While supervising Service Consultants and Service Consultants-in-training, my responsibilities include achieving Retail Service department goals. Specifically, as Service Manager, I have proven success in maintaining or exceeding my monthly Retail labor goals, Customer Satisfaction surveys and Associate engagement scores. Principle Duties And Responsibilities:• Ensure that Service team meets and greets all customers in a prompt and courteous manner. • Continually observe and mentor the Service team to enforce good habits, and to ensure “Exceptional Customer Service” at all times.• Track Retail Service Labor Revenue and Customer Satisfaction on a daily basis. Promote an environment of friendly competition so that all Service Consultants will compete to be the best• Act as the Escalation Point of Contact in Service Operations and handle all customer concerns in a quick, efficient, and friendly manner. Be proactive and anticipate potential customer issues before they seek assistance from senior management.• Process and track all CarMax Extended Service Plan claims• Ensure that Service drive aisle and write-up area is kept organized, clean of trash, and vehicles are cleared at all times throughout the day• Be available to assist and mentor Service Consultants during peak delivery time, greeting customers and ensuring that all aspects of a proper delivery are completed (e.g. explanation of repairs, answer questions, etc.)• Work one-on-one with individual Service Consultants to assist with customer service or upsell opportunities• Ensure that Service department is properly staffed at all positions at all times• Participate and endorse all CarMax Training initiatives.• Ensure the successful career development of the members of my team through regular file reviews and observations, Performance Management and the Merit Review Process.• Review monthly Labor Operations Usage, Technician efficiency and capacity planning

• Customer Service Driver - Led Internal and External Customer Service team that tracked external customer surveys and promoted teamwork among all departments in the store; performed appraisals of customer vehicles and personally delivered my appraisals at a rate above store average to promote the customer contact (touch point) and help train the Sales Consultants.• Mentor and Coach - Used monthly Mentor meetings to monitor my Buyer team’s performance. Gave immediate and effective feedback to encourage or improve behaviors based on individual development plans. Observed and coached Sales Consultants on proper execution of Professional Selling Principles.• Inventory Manager - Attended offsite auctions and used market research and store data to purchase used vehicles for inventory; organized successful wholesale dealer auctions that entailed acquiring wholesale inventory from multiple sites; staging the inventory; maintained accurate inventory reports; issued marketing and promotion of the upcoming sale to wholesale dealers; and handled troubleshooting for any and every issue the day of the sale.• Sales Driver – As Wholesale Auction Coordinator, helped organize CarMax wholesale auction and increase Dealer attendance through one-on-one marketing efforts in person and by phone.• Community Service Involvement – 2009-Boys and Girls’ Club Field Day (Ray Warren Homes, Greensboro NC). Volunteered at Second Harvest Food Bank in 2010. Participated in Habitat for Humanity Build in 2011. Big Brothers/Big Sisters of Winston-Salem (NC) Summer Picnic in 2013.

** Customer Service Driver - Drove service scores up in each Financial Center I managed, bringing each center from bottom third to top 5 of 25 centers each month consistently with a heavy focus on every customer interaction (touch point) and building customer loyalty; served as final escalation point for any highly sensitive customer service or operational issues.** Team Leader - Acted as “Spark Plug” and motivator in the morning using “morning huddles” to set a positive tone for the day and keep staff aware of progress toward goals.** Mentor and Coach – Gave monthly reviews and coached each staff member through candid, One-on-One sessions and helped several employees achieve career goals and promotions from Teller to Teller Manager and from Teller to Service Banker.** Sales Driver - Increased Teller deposit and loan referrals 30% by engaging staff with contests, incentives and daily goal updates; made proactive calls to high value Personal and Business customers and prospects and identified opportunities for growth to customers which also led to a 20% increase in our Book of Business (from $134 million to $161 million); ** Leadership - Selected from the Piedmont/Triad Region to serve as Conversion Support Team Leader to train newly acquired branch employees in Florida (merger acquisition); appointed to the Piedmont Triad Focus Group to act as a liaison between employees in the region and leadership, negotiated solutions to pertinent employee issues that were agreeable to both parties.** Community Service Involvement – Spoke at NCATSU 2006 Summer Youth program on personal finance and importance of maintaining good credit; served as judge and advisor for Entrepreneurship class at NCATSU (2006-2008).

** Customer Service Driver - Focused team on driving sales through high levels of customer service and regularly recognized in the Region as customer service leader.** Sales and Fleet Growth Driver - Increased fleet growth at one branch through aggressive marketing to area dealerships and insurance companies, which led to the opening of a satellite branch at one of the large referral body shops; supervised and guided staff and resources to build and open the satellite branch while maintaining the same level of service to clients and customers; leader in the LCAM/BCAM program in our region which focused on opening new Corporate accounts.** Effective Manager and Leader - Promoted to manage one of the largest (non-airport) branches in the Washington DC Metro area after continued customer service and sales success at several locations in the area; successfully managed a staff of 3 Assistant Managers, 10 Trainees and other support staff; used morning huddles to set tone, track branch progress and recognize “Superstars” from the previous day. ** Mentor and Coach - Coached a large number of employees toward promotion to Assistant Manager and Branch Manager and proudly became the “go-to” person to help motivate employees to achieve their goals. Served as mentor to several managers and provided advice on dealing with personal and professional issues.** Community Service Involvement - Served on Region’s Diversity Team that helped further the company’s Diversity initiatives by conducting educational seminars for managers, information sessions for employees and sponsoring events to promote Work-Life balance; participated in Habitat for Humanity build in Prince Georges County community.