AYUMI SUENAGA
Greater Chicago Area,USA
Summary
Seasoned automotive industry professional with a proven track record of delivering exceptional customer service, enhancing retention, and fostering brand loyalty. Expertise in cultivating strong dealer relationships and adept in vendor and project management, demonstrating a commitment to continuous process improvement. Achieved success in training and developing individuals and large teams, leveraging insights from SSI and CSI results to create actionable improvement plans. Proficient in strategic planning, resource allocation, and risk management, utilizing analytical skills to anticipate project needs and optimize processes for impactful outcomes.
Overview
22
22
years of professional experience
1
1
Certification
Work History
District Marketing Manager, Aftersales
Hyundai Motor America, Inc.
Oak Brook Terrace, Illinois
01.2022 - Current
- Responsible for the parts, accessories, and service sales of Cleveland, Ohio, and St. Louis, Missouri metro markets
- Improve YoY parts and accessories sales for the districts
- Significant increase in Customer Satisfaction scores for the district
- Partner strategically with Hyundai vendors: DealerTire, Epsilon, Shell, and Sunbit to increase parts and service sales
- Developed and executed integrated marketing campaigns to enhance brand visibility and engagement.
- Analyzed market trends and consumer insights to inform strategic decision-making processes.
Senior Manager, National Customer Operations
Hyundai Motor America, Inc.
Fountain Valley, California
01.2017 - 01.2022
- Operated both Hyundai and Genesis Customer Case Management Center. This team handles high-risk cases ranging from social media crises, product liability allegations, lemon law, and breach of warranty claims.
- Improve product liability case handling time by an average of 20 days YoY by establishing and then enforcing tighter service levels for case managers, vehicle inspectors, report generation, and legal department review
- Manage Hyundai’s Hydrogen Fuel Cell Vehicle Services and dealer customer handling training
- Facilitate the development of the internal team’s predictive analytics designed to identify and proactively reach out to customers at high risk for customer dissatisfaction
- Design customer satisfaction training curriculum for both in-person and virtual classroom
Global Operations Manager, Customer Service
Fisker Automotive, Inc.,
Anaheim, California
01.2012 - 01.2013
- Managed Fisker Automotive’s Uncompromised 24/7 Customer Contact Centers. The startup company’s advanced plug-in hybrid technology combined pure driving passion with ecologically responsible and sustainable luxury.
- Implemented 3 global contact centers and served as main contact for all operational issues related to customer service and training.
- Developed and conducted internal training and performance metrics to improve employees’ knowledge of company products.
- Managed a global $1.5M annual operating budget.
- Analyzed market data and developed on-going customer outreach programs in consultation with Digital Marketing Manager.
- Modified the SAP CRM system for TREAD regulatory compliance.
Operations Manager, Vehicle Re-Acquisition and Administration
Hyundai Motor America, Inc.
Fountain Valley, California
01.2014 - 01.2017
- Managed Hyundai’s vehicle re-acquisition program
- Performed post lemon law case management review
- Measured effectiveness of outsourced arbitration services by reviewing and evaluating recorded arbitration hearings
- Implemented reacquired vehicle services program for lemon law and recall vehicle repurchases
- Streamlined operational workflows to enhance productivity and reduce delays.
- Implemented process improvements that increased efficiency in daily operations.
Senior Planner, Customer Service Contract Operations
Nissan North America, Inc.
Amherst, Ohio
01.2012
- Managed on-site operations of the customer contact center for Nissan’s premium brand, Infiniti Division.
- Coordinated in the implementation of a new Salesforce CRM system.
- Managed KPIs including Voice of Customer (VOC) surveys, Average Handle Time (AHT), Average Days to Close case handling and 90/20 Service Levels.
- Analyzed vendor’s compliance against the contractual Statement of Work (SOW).
- Forecasted call volume and ensured adequate staffing based on projected call volume.
- Established and implemented key standard operating procedures and policies to increase agent performance.
- Facilitated an intensive 3-week Train-the-Trainer program which included international trainers.
Supervisor, Pre-Litigation Mediation Dept.
Nissan North America, Inc.
Nashville, Tennessee
01.2004 - 01.2011
- Represented and defended the company at third-party and various state Attorney General arbitration hearings.
- Evaluated pre-litigation Lemon Law, breach of warranty, deceptive trade practices, and product liability claims for state and federal compliance.
- Retained an average of 44.3% of customers even in pre-litigation.
- Managed a customer satisfaction vehicle buyback project involving more than 3,000 participants.
- Coordinated with customers, dealers, technical engineers, internal and external legal counsel to resolve customer concerns early in the process to prevent further escalation.
Education
Masters of Business Administration -
University of La Verne
La Verne, CABachelor of Arts - Business Administration
Whittier College
Whittier, CASkills
- Training Development and Instruction
- Performance Measurement Implementation
- Salesforce and Siebel CRM Development
- Kaizen Continuous Process Improvement
- Vendor and Project Management
- Strategic Communications
- Automotive Company Operations
- Departmental Financial Management
- Lemon Law / Breach of Warranty Defense
Certification
- Member, Society of Consumer Affairs Professionals International–Auto Manufacturers Steering Committee
- Member, International Association of Lemon Law Administrators
- Club President, Toastmasters International
- Founding Chapter Member, P.E.O. International
- Volunteer, Seal Beach Animal Care Center
- Volunteer, Habitat for Humanity
Timeline
District Marketing Manager, Aftersales
Hyundai Motor America, Inc.
01.2022 - Current
Senior Manager, National Customer Operations
Hyundai Motor America, Inc.
01.2017 - 01.2022
Operations Manager, Vehicle Re-Acquisition and Administration
Hyundai Motor America, Inc.
01.2014 - 01.2017
Global Operations Manager, Customer Service
Fisker Automotive, Inc.,
01.2012 - 01.2013
Senior Planner, Customer Service Contract Operations
Nissan North America, Inc.
01.2012
Supervisor, Pre-Litigation Mediation Dept.
Nissan North America, Inc.
01.2004 - 01.2011
Bachelor of Arts - Business Administration
Whittier College
Masters of Business Administration -
University of La Verne