An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.

Experienced professional with a strong background in technology-related roles. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.

Overview

27
27
years of professional experience

Work History

Regional After Sales Manager and Project Manager

CHANGAN MOTORS RUS
Moscow, Russia
12.2023 - 07.2025
  • Dealer network 183 dealers
  • Using best global practices in automotive business - through quality and efficient service processes, was increased sale spare parts and improved customer satisfaction and loyalty.
  • Based on “Pyramid” structure, been develop a set service indicators. Which shows current situation and potential for development of Dealer Network.
  • Calculator been created (like a Fishbone diagram) that visually shows potentials for service indicators with possible reasons for growth productivity and income the Dealership service.
  • After manually analyzing achieved operational and financial indicators of dealers, drawing up a development plan for future.
  • Established relationships with key clients to enhance customer loyalty and satisfaction.
  • Trained, coached, and mentored personnel to ensure success in their roles.
  • Achieved company growth and brand development through market expansion and sales.
  • Conducted regular meetings with staff members to review goals and objectives for the quarter and year.
  • Oversaw regional and local sales managers and staff.

Service Processes and Training Manager

Official dealer Ford and service Mazda, VAG, GM
Moscow, Russia
02.2020 - 11.2023
  • Development and implementation a unified system - optimization of business processes, indicators and employee motivation programs with improvement dealer management systems (IT program)
  • Based on key service processes (tasks and goals), development and implementation of work instructions in order to increase efficiency and effectiveness of business.
  • Development and conduct trainings and coaching sessions for employees of departments: Registration/Recording, for service, Reception, Workshop and Spare parts - 45 employees
  • Creation a calculator that clearly shows plan-fact indicators of service and potential for growth (including segmentation of vehicle visits by brand, number of standard hours and spare parts sold).
  • Help in resolving crises and improving customer service.
  • In IT operating program, a control and information scheme was created for key service processes with efficiency and quality indicators, which was synchronized with a progressive system of personnel motivation.
  • Loss of working time for mechanics has been reduced by 25-37%
  • Customer satisfaction (NPS) service and spare parts has been improved - up to 91% out of 100%
  • Company's profit from service and spare parts increased by an average 15-27% year-on-year.

Head of After Sales and Body repair workshop

Dealership Mercedes truck
Moscow, Russia
04.2018 - 01.2020
  • Management of 57 employees and control over work of Acceptance, Workshop Repair, Spare Parts Department and Customer Service
  • Organization and adjustment all service processes for effective interaction all units.
  • Development and implementation of special integrated service products for large corporate clients.
  • Participation in projects and the development of new areas to increase company profits.
  • Fulfillment plan for sale of productive working hours and spare parts.
  • Drawing up a business plan for a body shop and its implementation within three months.
  • Increasing number of corporate clients and suppliers of spare parts: search, negotiations, evaluation, cost calculations and signing contracts with clients and suppliers.
  • After a year effective work, the Winner - first place in dealer network and received a full star Mercedes Truck - for all indicators the Dealer center.
  • Сompany's annual income increases by an average 37-43% with a consistently good level of customer satisfaction 85-88 points out of 100.
  • By debugging service processes in synchronization with indicators and motivation of service employees, sale of standard hours/services increased by 57% and this, together with an increase customer service loyalty.
  • After start-up body workshop, monthly average output is 380-440 standard hours + sale of consumables and spare parts.

Business Consultant, Coach of Automotive industry (After Sales and Sales)

Consulting & Coaching
Moscow, Russia
04.2012 - 03.2018
  • Analysis of business and processes. Dealers audit. Business counseling.
  • Coaching projects for Porsche, Audi, Volkswagen, BMW, Land Rover, Jaguar, IVECO, Nissan, RENAULT, Hyundai, Subaru, Kia, Mazda, Fiat, Chrysler, Mercedes, Ford.
  • Trainings, webinars and education for all levels of staff - each day 12 to 21 participants.
  • Preparation, participation and winning of tenders for field projects and trainings.
  • Examinations management and assessment staff of dealer.
  • Conducting individual coaching projects. Support to Partner & Distributor sales force.
  • Independent development of methodological and materials for trainings and projects.
  • Through expert data analysis, assist managers and employees in making sound and effective decisions between business, customer experience and technology.
  • Using knowledge, advanced technology and extensive practical experience: Creation and implementation new standards and marketing activity in after-sales services for increase and maintain customer base.
  • New standards and marketing activities in the field of after-sales service have been improved and introduced to increase and maintain the customer base at the level of distributors and dealerships (Subaru, Iveco, Mercedes Truck, etc.).
  • In each project, was achieved increase KPI’s (Input traffic, sales funnel, production, revenue, NPS, CSI, motivation and profit.) by 17-34%.
  • Based on results of surveys (after each training/webinar), feedback was received from participants with a score of 85-97% out of 100%.

Head of Quality Group, Project Manager

VOLKSWAGEN Group Rus, AUDI Rus
Moscow, Russia
07.2012 - 03.2012
  • Dealer network 143 dealers
  • Improving Dealer performance on quality indicators including customer satisfaction, retention rate, overall satisfaction, repeat repairs, and customer life cycle.
  • Assessment of personnel qualification level.
  • Coaching and training for dealers in Retail Sales and After Sales Excellence programs.
  • Implementation and support of projects for effective interaction all departments to improve customer satisfaction and increase company profits.
  • Thankful Diploma for significant contribution to businesses development.
  • Created methodology and “tools”: “Working with customer complaints” and “Checking quality of made work.”
  • As result, implementation new methodology and field projects carried out in 21% of dealer network, profits increased by 15-30% with improved customer satisfaction.

Workshop Supervisor and Vehicle W.O.F. Inspector

Automotive service center “MOON MOTORS”
Auckland, New Zealand
01.2003 - 04.2003
  • Supervised daily operations of automotive service center team.
  • Coordinated scheduling and workflow for service appointments and repairs.
  • Trained new staff on safety protocols and equipment usage.
  • Monitored inventory levels of tools and automotive parts.
  • Ensured compliance with industry standards and regulations.
  • Assisted technicians with complex repairs and troubleshooting issues.
  • Utilized hands-on leadership style to keep team members focused on specific jobs and working efficiently.
  • Recruited new staff members when necessary to meet operational requirements.
  • Organized team-building activities for staff members to promote collaboration.
  • Ordered supplies as needed to ensure uninterrupted operation of the workshop.
  • Assisted in training new inspectors on safety protocols and standards.

Vehicle W.O.F. Inspector and Automotive technician

Vehicle inspection center “ON ROAD New Zealand”
Auckland, New Zealand
02.1998 - 10.2001
  • Conducted thorough vehicle inspections (WOF) to ensure compliance with safety regulations.
  • Provided technical support for the development and implementation of quality control systems and procedures.
  • Documented inspection findings and generated detailed reports for review.
  • Communicated inspection results clearly to vehicle owners and repair technicians.
  • Educated vehicle owners on maintenance practices to enhance vehicle safety.

Vehicle W.O.F. Inspector and Automotive technician

Car service center “British Petroleum-SOMMAR”
Auckland, New Zealand
02.1998 - 10.2001
  • Conducted thorough WOF vehicle inspections to ensure compliance with safety regulations.
  • Utilized inspection tools to identify mechanical and structural issues in vehicles.
  • Communicated inspection results clearly to vehicle owners and repair technicians.
  • Maintained a clean and organized inspection workspace for optimal efficiency.

Automotive industry Expert - Emergency roadside breakdown service

Royal Automobile Club of Victoria (RACV)
Melbourne, Australia
06.2007
  • Completed day-to-day duties accurately and efficiently.
  • Identified needs of customers promptly and efficiently.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.

Business Manager

Automotive technology service centre “DC-DRIVE”
Auckland, New Zealand
05.2006
  • Managed daily operations at automotive technology service centre.
  • Coordinated communication between clients and service technicians.
  • Monitored inventory levels of supplies needed for daily operations and ordered additional items when necessary.
  • Drove high performance by developing team members.
  • Improved tools to enable better tracking and business analysis.
  • Analyzed customer feedback data to generate reports on customer satisfaction levels.
  • Conducted research on current industry trends to identify potential areas for improvement in business operations.
  • Provided training sessions for employees on new software systems used in business operations.

Education

Qualified Manager - Coach Service processes, Head of Spare parts department Chief – trainer, Economy of the dealer centre, Psychology and Communications

VOLKSWAGEN Group (including Audi)
01.2011

Certificate of Automotive Services -

Royal Automobile Club of Victoria (RACV)
Melbourne, Australia
01.2007

Certificate of automotive electronic diagnostics -

Motor Trade Association of Auckland
Auckland, New Zealand
01.2004

Roadworthy / Warrant of Fitness certificate -

Land Transport Safety Authority
Auckland, New Zealand
01.2000

Business Course -

Enterprise of Auckland
Auckland, New Zealand
01.1999

Master Degree - Automotive Engineering – majoring in engineering & automobile business

Vehicle Building University
01.1988

Skills

  • Field projects
  • Dealer network management
  • Service process optimization
  • Customer satisfaction improvement
  • Performance analysis
  • Training development
  • Business process improvement
  • Effective communication
  • Team building
  • Problem resolution
  • Employee motivation
  • Positive and upbeat
  • CRM software
  • Motivational skills
  • Business development and planning
  • Training programs
  • Business process optimization
  • Dealer management
  • Network system management
  • Customer loyalty enhancement
  • Staff management

Hobbies and Interests

  • Professional work
  • Chess
  • Sports
  • Cars

References

Reviews from employers and clients can be provided upon request.

Career Overview

Professional with extensive experience in operational activities, consulting and training of automotive industry in Russia, 7 years in New Zealand and a year in Australia (15 years as a Manager, 7 years as a Business consultant-trainer, 5 years as Project and Quality Manager in Volkswagen Group). Expert conceptual systems approach to productive business development, including synchronizing key indicators with staff motivation to increase company profits and customer loyalty. Nationally award-winning 'Best manager of mark Volkswagen'.

Personal Information

  • Russian Federation
  • New Zealand

Languages

English
Professional
Russian
Professional

Timeline

Regional After Sales Manager and Project Manager

CHANGAN MOTORS RUS
12.2023 - 07.2025

Service Processes and Training Manager

Official dealer Ford and service Mazda, VAG, GM
02.2020 - 11.2023

Head of After Sales and Body repair workshop

Dealership Mercedes truck
04.2018 - 01.2020

Head of Quality Group, Project Manager

VOLKSWAGEN Group Rus, AUDI Rus
07.2012 - 03.2012

Business Consultant, Coach of Automotive industry (After Sales and Sales)

Consulting & Coaching
04.2012 - 03.2018

Automotive industry Expert - Emergency roadside breakdown service

Royal Automobile Club of Victoria (RACV)
06.2007

Business Manager

Automotive technology service centre “DC-DRIVE”
05.2006

Workshop Supervisor and Vehicle W.O.F. Inspector

Automotive service center “MOON MOTORS”
01.2003 - 04.2003

Vehicle W.O.F. Inspector and Automotive technician

Vehicle inspection center “ON ROAD New Zealand”
02.1998 - 10.2001

Vehicle W.O.F. Inspector and Automotive technician

Car service center “British Petroleum-SOMMAR”
02.1998 - 10.2001

Qualified Manager - Coach Service processes, Head of Spare parts department Chief – trainer, Economy of the dealer centre, Psychology and Communications

VOLKSWAGEN Group (including Audi)

Certificate of Automotive Services -

Royal Automobile Club of Victoria (RACV)

Certificate of automotive electronic diagnostics -

Motor Trade Association of Auckland

Roadworthy / Warrant of Fitness certificate -

Land Transport Safety Authority

Business Course -

Enterprise of Auckland

Master Degree - Automotive Engineering – majoring in engineering & automobile business

Vehicle Building University

Similar Profiles

CREATE PROFILE
Elia Crystal