Laura Heyn Email & Phone Number

California, United States

El Segundo, Ca

Design and implement strategic solutions in the Loyalty, Motivation, Events, Incentive, Recognition, and Engagement Marketing space to aide global clients in elevating performance through their people, partners, and consumers. Provide value to clients through thought leadership, data analysis, and insightful end to end analytics while providing exceptional customer service and business impact.

Torrance, California

Integral in the successful launch of the ToyotaCare program which increased Toyota's vehicle repurchase rate by 12 percentage points and increased Service Customer Retention by 14 percentage points in the second year of ownership. Developed and implemented the marketing strategy and brand management for the ToyotaCare and Scion Service Boost no cost maintenance plans. Proposed and managed new marketing campaigns to promote the brand, and increase sales and retention. Worked with dealers and… Show more Integral in the successful launch of the ToyotaCare program which increased Toyota's vehicle repurchase rate by 12 percentage points and increased Service Customer Retention by 14 percentage points in the second year of ownership. Developed and implemented the marketing strategy and brand management for the ToyotaCare and Scion Service Boost no cost maintenance plans. Proposed and managed new marketing campaigns to promote the brand, and increase sales and retention. Worked with dealers and regions to establish best practices to improve customer retention. Developed web based training for regional and dealer personnel to support and increase retention. Created, launched and managed multiple reporting tools including an online, interactive CRM tool. Managed multiple business partner relationships. Managed the ToyotaCare budget and consistently identified costs savings initiatives, including implementing processes that saved over $1MM annually.Awarded BR GEM for ToyotaCare Communications and Start-up Procedures. Show less

Torrance, California

Negotiated with supplier management to ensure maximum recovery of warranty claims. Coordinated with Buyers and Product Quality to review, report, and resolve vendor performance inconsistencies or non-compliance to policies and contractual obligations.Awards:BR GEM: Supplier enhancements resulting in $2MM recovery annually to Toyota. BR GEM: Process Improvement Enhancements

Torrance, California

Managed escalated customer concerns and counseled team members on appropriate business decisions. Analyzed reports for 16 contact center representatives. Provided regular feedback and suggestions for improvement. Facilitated weekly meetings and new hire training.Significant Accomplishments:Team customer satisfaction increased to 93.9 in December 2007 compared to 79.2 PYTD. In addition, increased customer satisfaction in November 2007 to 94.0 from 89.6 PYTD as per results from the… Show more Managed escalated customer concerns and counseled team members on appropriate business decisions. Analyzed reports for 16 contact center representatives. Provided regular feedback and suggestions for improvement. Facilitated weekly meetings and new hire training.Significant Accomplishments:Team customer satisfaction increased to 93.9 in December 2007 compared to 79.2 PYTD. In addition, increased customer satisfaction in November 2007 to 94.0 from 89.6 PYTD as per results from the After Contact Survey Portal. Team exceeded the 90% punctuality objective in December 2007. Show less

Torrance, California

Acting Team Supervisor:Managed escalated customer concerns and counseled team members on appropriate business decisions. Provided regular feedback and suggestions for improvement. Buy Back & Arbitration Specialist:Supported the Lexus Area Offices with knowledge in State Lemon Laws, NCDS, and Lexus Headquarters policies and procedures.Awards:BR GEM: Completed Buy Back/Arbitration back logged appeals.BR GEM: Expedited special project cases in the Buy… Show more Acting Team Supervisor:Managed escalated customer concerns and counseled team members on appropriate business decisions. Provided regular feedback and suggestions for improvement. Buy Back & Arbitration Specialist:Supported the Lexus Area Offices with knowledge in State Lemon Laws, NCDS, and Lexus Headquarters policies and procedures.Awards:BR GEM: Completed Buy Back/Arbitration back logged appeals.BR GEM: Expedited special project cases in the Buy Back/Arbitration Department.BR GEM: Increased value to internal/external customers. Show less

Redondo Beach, California

Called on Teachers and Administrators in my designated territory. Planned, set up and organized fundraisers to help schools and groups raise money.Significant Accomplishments:Nationwide leader in sales among first year representatives.Doubled school fundraising efforts in first year of sales.

Torrance, California

Responsible for key account relationship management and ongoing business development. Hired, trained and managed a team of 35 representatives and a fleet of 2,200 vehicles. Managed the fleet mix, business mix, marketing, and accounts receivables. Monitored the Per Unit Analysis and implemented new procedures, resulting in lower expenses. Awards:Impact Branch ManagerImpact Player of the MonthCustomer Service MVPCorporate Account MVP

Bachelor Of Arts (B.A.), Psychology

Activities and Societies: Member of Psi Chi: National Honor Society in Psychology, Internship: Life Quality Assessment Project.

Associate Of Arts (Aa), Liberal Arts And Sciences, General Studies And Humanities

Activities and Societies: Internship: Santa Barbara Helpline