Manage customers' total experience with the dealership. Act as liaison between the factories, dealer, and customers on all contacts opened through national customer relations centers. Represent corporation in arbitration disputes. Handle all questions of both internal & external customers and enhance communication between departments. Designed & implemented follow up program to enhance customer satisfaction. Exceed factory Customer Satisfaction Index objectives. Designed & administered various incentive programs for various levels of employees. Handle payroll, interviewing, hiring, and other personnel responsibilities. Received Toyota's Customer Relations Excellence Award 1998-2005. Member of the Toyota Customer Relations Excellence Society.

To facilitate cross-sectional, employee focus group meetings designed to improve current operational processes. To lead groups through observations of current processes, perform Gap and Root Cause Analysis, develop improvement actions, map out improved processes, and develop and implement both training and monitoring plans to ensure success of improved processes. Work with all levels of employees within corporation to enhance customer satisfaction while heightening employee awareness and morale. Led dealership in obtaining the prestigious Toyota Signature certification (only 52 out of over 1100 Toyota dealers nationwide have this honor).

Responsible for all customer interactions. Managed team of technicians and acted as liaison between team members and customers. Prepared daily work schedule. Coordinated part orders and service requests. Provided estimates and explained necessary repairs. Ensured quality control and handling of all paperwork.