OCTOBER 28-30 / BELLAGIO LAS VEGAS
National Manager, Customer & Dealer Experience
Toyota Financial Services
Carrie McNamara is national manager of customer & dealer experience for Toyota Financial Services (TFS). In this role, which she has held since December 2018, McNamara oversees the customer and dealer servicing strategy team, and directs the interaction strategy and execution for customer service and insurance servicing. She also oversees the team that handles complaints elevated to the executive-level, as well as complaint management tracking, reporting, trending, and process improvement. McNamara reports to Kimberly Cockrell, general Manager, corporate customer service center operations.
Prior to her current position, McNamara served as national manager, credit reporting & service operations compliance. During this time, she acted as the key interface to internal/external partners, and developed, managed, and oversaw the execution of the compliance management system for service operations and credit reporting.
McNamara joined TFS in January 2001, as a customer retention/loyalty advisor. She has since held a variety of roles, including customer service manager, vendor/supplier relationship manager, performance excellence quality manager, sales operations manager, and service operations planning & support manager.
McNamara was a 1st Place North American Finalist in the Kaizen Coach Certification Project, focusing on the improvement of customer satisfaction and the reduction of operating costs. She is a member of Linkage’s Women in Leadership, possesses a National Auto Finance Compliance Certification, and was a Toyota mentor for small businesses.
McNamara earned her Bachelor of Science degree in Education and Wellness from Northern Arizona University in Flagstaff, Arizona. In her spare time, she rescues and fosters Pointer dogs.