0459 252 455 | melissabrowning@gmail.com | LinkedIn Profile

MULTI-AWARD WINNING CUSTOMER SERVICE TRAILBLAZER FOR WORLD RENOWNED BRANDS Customer Lifecycle Management | Pre-Sales & Post-Sales Customer Service | Drives Loyalty & Maximises Customer Retention

TOP-PERFORMING CUSTOMER EXPERIENCE MANAGER with stellar record of success in leading teams and managing service operations, delivering exceptional results while fostering an ‘above and beyond’ mindset to maximise customer retention. Track record of consistently exceeding customer expectations, driving business growth and inventing ways to attract, delight and retain key customers.

Respected, hands-on manager who leads by example; a skilled coach and mentor who leverages strong communication skills to articulate and gain buy-in to achieve shared goals. Proven ability to influence others with diplomacy, tact and discretion and confidently converse with senior stakeholders.

Valued company resource; a take-charge leader with a passion for service excellence and the clear ability to foster customer-centric business environments.

AWARD-WINNING CUSTOMER EXPERIENCE HIGHLIGHTS

TOYOTA AWARD FOR EXCELLENCE

Silver Brand & Guest Experience – No.1 Rural Dealer Across the Region, (2015) Silver Brand & Customer Experience – No.1 Rural Dealer Across the Region, (2014) Silver Brand & Customer Experience – No.1 Rural Dealer Across the Region, (2013)

TOYOTA CE MASTER — TOP 20 CUSTOMER EXPERIENCE MANAGER NATIONALLY

GE Master – Study Trip to Singapore, Insead; The Business School for the World, (2015) CE Master – Study Trip to Chicago, Kellogg School of Management, Northwestern University, (2014) CE Master – Study Trip to Boston, Harvard University, (2013)

TOYOTA NATIONAL SKILLS COMPETITION — CUSTOMER EXPERIENCE

Regional Finalist, (2012) Regional Finalist & Winner, (2013) Winner National Champion – Crowned Best Customer Experience Manager in Australia, (2013) Customer Experience National Champion Representing Toyota Australia – Study Trip to Japan, (2014)

ADDITIONAL RECOGNITION

Toyota 5 Star Dealership Status (2013) – Achieved the Highest Possible Ranking for Customer Service Disney Institute – Study Trip to Disney Land, LA; ‘Creating & Sustaining a Culture of Excellence,’ (2014)

Customer Experience Management

High-Customer Satisfaction & Retention, Account Relationship Management,

Brand Presence & Reputation Optimisation, Customer Presentations & Negotiations,

Team Performance Optimisation Customer Experience Principles,

Service & Quality Benchmarks, Brand Promise Delivery,

Coaching & Mentoring

Key Competencies

Organisational Structure Design, Operations & Change Management, Business Development, Stakeholder Engagement, KPI Metrics Measurement, Financial Management & Reporting

Operational Leadership

Training & Compliance

Induction & Orientation Sessions, Develop, & Facilitate Workplace Training,

Compliance Audits & Quality Assurance, Legislation, Risk Identification & Mitigation,

Coordinate & Monitor Manufacturer Training

Growth & Business Transformation

Process Improvement & Redesign, Business Analysis & Planning, Gap Analysis, Culture Change & Diversity, Revenue Growth, Policies & Procedures, Contracts Management, Strategic Planning & Execution, Dispute Resolution

MELISSA BROWNING, PAGE 2

CUSTOMER EXPERIENCE LEADERSHIP EXPERIENCE

MOSMAN TOYOTA | Mosman NSW 2000–CURRENT

Market leaders in new and used vehicle sales and servicing; stock spare parts and accessories; and business and finance insurance. Feature 4 award winning multi-franchise car dealerships: Toyota, Hyundai, Land Rover and Mitsubishi.

Report to: Dealer Principal | Reports: >2 direct & 23 indirect

Recognised as a customer service champion with a track record in progressive leadership; and appointed in a multi-functional role to control the overall guest/customer experience and influence dealership operations. Maintain widespread accountability across the areas of: Guest Experience; Satisfaction and Relations; Sales Support and Registrations; Marketing; Toyota Brand Champion; Stock Control and Registrations; and Administration Support.

Selected Highlights:

CUSTOMER EXPERIENCE COMMITMENT: Direct guest and service sales operations, providing visionary

leadership—to drive service excellence, create and execute tactical plans to meet short and long-term goals.

Leverage collaborative style to deliver best-in-class service, proactively working with internal groups to address issues, remove roadblocks and resolve guest problems.

Promote best practices across the service team to move beyond basic customer satisfaction to achieve priceless customer loyalty.

Amplify the satisfaction—and value—of guests through a range of initiatives including: Customer Lifecycle Management (CLM); Guest Satisfaction programs, Customer Feedback systems. Analyse customer feedback data to develop strategies to power significant business growth and profitability.

Boosted customer satisfaction—through the application and management of complaints handling process.

OPERATIONAL EXCELLENCE & COMPLIANCE FRAMEWORK INTEGRATION: Advanced to serve as a ‘right hand’

to the Dealer Principal and play a key role in steering the functionality and success of the dealership; develop

and execute customer experience strategies; analyse existing operations and pioneer process improvements—

established performance indicators, operating goals, change initiatives, productivity improvements, cost-

reduction programs and ROI accountability.

Amplified email capture rates to >92% for customer service and sales departments—originated and implemented processes to maintain ‘first-rate’ data integrity.

Eliminated the potential for fleet incentive ‘pay backs’ and accomplished a ‘ground-breaking’ 100% compliance result in the Sales and Fleet Documentation Audit over the last 3 years—perform pre-audit checks and balances of internal sales documentation against manufacturer requirements for Toyota. Audit Manager remarked that the outstanding audit results remain a rarity in the network.

Played a key role in realising substantial Toyota For Life annual dealership incentive payments and achieved 100% compliance in Toyota for Life program since implementation in 2015—coordinate and participate in 2 audits per year of all dealership processes across Dealership, Sales & Parts in accordance with manufacturer KPIs with pass marks set for 70% in 2015 and 80% in 2016. Pioneering approach has been documented and used in Toyota Regional office as an example of best practice.Assumed additional accountabilities as Business Manager (Finance & Insurance) over 2 years.

PROCESS ENHANCEMENT: Frequently tapped to head and assist with key strategic initiatives—as

management’s go-to resource for implementation of strategic programs, led a broad range of initiatives to

ensure reliable delivery of elite customer service.

Drive guest/customer satisfaction process change across all areas of the dealership—routinely audit existing processes, systems and standards and drive process change.

Strategically manage and deliver dramatic improvements in both service and sales by communicating dealership targets and KPIs and empowering teams to meet them—report survey response data to the relevant stakeholders and implement process improvements to ensure targets and KPIs are achieved. Current figures are impressive: Toyota Sales NPS—91.7% against a target 85% and a response rate of 64.1%. Service—79.9% against a target of 71% and a response rate of 34.1% YTD. Mitsubishi sales CSI—87.5% against target 78%. Service 80% against target 71%.

MELISSA BROWNING, PAGE 3

STAKEHOLDER RELATIONS: Foster and develop high-level and long-term relations with customers, industry

stakeholders, employees, company executives, consumer groups, businesses and vendors—consistently

encourage quality feedback from customers and market demands intelligence critical for future planning and

development initiatives.

BRAND PROMISE DELIVERY & REPRESENTATION: Deliver the Mosman Toyota ‘Guest for Life’ brand promise

and ensure the philosophy is applied consistently by the team through the usage of sustainable business

processes—retain and utilise current knowledge of guest objectives, buying criteria and decision making

process.

Serve as an ambassador of the dealership and Toyota among the wider community.

TRAINING & DEVELOPMENT / SKILL GAPS ANALYSIS: Leverage existing manufacturer training pathway

programs to create training and career plans for all team members.

Build high-calibre teams; cultivate empowering work environments and reward top-notch performance—conduct employee induction process, training and mentoring to ensure that Guest Satisfaction processes and culture are established from the outset.

Promote participation in training—Sales Society, Skills Contest programs to dealership staff.

Coordinate, schedule and monitor staff training aligned with manufacturer requirements and guidelines.

QUALIFICATIONS, PROFESSIONAL DEVELOPMENT & TECHNOLOGY

Certificate IV Frontline Management, Australian Institute of Management, Canberra ACT (1 Module to Complete)

NADA Convention & Expo, National Automobile Dealers Association, Las Vegas

Negotiation Skills | Develop Teams and Individuals | Dealing with Difficult Situations

Customer Experience Management – Strategic | Recruitment, Selection and Induction | Leading Teams

Customer Experience Management | Financial Management Foundations | Customer Experience Program Training

Certificate of Accreditation; National Consumer Credit Protection Act 2009

Introducers and Credit Related Legislative Obligations, Toyota Institute Australia

Technology: Microsoft Office (Word, Excel, PowerPoint, Publisher, Outlook); TUNE/REVOLUTION; ERA & ERAnet

ENDORSEMENTS & RECOGNITION

“Melissa, CONGRATULATIONS! I could not think of a more deserving winner of the Customer Experience Manager category of National Skills. I am so sorry that I was not there to congratulate you in person. I have always admired your strong passion for what you do and your genuine concern for the customer. I look forward to catching up one

day and raising a glass in celebration,” Dave Buttner, President, Toyota Australia.

“Melissa, I know how passionate you are and you are doing a fantastic job,” Frank Grima, Managing Director, Mosman Toyota.

“Whatever comes your way, I know you will conquer. With your passion, dedication & energy, you will succeed anywhere…You are so supportive and just such an encouragement for us. I was just saying to Carls that when we’re feeling defeated, we should just call you for an injection of sunshine…Thank YOU for being a ball of energy, so much fun, inspirational and such an ambassador for our brand and guests,” Hannah Joseph, Manager - Guest Experience

Manager, Toyota National Marketing.

“I really aspire to get this place running the same way Mosman runs as far as GE goes, but you’ve been a secret idol of mine since we first met when I started, and the work you have done for Mosman Toyota has been amazing,” Anna

Golburg, Guest Experience Manager, Mosman Toyota, Para Hills.

“Thanks for all the amazing words of wisdom over the years. You are such an inspirational woman,” Rachael Donut

Guest Experience Manager, Jacobs Toyota.

“I am sure you will do amazing at anything you do; you’re so passionate and a very inspiring person,” Tanya Samsung, Guest Experience Manager, Cornes Toyota.