• Responsible for supervision of ROC agents and CA support activities, including Correspondence, Sales Tax Recovery, Goodwill Audit, and Document Collection. • Provides agent feedback, process improvement direction, and coordinates calibration meetings with CA supervisory agents.• Working knowledge of Sales Tax Recovery in regards to state allowances. • Supervise collection for submission of mandatory state documents for recovery. • Provide vendor support, feedback and process improvement strategies from conception to implementation. • Supervise the processing of all outgoing and incoming correspondence to include “white mail,” attorney and consumer support agencies.• Ensure all audit processes are in compliance for Consumer Affairs and DRT Goodwill tools, ECW’s, VPP’s, SC’s and VSC’s.• Perform Secondary Marketing Management (SMM) tasks on a daily basis for CBB vehicles.• Maintains accounting transactions for Consumer Affairs, Legal, and Dispute Resolution teams which can include stop payments, voided checks, check traces and bank deposits.• Works with NNA Accounting to reconcile accounts, review, investigate and correct errors.• Conducts presentations to upper Management on ROC team actions.

-Review, approve &/or reject all Goodwill requests for VPPs, Service Credits, ECWs, & VSCs offered through Consumer Affairs.-Develops quarterly presentations for senior management.-Provides monthly Goodwill training presentation for new hires.-Responsible for identifying gaps and opportunities of INFINITI HQ reporting and training tools for Regional employees.-Drafts goodwill contracts for cases open at the CRC.-Provide daily operational support for DRT teams & CA teams by processing ECWs, VSCs, SC's & VPPs.-Handle all incoming and outgoing mail and checks processed for Consumer Affairs; disperse accordingly; track mail counts.-Run weekly reports for outgoing checks, VSC Cancellations, & all GW requests.

-V-Ops & V-FAST Certified -Collect documents required to respond & negotiate matters with consumers, government agencies, & attorneys. -Investigate issues, document concerns, & resolve lemon law &/or breach of warranty matters in compliance with state & federal laws. -Work cross functionally with dealers, regional staff, state agencies & arbitration staff. -Research & develop Repair History Reports for each VIN. -Create, coordinate & assign Salesforce cases to the arbitration agent.

-INFINITI Brand Ambassador; Nissan INsider -TOP NPS Award 12/20, 5/21, 7/21 -Able to maintain 98.04% average quality score for FY20- FY21. -Coordinates resolutions to daily client vehicle concerns, dealer complaints, warranties, & out of warranty goodwill requests.-Performs advanced research with available tools to support & answer client inquiries. -Responds to client chats & emails on the INFINITI website. -Prepares legal documents for the arbitration department on vehicle lemon law buy back requests from clients.

-Established efficient workflow processes, monitored daily productivity & implemented modifications to improve overall effectiveness of office activities. -Handled all incoming business & client requests for information.-Prepared invoices, processed incoming payments daily & monthly. -Transcribed dictated files for daily court hearings.

-Negotiated settlement amounts on auto accident claims with clients. -Assisted management with interviews, evaluating, & hiring employees. -Prepared & organized training materials for new employees, including enhanced materials to keep current with laws, statutes, & policies. -Developed new processes for monthly employee evaluation which resulted in marked performance improvements.