Kim Duran Email and Phone Number

• Plan and develop ad hoc surveys • Support needs across departments, including analysis of Voice of the Customer data and by Region• Analyze and interpret data and historical trends; driving effective and actionable business decisions• Work with Regions to create and execute Dealer Employee Engagement Survey Program• Analyze and interpret Dealer Employee Engagement Survey responses and provide report to Region to work with dealers• Work with internal team to support the Regions/Dealers with the Toyota Service Technology, Express Maintenance and ToyotaCare Programs• Work with external vendors to implements changes/enhancements to survey dashboard• Prepare NADIA (North America Distributor… dashboard for executive• Analyze and create reports for President’s Award program• Prepare monthly, simi-annual and annual reports, such as survey, impact and other core reports.• Support ad hoc survey projects as requested

• Quickly and efficiently troubleshoot both simple and complex issues, recommending solutions and/or alternatives, and perform or coordinate resolution• Analyze existing business rules and system processes to ensure all processes are in compliance with government/mandated policies and privacy requirements and provide recommendations to improve the process.• Determine effective strategies to respond to customer data list request from Enterprise end-users in compliance with government/mandated policies and privacy requirements.• Ensure all necessary operational processes and procedures are carried out with a high level of attention to detail, expediency and on-time delivery. Identify areas for process/efficiency improvements, and assist in overseeing implementation.• Identify, respond to, develop and implement resolution strategies resulting from root-cause analysis activities.• Act as liaison between business areas and IT to communicate business requirements; coordinate project development activities; conduct system testing and prioritize Customer Information Management System department’s enhancement, while managing relationships, timelines, budget and expectation.• External Business Partners Management - Have the authority to decide how data file modifications should be implemented and communicated to the Data Optimization business partner.• Manage Relationship with external business partner on Data Cleansing • Perform Monthly, Simi-Annual and Annual Data Quality Audits of customers and vehicle data within TMS as well as with external business partners.• Data Quality – When data issues are identified, research root cause and develop an action plan to resolve and mitigate reoccurrence.• Support dealers and Regions on Service Opportunity Access for Retention (SOAR) system.

• Playing a key role in representing the Retail Application on the project team and successfully implemented the UCM (Universal Customer Master) project. • Participate in CAP (Contract Acquisition Project) in representing Retail Application and provide discounting functionality as well as all the mapping fields required to book a contract into the Retail System. • Participate in Consumer Lending Project (replacement of receivable systems) and develop detailed requirements and gap definitions.• Initiate/prepare topic summary on topic documents received from business partner.• Analyze current functionality of the new test system delivered by the business partner how payments, adjustments, accrual impact of the General Ledger.• Lead and participate in creating the functionality and mapping of the General Ledger accounts for the opening of the Phoenix, Western, and Eastern Customer Service Center.• Analyze the business requirements and develop detailed systems requirements, clearly stating the project scope, current process and proposed solutions with appropriate recommendations.• Assist in the creation of project plans that identify the roles and responsibilities for team members and obtain consensus of all team members.• Participate in the review of the system design strategy. Provide feedback to management.• Lead in the definition of the test plan/scenarios, working with User representatives. When system is ready for User testing, Systems Development executes test criteria and documents all findings.• Liaison between technical staff and business users.• Provide production support on assigned Toyota Finance Services application systems.• Created the Asset Backed Securities requirements and executed testing for the allocation, sale, contra entries and reporting of the sold Retail Receivables.• Review requirements, design document, test plans, test cases, user acceptance testing, implementation plans and post implementations.