Garett Burnham Email & Phone Number

Fountain Valley

Gardena, Ca

- Developed user-centric after-sale regulatory and compliance strategies that leveraged Faraday Future's technical capabilities to create intuitive and effortless business processes that redefine the mobility experience- Conducted research and industry benchmarking analysis to identify core KPI's and identified key business partners to implement FF's strategy- Created road maps and work flows for goodwill, recall, arbitration, lemon law, buyback, and reacquired vehicle management business processes- Collaborated with Warranty Manager to develop 1 year, 3 year, and 5-year business plans and budgets for the Warranty & Compliance team- Established infrastructure needs and system requirements to support overall strategy- Lead the creation of an initial copy of the New Vehicle Warranty, Maintenance, & Owner Information Guide

Torrance, California

- Managed numerous large multidisciplinary teams responsible for the on-time launch of a suite of new vehicle accessories across all models in the Toyota and Lexus line-up- Created and maintained project schedules, defining scope, performing resource assignment activities, driving the team through kick-off, design, tooling, testing, distribution, and delivery of the product- Tracked project performance indicators, resolved variances, and technical issues to ensure projects are delivered successfully- Reported project progress, performance, risk, and issues to senior management and other stakeholders - Championed innovative solutions, cost reduction, and quality improvement across the suite of accessories - Scheduled and facilitated development team meetings and tracked team member attendance - Published and catalogued project meeting agendas, minutes, and timelines - Developed vendor/supplier relationships and evaluated their performance - Recommended program sourcing for pending RFQ- Conducted project reflection meetings-Created SOP's --Led new hire training for full time and contingent workforce

Torrance, Ca

- Supervised Dispute Resolution team of 8, responsible for administering Toyota's non-binding arbitration mechanism - Managed demands for repurchase or replacement in accordance with state and federal guidelines- Developed and implemented special programs that support the fulfillment of the Toyota New Vehicle Limited Warranty - Created and distributed State and Federal mandated printed materials as required by law - Resolved BBB customer inquiries- Oversaw the vehicle disposal process and resale activities - Generated department reporting, analytics, and KPI's- Led kaizen process improvement activities and system improvements

Torrance, Ca

- Provided clients who contacted the Toyota Customer Experience Center exceptional service by responding to their questions and concerns in a professional, knowledgeable and timely manner - Accurately documented client information/details to capture the Voice of the Customer for executive reporting- Managed all aspects of complex cases interfacing with the customer, dealer personnel, field reps, and TMS National staff delivering solutions whenever possible to achieve overall client satisfaction and retention - Applied the IANA framework evaluating all the facts to make the determination if/when the use of goodwill is appropriate- Achieved all contact center KPI performance objectives