James Owen: Specialist, Field Operations in Temecula, CA

• Manage relationships with several vendors and execute improvements to service processes and materials implemented by all Mazda dealerships in the United States of America • Conduct analysis of parts sales penetration rates related to vehicle service visits and report to upper management • Monitor inventory of service materials and facilitate funding, production and fulfillment • Support region operations and district management relating to service and parts operations

• Worked with a variety of vendors from development to production on Sales Tools: Accessory Brochures, Accessory Sell Sheets, Accessory Information Books, Accessory Online eCatalog • Reported analytics for several channels, tracking performance and KPIs • Responsible for departments G&A and Program budgets to include: fiscal year submission, purchase order development, invoice processing, tracking spend and accruals • Vendor contract processing • Acquired administrative responsibilities for Parts Sales & Marketing • Performed industry benchmark studies/analysis and participation in roundtable discussions with other OEMs • Cross functional collaboration and communication across the organization

• Coordinated the resolution of automotive part claims and returns for dealers facing Parts Distribution Centers (PDCs) in the Southeast, Midwest and Gulf regions • Responded to time sensitive dealer calls and emails relating to claims and returns processes and credit inquiries, ensuring timely resolution and dealer payments • Lead weekly conference calls with individual PDCs and provided agendas summarizing aging claims and pending dealer inquires to be negotiated for final resolution • Generated and distributed daily report of open claims to MNAO upper management and entire PDC network • Maintained database of special pack part orders, tracking transportation and packaging methods for future reference of best practices • Analyzed claims data and conducted root cause analysis for process improvement opportunities • Facilitated new in-house transportation damage claims process to improve dealer experience

• Worked closely with Service Field Operations team, reported to Service Business Development manager on a weekly basis, communicated with District Service Managers and Fixed Operations • Responsible for researching the overall effectiveness of Mazda's current service process, designed system to collect and analyze national process activity data • Conducted on-site observations at Mazda and competitive service facilities, performed comparative analysis between Mazda and competitive make • Detected opportunities for improving overall customer satisfaction, service retention, and profitability • Presented findings and recommendations to the MNAO executive team

• Traveled to rental car companies throughout the Greater Los Angeles area • Communicated with associates to detect required inventory • Created Microsoft Excel spreadsheets showing inventory detail and placement

• Greeted members and guests at arrival and provided a terrific customer experience • Responsible for detailing, staging, and arranging golf cart fleet throughout the day • Maintained driving range and managed total ball inventory available to customers • Handled all aspects of closing down golf course including station checks, golf bag storage, and locking gates