Nissan Motor Co., Ltd.Regional Senior Supervisor of Executive/Parts/Escalation Teams
Sep. 2002 - Mar. 2004• Effectively coached and developed over 12 Consumer Affairs (CA) agents to increase brand value through a group customer retention average of 36% (31% department average)
• Coordinated monthly collaboration meetings between CA and Parts Supply management to review current trends impacting operations, develop action plans for critical customer parts concerns, and brainstorm ideas on how to increase communication between both departments
• Managed and resolved high profile customer situations on behalf of Nissan/Infiniti Executive Operations
• Implemented new escalated call procedure that increased return call response time from 24-48 hours to 4-8 business hours
• Created new department position to efficiently communicate concerns between Parts Supply and Consumer Affairs in order to avert vehicle repurchases and decrease company legal liability