KRISTINA JOSON
Summary
With over a decade of experience in project management and eight years at BMW Sydney, this candidate brings a deep track record of exceptional ability to source and implement new initiatives across sales, aftersales, and administration, resulting in improved processes and cost and time efficiencies. The proven ability to lead, manage, and execute complex processes and projects, often under tight deadlines and involving multiple teams and difficult legal or commercial negotiations, sets this candidate apart. Additionally, the diverse background and success in various roles demonstrate a versatile ability to quickly learn new skills and navigate complex situations through experience, excellent communication skills, attention to detail, hard work, and a strong focus on teamwork. Experienced in coordinating and managing multiple projects simultaneously, utilizing effective communication and organizational skills to ensure seamless project execution. Track record includes implementing process improvements and achieving project milestones.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Support & Brand Operations Manager
SNOOP PTY LTD
02.2023 - Current
- Owner of Customer Support Operations and Automotive Brand account management for both existing and new services.
- Manage the end-to-end onboarding process of new automotive brands to SNOOP's services, ensuring a seamless integration and adoption experience.
- Closely collaborating with internal teams and external stakeholders to align on objectives and deliver high-quality support within the required timeframes.
- Focus on hiring, training, performance management, and quality improvement to resolve customer issues with service levels, ensure availability of accurate information and minimising operational load.
- Analysing and identifying recurring issues that causes operational load with the goal to eliminate, simplify, automate or delegate processes.
Internal Services Manager
BMW SYDNEY PTY LTD
01.2017 - 01.2023
- Key Responsibilities: Project managing a team across all Internal Services (IT, DMS and CRM, General Operations) to not only ensure business continuity but also source, implement and train business units across new initiatives and tools to drive efficiencies, and ultimately improve the customer experience.
- Select Achievements:
- - Leading a project team with representatives across all departments of the business for the BMW Sydney Redevelopment project from 2015- 2019. This included establishment of temporary facilities at Alexandria and Darlinghurst, as well as the eventual relocation back to Rushcutters Bay in 2019 once the redevelopment was complete.
- - Within CRM, worked closely with the GM of Customer Marketing to establish a Business Development Call-Centre resulting in record breaking sales in 2020 of 2000 retail vehicles in the midst of a CoVID- pandemic and in Aftersales, the launch of the new Service Bookings initiative, SMS Service which generated within 8 months an additional gross profit of $424K.
- - Sourcing and Implementing multiple key projects and new products to improve efficiencies and drive further digitalization objectives within the dealership across both Sales and Aftersales. Such application roll-outs include Saleslogs, Evalexpert, Online Service Bookings and Check-In Kiosk, Service Scheduler, Docusign and most recently in 2021 a new phone system upgrade and Autoplay a new test drive initiative.
- - Created centralised automated reporting systems across the sales funnel, stock reporting, phone system and call centre statistics.
Internal Services Co-ordinator
BMW SYDNEY PTY LTD
01.2015 - 01.2017
- Project managed the establishment of a second Service facility at Bourke Rd Alexandria and the successful smooth relocation of all staff at Rushcutters Bay.
- Source, review and implement new applications to drive efficiencies and cost savings such as the roll-out of Dealer Drive and Parts PDA applications.
- Local project manager, facilitating the upgrade and replacement of the phone system from NEC to Avaya.
Purchasing IT & DMS Coordinator
BMW SYDNEY PTY LTD
01.2014 - 01.2015
- Organise the relocation of Used BMW and MINI departments into O'Riordan St, Alexandria dealership.
- Managed all System Administrator responsibilities, including daily support for the DMS Autoline and the creation of the first ever Daily Operating Controls report for the Executive Management Team.
- Reviewed key areas for efficiencies within the DMS and facilitated key change requests including integrations of 3rd party softwares with the DMS.
Purchasing Co-ordinator
BMW SYDNEY PTY LTD
01.2013 - 01.2014
- Reviewed all supplier spends in order to identify opportunities for cost savings and efficiencies.
- Managed multiple procurement tenders in parallel, working closely with stakeholders across all areas of the business (Sales, Aftersales & Accounts) to ensure optimal outcomes are achieved.
- Strong negotiating skills with a significant milestone achievement of securing $688K with the CTP contract review.
- Project managed the refurbishment of BMW Showroom Area.
Buying Co-ordinator; Logistics and Inventory Planner
OUTLINING PTY LTD
01.2011 - 01.2013
- Analysing sales data and placing re-orders with the suppliers to keep sufficient and optimal inventory levels.
- Consolidating shipments and working with the forwarder for the most cost-efficient freight to meet deadlines.
- Receiving stock into the system and working closely with 3rd party warehouse to solve inventory issues.
- Working with head buyer to finalise each season’s range products and pricing to make sure that the required profit margins are met.
- Managing in-house vertical product development, sourcing factories and liaising between design team and overseas suppliers and factories.
Education
Masters of Commerce - Supply Chain & Logistics
UNIVERSITY OF NEW SOUTH WALES
11.2011
UAI - undefined
NORTH SYDNEY GIRLS HIGH SCHOOL
Bachelor of Design - undefined
UNIVERSITY OF NEW SOUTH WALES
12.2011
Skills
- Skills: DMS – Autoline, CRM – Helga, MS Office Products (Word, Excel, Powerpoint), Active Directory, Cisco, Avaya CMS
- Languages: English, Hokkien, Mandarin (Conversational)
- Problem-solving
- Project management
- Detail-oriented
- Strategic planning
Accomplishments
- Resolved product issue through consumer testing.
Certification
- Certified [Job Title], [Company Name] - [Timeframe]
Languages
English
Timeline
Customer Support & Brand Operations Manager
SNOOP PTY LTD
02.2023 - Current
Internal Services Manager
BMW SYDNEY PTY LTD
01.2017 - 01.2023
Internal Services Co-ordinator
BMW SYDNEY PTY LTD
01.2015 - 01.2017
Purchasing IT & DMS Coordinator
BMW SYDNEY PTY LTD
01.2014 - 01.2015
Purchasing Co-ordinator
BMW SYDNEY PTY LTD
01.2013 - 01.2014
Buying Co-ordinator; Logistics and Inventory Planner
OUTLINING PTY LTD
01.2011 - 01.2013
UAI - undefined
NORTH SYDNEY GIRLS HIGH SCHOOL
Bachelor of Design - undefined
UNIVERSITY OF NEW SOUTH WALES
Masters of Commerce - Supply Chain & Logistics
UNIVERSITY OF NEW SOUTH WALES
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