Clarice Miller

Dispute Resolution

• Created and launched an instructor-led course recognized by the University of Toyota called Repair Order Writing 101. This course encompassed training on Toyota's Fix it Right the First Time, R0 documentation, and warranty policy and procedures.
• Worked with dealership personnel to educate them on BBB and lemon law guidelines to decrease the number of arbitration cases. Trained approximately 900 dealer associates annually, including General Managers, Service Managers, CR managers, Technicians, and Warranty Administrators.
• Prepared for, facilitated, and attended all New Jersey, New York, and Connecticut Attorney General State Arbitrations and BBB hearings. I represented Toyota Motor North America In approximately 70 cases annually, resulting in 95% of these cases being awarded to Toyota.
• Coordinated vehicle repairs and vehicle dispositions
• Coordinated all Product Liability inspections for Field Technical Specialist

Customer Retention

• Solely manage and close all general dealer complaint cases throughout the year. Assist with approximately 6,000 cases annually. 2022 emphasized aged cases by sending out biweekly reports to all field representatives. The region saw a 34% reduction in cases over 20 days old.
• Conduct internal training for field teams, management trainees, and interns on Toyota's TLE Retention, Guest Experience, and Customer Experience Platform.
• Consulted with dealers performing in the bottom 10% of the regional office, observing dealer processes and providing recommendations to improve customer satisfaction scores/ customer retention. Addressed areas of opportunities such as BDC operations and utilization of TLE ( retention) special opcodes to increase customer satisfaction performance within their respective PMA ( Primary Market Area)
• Focused on dealership customer relations managers to increase certified customer relations managers. In 2022, my focus yielded a 12% increase in certified dedicated customer relations managers.

Customer Relations Director Hudson Toyota, Hudson Nissan, and Hudson Chrysler Dodge Jeep 2004-2014

• Managed Sales Delivery Team ( approximately eight to ten employees), Customer Relations Department ( Three employees), and Receptionist Department ( six employees)
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Developed new employees and ongoing performance assessment of current employee's customer satisfaction scores
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Managed customer relations on an ongoing basis to maximize customer retention.
• Created customer support strategies to increase customer retention.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Used consultative techniques to understand customer needs and make strategic referrals to management.
• Responsible for establishing community relationships through organizing sponsored events and volunteer programs.
• Organized and facilitated New Owner Events Monthly

Business Development Manager - Fixed op's 2012 to 2014

• Successfully managed and mentored eight employees for three dealerships.
• Oversee day-to-day business of the business development center.
• Provided ongoing support and training to the Business development representatives to help the team understand and achieve the dealership goals
• Ran daily/ weekly/monthly reports and track results
• Worked closely with executive and department managers to develop appointment-setting strategies to increase customer retention.
• Managed online service scheduler
• Worked with a marketing company to create campaigns to drive business and track results.