Carlos Baldassarre

Comprehensive Operations Leadership: Oversight of logistics, after-sales, customer service, service tech, facilities, and maintenance. Logistics Process Optimization: Designed and implemented WMS/TMS solutions; improved warehousing, distribution, and last-mile delivery. Large-Scale Team Management: Led, trained, and motivated 350+ cross-functional employees (operations, support, technical, and administrative). Technology Development & Adoption: Championed Salesforce rollout, workflow automation, CRM adoption, and digitalization of processes. Cost Control & Operational Efficiency: Implemented cost centers, KPIs, and productivity metrics for each business unit. Strategic Planning: Contributed to company growth strategy, aligning operations with commercial objectives. Infrastructure Expansion Projects: Evaluated and acquired properties; designed distribution centers and improved showrooms. Customer Experience Management (CX): Ensured service levels and satisfaction throughout the customer journey. Peak Demand Support: Coordinated resources, logistics, and CX during key e-commerce events (CyberMonday, Hot Sale, Black Friday).

CX Strategy Design: Defined guidelines to enhance the end-to-end customer experience across all touchpoints. Support & After-Sales Team Leadership: Coordinated support, technical service, and customer success teams to ensure response times and satisfaction; monitored NPS, CSAT, and other key CX COMPETENCIES E-Commerce Team Leadership S&OP OP end to end OKR’s- KPI Negotiation Corporate Finance - P&L Logistics - WMS & TMS Continuous Improvement IA Automations CRM Automotive Engineering Project Management (PMO) Customer Success & Afetersales Voice of Customer Risk & Compliance Management metrics. Continuous Improvement Implementation: Developed workflows and protocols to reduce resolution times, returns, and claims. Integrated tools (CRM, chatbots, automated surveys, Salesforce) to improve efficiency and traceability. Contact Channel Management: Oversaw customer service across multiple channels (phone, email, chat, social media, marketplaces). Complex Claims Handling: Resolved escalated cases with high commercial or reputational impact. Cross-Functional Collaboration: Partnered with Category Managers, Operations, and Logistics to improve the customer journey from purchase to delivery. Organizational Feedback: Produced regular reports to senior management on satisfaction trends, improvement opportunities, and reputational risks. Service Policy Development: Defined return, warranty, and after-sales policies aligned with e-commerce standards. Peak Demand Management: Planned and executed CX strategies for high-volume events (CyberMonday, Hot Sale, Black Friday).

• Promotion, over stock, end of series, obsolete P&A stock strategy • Products line up commercial strategy • Price studies & Pricing Strategy (initial price, oem, iam) • Wholesales business strategy • Nation suppliers’ development & negotiation • Profitability • Reporting • Sales Arguments • E-Commerce strategy development • New products introduction & development

• Availability monitoring of Technical Literature local produced vehicles • Service readiness for Market introduction of new vehicles • Ensure availability of the technical literature • Manage Field and Recall Campaigns for the Volkswagen brand • Procurement and distribution of special tools and workshop equipment • Customer Road Assistance Administration • Body & Paint shop Standards development • Workshop IT support for Volkswagen Argentina dealer network

• Responsible for Technical Assistance and Product Support at the Dealer net. • Provide technical and Service administrative Support to workshops of Volkswagen Argentina dealer net. • ISO implementation • Verify the availability and usage of Special Tools and special equipment at the Workshops. • Definition of Especial workshop equipment needs • Early warning of possible failures of the products. • Define warranty/goodwill repairs for dealer net. • Create Action Plans and negotiate them with Dealers, to get the approval and commitment. • Definition and control of key performance indicators • Monitor the fulfillment of service and recall campaigns. • Customer service for special / VIP clients

• Responsible for Technical Assistance and Product Support at the Dealer net. • Early warning of possible failures of the products. • Market performance reporting • Technical document development

• Definition of especial workshop equipment needs for VWA • Procurement and distribution of special tools and workshop equipment • Tools service readiness for Market introduction of new vehicles • Definition of preventive maintenance plan for local market

Administracion en General, Manejo de proveedores, controles de Stock, personal a Cargo (5), administracion financiera.

Secretaria de la Direccion Nacional de Turismo de la Nacion (Turismo Social)