Sally Clausen
Denton,TX
Summary
Objective: Dedicated product analyst professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
30
30
years of professional experience
Work History
Voluntary Protection Products Analyst
Toyota Financial Services
Plano , TX
07.2021 - Current
- Worked with development team to define and implement customer change requests to enhance product functionality.
- Supported development team in generation of technical requirements and product documentation to achieve process commonality.
- Collaborated with internal team members and customer representatives to clarify relationship of business and project goals and obtain enhanced perspective of development process.
- Evaluated Vehicle Service Agreement (VSA) application products and recommended revisions to improve functionality/compliance.
- Collected sales data using various research methods to broaden results and provided to field sales team.
- Improved operations through consistent hard work and dedication.
Administration Specialist
Toyota Financial Services
Cedar Rapids, IA
08.2009 - 07.2021
- Answer inbound assist calls from team members and field staff for questions regarding agreements, applications and customer/dealer call escalations.
- Analyze and manage error reports for Vehicle Service Agreements (VSA), Prepaid Maintenance (PPM) and Excessive Wear and Use (EWU) to determine if errors can be approved.
- This requires networking between dealers, field staff and corporate departments of various levels including business technology systems.
- Analyze Penalty reports for VSA and EWU, cancellations for penalty payments and coaching opportunities to peers.
- Test new systems when implementing new products and/or functions.
Customer Service
Toyota Motor Credit Corporation
Cedar Rapids, IA
04.2007 - 08.2009
- Analyzed dealer list of customers who were within two weeks of lease maturity to assist with lease end process.
- Secured collateral when necessary on over mature lease vehicles.
- Collected excessive wear and use charges and other fees due at lease end.
- Handled lease end customers in fast-paced call center setting in coordination with solid team of 25 customer service associates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Insurance- Operations Specialist
Toyota Financial Services
Cedar Rapids, IA
04.1994 - 03.2009
- Answered inbound dealer and customer calls regarding VSA, PPM and GAP agreements.
- Entered and approved VSA, PPM and GAP applications, cancellations and processed error reports.
- Analyzed VSA and GAP claim information and authorized or denied claims based on claim details.
- Assisted various departments with change by communicating new improvement plans and expectations
Education
Associate of Science: Business Degree -
University of Dubuque
Dubuque, IA05.2019
Associate of Applied Science Degree - Automotive Technology
Kirkwood Community College
Cedar Rapids, IA05.1993
Skills
- Critical thinking, decision making and problem solving skills
- Tact for diplomacy to help resolve conflict at customer and peer levels
- Ability to effectively multi task to make significant impacts towards success
- Proficient in product knowledge
Timeline
Voluntary Protection Products Analyst
Toyota Financial Services
07.2021 - Current
Administration Specialist
Toyota Financial Services
08.2009 - 07.2021
Customer Service
Toyota Motor Credit Corporation
04.2007 - 08.2009
Insurance- Operations Specialist
Toyota Financial Services
04.1994 - 03.2009
Associate of Science: Business Degree -
University of Dubuque
Associate of Applied Science Degree - Automotive Technology
Kirkwood Community College
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