– Providing exceptional service throughout the customer’s experience.– Communicating effectively both in-person and over the phone to discover the customer’s wants and needs.– Serving as an advocate for CarMax by sharing what makes us the smart choice.– Navigating and using various provided computer programs as selling tools.– Consulting and guiding your customers to the appropriate next step based on their situation.– Facilitating steps of the sale, such as the vehicle appraisal process, taking test drives, and submitting finance applications.– Maintaining a working knowledge of CarMax products and appropriately recommending them to customers.– Reading, collecting, and transcribing data in order to complete accurate paperwork.– Seeking out opportunities for self-development, participating in training, and welcoming performance feedback.– Building and maintaining strong relationships and demonstrating excellent teamwork.– Maintaining the sales area so our vehicles and products are neatly and accurately displayed.

Supervisor, Collections – Oct. ’10 – Nov. ‘13• Supervised team of Collections Specialists• Managed day to day activities of my team: performed call evaluations, account audits, reporting, credit decisions, and served as an escalation point for Collection Specialists, Sales, and individual dealers• Administered quarterly and annual performance reviews• Established quarterly and annual goals for Collections SpecialistsSupervisor, Dealer Support – Nov. ’05 – Oct. ‘10 • Supervised team of Dealer Concierges• Managed day to day activities of team: performed call evaluations, resolved dealer inventory and product issues, and served as an escalation point for Dealer Concierges, Sales, and individual dealers• Administered quarterly and annual performance reviews• Established quarterly and annual goals for Dealer ConciergesSupervisor, Inventory, Sep. ’02 – Nov. ‘05• Supervised team of Data Quality and Polling Specialists • Managed day to day activities of team: reviewed daily statistics, troubleshot inventory load issues, and served as an escalation point for team• Conducted inventory training for new hires• Administered quarterly and annual performance reviews• Established quarterly and annual goals for Data Quality and Polling SpecialistsCustomer Service Representative, Jan. ’00 – Sep. ‘02• Developed training documentation for internal tools: Admin Tool, Inventory, Tracker, and R&R/ADP/WorldWide Wheels Polling Systems• Taught end-user training courses for internal tools: Admin Tool, Inventory, Tracker, and R&R/ADP/WorldWide Wheels Polling System• Developed inventory process for WorldWide Wheels Polling Systems• Assisted in contract completion by obtaining dealer’s inventory• Maintained customer inventory using internal tools• Maintained free listing dealership profiles• Troubleshot dealer inventory issues• Assisted Sales with dealership’s inventory concerns• Served as backup resource for R&R and ADP Polling Systems

• Worked as a temp at Autotrader.com• Maintained free listing dealership profiles• Troubleshot dealer issues• Provided support to Sales with dealership listings