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Work Background
Toyota North AmericaRegion Customer Service Operations Manager
Jul. 2020 - Mar. 2023New York City Metropolitan AreaFixed Operations Division Executive responsible for parts sales, service marketing, customer retention, and technical training services in the New York, New Jersey, and Connecticut regional market.
Toyota North AmericaNational Sales and Production Planning Manager
Apr. 2020 - Jul. 2020Plano, Texas, United StatesResponsible for managing all aspects of regional allocation and production reporting for 10 regional offices.
Toyota North AmericaNational Franchise Manager | Retail Market Development
Jul. 2019 - Mar. 2020Plano, Texas, United StatesFranchise renewal manager responsible for writing, reviewing and approving franchise agreements for 4 regional offices.
Toyota North AmericaRegion Vehicle Field Sales Manager
Aug. 2018 - Jun. 2019Baltimore, Maryland AreaManaged a team of ten District Sales Managers with the core responsibility of obtaining dealership new vehicle sales objectives in the Central Atlantic Region. The five state region includes Delaware, Maryland, Pennsylvania, Virginia and West Virginia.
Toyota North AmericaRegion Vehicle Supply & Demand Manager
Jul. 2015 - Jul. 2018Baltimore, MarylandManaged the entire vehicle supply chain within the Central Atlantic region territory. Responsible for all aspects of the ordering, allocating and delivering of new Toyota vehicles in a five state area that includes Philadelphia, Washington, D.C. and Baltimore. Additionally, encompassed retail, fleet, Toyota Rent a Car and all Toyota company car programs. Communicated with management and dealers to maximize sales and profits through review of economic market conditions, seasonal sales trends, competitive sales results, and interfaced with dealership sales management.
Toyota USADistrict Sales & Marketing Manager
Dec. 2007 - Jul. 2015Washington D.C. Metro AreaDeveloped, executed, and managed comprehensive marketing plans encompassing integrated marketing initiatives designed to enhance Toyota’s presence in the marketplace. Oversaw 11 Toyota franchises throughout the Washington D.C. Metro area. Previous districts included Virginia Tidewater Metro and Richmond/Southwest Virginia. Developed strategic marketing, communications and incentive/wholesale programs with an objective to grow sales and market share, while increasing franchise profitability.
Toyota USAScion Sales & Marketing Manager
Dec. 2006 - Dec. 2007Greater Philadelphia AreaCommunicated and administered the Scion business model, procedures and philosophies with 47 Scion franchises in the Philadelphia and Washington D.C. metro markets. Partnered with the dealership’s Scion Champions and General Managers to create viable sales and advertising strategies that maintained brand integrity. Mentored dealership personnel in creating an OEM and aftermarket accessory sales plan in order to increase profitability and customer retention. Created and executed dealer specific grassroots marketing efforts to build and sustain brand awareness utilizing brand assets and managing a regional budget.
Toyota USADistrict Service & Parts Marketing Manager
Oct. 2004 - Nov. 2006Greater Pittsburgh AreaResponsible for all service and parts marketing and customer service initiatives for Toyota franchises throughout the Pittsburgh, PA and Virginia Tidewater metro areas. Created and launched various direct mail and integrated marketing campaigns targeting an array of demographics. Interacted closely with advertising agencies to develop creative literature to drive customer traffic to Toyota service facilities. Responsible for overseeing all customer service complaints and worked daily with Toyota Customer Relations, acting as final decision maker in the concern resolution process. Responsible for process improvement initiatives at target franchises in order to improve dealership Fixed Operations business.
Toyota & Lexus Financial ServicesDealer Credit Analyst
Jul. 2002 - Oct. 2004Greater Nashville Area, TNAnalyzed and offered decisions on retail and lease offerings from Toyota and Lexus dealerships, using consumer credit files. Reevaluated applications as necessary and maintained purchase quality within established guidelines. Trained
and supervised a staff of 4 Credit Investigators and Discounters to ensure accuracy and continuity of service. Prepared and investigated dealer credit packages for new and existing wholesale credit lines. Packages would include requests for capital loans, mortgage loans, and new/pre-‐owned vehicle floor plan. Prepared credit approval summaries on dealership’s financial position and future business outlook. Managed all phases of the auditing process of current accounts including, but not limited to, training, follow-‐up, reviewing results with management. Supervised and reviewed the daily activities of 1 wholesale clerk.
Toyota Commercial Finance DivisionRemarketing Administrator
Jun. 2001 - Jul. 2002Torrance, CAAdministered a portfolio of matured commercial lease accounts by contacting dealers and resolving accounts using several options, including: dealer or customer purchase, lease extension/re-‐contract or equipment returned to Toyota Financial for disposal. Successfully limited Toyota’s loss exposure by maintaining close follow-‐up on dealer and customer activities and resolving situations in a timely manner. Solicited bids and sold equipment in closed auctions to the highest acceptable bidder in order to limit financial loss to Toyota.
Toyota & Lexus Financial ServicesTeam Leader
Mar. 1998 - Jun. 2001Greater Nashville Area, TNSupervised daily activities of 11 clerks in the Lease Retention department. Reviewed inventory daily to ensure timely processing and disposal of Toyota and Lexus vehicles at sales. Resolved escalated customer service issues to ensure customer retention while limiting Toyota’s financial losses on returned vehicles. Wrote and administered annual reviews to associates while providing continual feedback on performance during the year.
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