Ivan Sim Email & Phone Number

Washington D.C. Metro Area

Dallas/Fort Worth Area

•Promotes "Voice of the Customer" by providing analysis and reporting based on survey, customer call center, and syndicated market research data•Established new "usability" survey program -- managing the project from requirements gathering, to vendor selection, and through to launch•Evaluated text analytics partners' capabilities in quantifying customer verbatims•Manages budget and contracts on customer feedback and market research programs

Greater Los Angeles Area

• Collaborate with data users/stakeholders cross-organizationally from manufacturing and engineering organizations, as well as parent company in Japan• Lead projects to redesign and improve Product Quality Survey (PQS)• Refine Product Quality Survey processes to deliver actionable data while controlling costs• Prepare annual PQS budget forecasts and monitor program expenditures• Supported customer retention dashboard initiative • Assisted with dashboard project user-acceptance testing including review of customer retention metrics

Greater Los Angeles Area

Previously represented by CTG for commercial/print work. Projects booked include advertising campaigns for Wells Fargo, Dell, Intel, Hartford Insurance, United Healthcare, The Movie Network, Bright House, and Bloomberg.

Greater Los Angeles Area

• Managed content in Knowledge Management portal • Improved KM website functionality • Tracked and facilitated resolution of application defects• Revamped KM training materials for users and content administrators• Supported launch of in-vehicle telematics system by editing training materials for customer relations department• Assisted with launch of Prius Plug-In ordering website and served as department liaison with Interactive Marketing

• Business unit lead in project team for implementation of Toyota, Scion, and Lexus customer web self-service and knowledgebase software• Led creation of new management reports• Developed new processes to support tiered customer email support• Launched customer chat communication channel • Developed new on-line post email survey for Toyota, Lexus, and Scion

• Developed multi-channel contact center reports for Scion management• Reviewed and revised metrics and calculations to enhance data accuracy• Developed ad-hoc analysis to identify areas of concern for management

Torrance, Ca

• Created public FAQs for public knowledgebase• Developed and implemented crisis management processes with contact center managers and supervisors to address high-impact campaigns• System administrator for email and knowledgebase software• Prepared weekly and monthly reports for upper management

• Coordinated with field staff to manage vehicle arbitration and buybacks• Liaison between field offices and National Center for Dispute Settlement • Provided field training and consultation on customer relations, arbitration, Lemon Law, and buyback procedures• Coordinated with Legal Department to analyze “Lemon Law” claims

Los Angeles, Ca

Supported Autologous Bone Marrow Transplant program and assisted in data collection for clinical trials for patients with Stage IV brain tumors.

Bachelor Of Science (B.S.), Biopsychology

Master Of Business Administration (Mba), Marketing/Marketing Management, General

Education record

Summer study abroard session in Global Marketing