Lauren March
Murfreesboro,TN
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Skilled in maintaining customer satisfaction and contributing to the company's success. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Planner, Arbitrations
Nissan North America, Inc.
Murfreesboro, TN
10.2024 - Current
- Preview Consumer Affairs CBB requests to ensure only high-risk requests are submitted to DRT for review.
- Communicate CBB denial decisions that are not agreeable to DRT management staff.
- Responsible for ensuring the CBB denial cases are closed with quality solutions for both the consumer and Nissan.
- Mentoring Regional Consumer Affairs agents to aid in the continuous improvement of quality case handling.
Customer Experience Analyst
Nissan North America, Inc.
Irving, USA
08.2023 - Current
- Serves as a point of contact to the DOMs/FOMs field staff to answer questions related to customer experience and satisfaction
- Analyzes and complies data related to KPI metrics and other national reports to provide to the field staff to distribute to the dealers
- Effectively monitors dealership staff certification timelines and communicates deadlines
- Works with the field staff to resolve social media escalations from customers
Arbitration Specialist 2
Nissan North America, Inc.
Murfreesboro, USA
04.2023 - 08.2023
- Evaluates incoming cases from attorneys, regulatory agencies, and Nissan staff in reference to alleged Lemon Law and Breach of Warranty issues
- Collects and closely analyzes warranty and non-warranty data to mitigate potential risks to the Nissan and/or Infiniti Brands
- Effectively negotiates settlements and repurchases directly with attorneys and third-party agencies personnel through strong verbal and written communication
- Calculates voluntary and mandated vehicle repurchases/replacements within given time frame requirements of each state to prevent financial penalties to Nissan North America, Inc
Arbitration Specialist 1
Nissan North America, Inc.
Murfreesboro, USA
11.2018 - 04.2023
- Responds to issues associated with the mediation and arbitration function, serves as a resource for Nissan staff regarding state lemon laws
- Resolves lemon law claims including third party contacts
- Negotiates issues with the consumer and consumer agencies including investigating issues, documenting concerns, and resolving customer disputes
- Evaluates incoming cases from the BBB Auto line, regulatory agencies, attorneys, dealerships and consumers in reference to alleged Lemon Law and Breach of Warranty issues
- Presents strong and compelling arguments at BBB Auto line arbitration hearings to represent and defend Nissan North America, Inc in lemon law and breach of warranty cases
- Processes voluntary and mandated repurchases/replacements within mandatory time frame requirements of each state to prevent financial penalties
Regional Consumer Affairs Specialist
Nissan North America, Inc.
Murfreesboro, USA
02.2017 - 11.2018
- Processed and documented inbound calls from customers with inquiries including: products, services, and sales
- Worked closely with Field Operation Managers, District Operation Managers and Retailers to ensure overall satisfaction of Infiniti clients
- Conducted customer follow-ups throughout the duration of case handling to maintain communication and inform them of decisions rendered regarding their requests for financial decision
- Provided support to customer inquiries received via email and chat interactions
Education
Bachelor of Science - Community and Public Health
Middle Tennessee State University
Murfreesboro, TN05.2013
Skills
- Customer Service
- Collaborative Team Player
- Verbal and Written Communication
- Organizational Skills
- Multitasking and Prioritization
- Positive and Upbeat
Timeline
Planner, Arbitrations
Nissan North America, Inc.
10.2024 - Current
Customer Experience Analyst
Nissan North America, Inc.
08.2023 - Current
Arbitration Specialist 2
Nissan North America, Inc.
04.2023 - 08.2023
Arbitration Specialist 1
Nissan North America, Inc.
11.2018 - 04.2023
Regional Consumer Affairs Specialist
Nissan North America, Inc.
02.2017 - 11.2018
Bachelor of Science - Community and Public Health
Middle Tennessee State University
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