Tara West Email and Phone Number

Hired to manage start-up department to oversee compliance assurance, training, leading 6 direct reports, and establishing SOPs, KPIs, and people management practices. ▪ People Management: Lead culture-shaping initiatives to build a cohesive, high performing and engaged team: Pay, Performance, Job Architecture.▪ Operational Excellence: o Improved productivity by 35% within 6 months via audits, reconciliations, and minimizing discrepancies. o Performed regular compliance audits to ensure 100% compliance with state regulations and company policy.▪ Customer Experience: Manage customer workflows to ensure seamless service delivery and resolution of customer issues. Lead customer (CX) research projects.▪ Compliance Assurance:Developed Compliance Training and monitoring to ensure team and other stakeholders remained up to date on regulatory changes.

- Oversaw multiple markets, improving processes, continuing to develop the team, and helping to expand based on projections. - Created/maintained relationships with vendors for all of my markets. Made changes to the workflow/vendor when needed to ensure a great customer & employee experience. - Helped Market Ops and Title & Registration with the transition to different vendors to help with cutting cost and ensured adequate training for the specialists and put a specialist in charge of bridging the gap and providing feedback to ensure better packets from Market Ops. - Implemented a plan to significantly reduce backlog for markets in Alabama, Virginia, Washington DC, Illinois, Tennessee, Georgia, and Florida. - Collaborated with a team of two product managers to work on building a program specifically for the in-market team to assist with workflows, training, and reporting. - Promoted morale during the busiest season and received some of the best productivity from the team. Within six weeks, the entire team processed over 9,000 deals across three of the largest markets. - Managed a team of 60+ full time employees between the different states and improved employee retention by 96%.

- Transferred to TNR Team Lead and tasked with managing 7 markets, which oversees between 1800 - 2200 deals per month. Created the training process for outside Title and Registration Specialists to follow with a mixture of a classroom setting and online workshops. - Recruited Title and Registration Specialist for 3 different markets. Hand-picked the teams and found qualified applicants for all the markets in need of support in a timely matter. Completed the on-boarding process and set expectations, gave feedback, and communicated between the candidates and hiring managers. - Recommend and implement strategies for outside markets to follow to help with transitioning title and registration to the outside markets, such as ordering fireproof file cabinets, setting realistic expectations for TNR Specialists, setting up outside vendors to lower costs and create an easier process, just to name a few. - Designed and supervised implementation of the original trade process by creating the documents needed to sell trades at auction or retail, fostering relationships at auction to help in the trade process, and worked closely with the wholesale department to streamline the process.- Able to cut cost by using alternative methods in the registration process without diminishing the customer experience. - Recommended and implemented different development plans, disciplinary actions, and reward programs based on the performance of the team and individual. Within four weeks, reduced the amount of customer complaints in regards to cleanliness of the vehicles, providing feedback on employee performance and recommendations for improvement as well as rewarded individuals for exceeding standards of service.

- Promoted to Senior Customer Advocate after one year for exhibiting strong team leadership, organization, and communication skills. Selected to mentor six employees and assist in the training process of all new hires, including on-boarding. Promoted to Team Lead in less than two years. - Conceptualized and supervised implementation of procedures designed to create the “ultimate customer experience,” promoting positive feedback from consumers. Helped to create a vehicle checklist, which led to employees “walking vehicles” prior to each delivery or pickup to ensure the quality of the vehicle mat both Carvana and customer expectations.- Planned quarterly company team building events for up to 30 employees, which included, but were not limited to, drafting and sending out internal communications; working within company budget constraints to come in at or under budget; negotiating contracts with vendors and locations. After discussing ways to improve morale with employees, I created quarterly events to promote unity amongst employees.- Recommended and implemented different development plans, disciplinary actions, and reward programs based on the performance of the team and individual. Within four weeks, reduced the amount of customer complaints in regards to cleanliness of the vehicles, providing feedback on employee performance and recommendations for improvement as well as rewarded individuals for exceeding standards of service.

• Conceptualized and oversaw implementation of procedures designed to create the “ultimate customer experience,” promoting positive feedback from consumers. This resulted in creating a vehicle checklist, which led to employees “walking vehicles” prior to each delivery or pickup to ensure the quality of the vehicle mat both Carvana and customer expectations. The company experienced a 30% increase in sales within 5 months.• Conceptualized and oversaw implementation of rewards program for Direct Delivery customers that created specialized gifts for customers who were not able to have the full customer experience at one of our Vending Machines or a delivery from a customer advocate. This was implemented to reduce customer complaints about the quality in which the vehicle was received and improve customer satisfaction by 50%.• Improved training process for field operations positions which led to the creation of a new position to streamline the training process, reducing the number of training days from 8 to 5 weeks without compromising the quality of training provided.

• Created long-term procedures for title and registration and trade department which created a simplified how-to, document for information and rules on registration and required documents for each state.• Designed and oversaw implementation of original trade process by creating the documents needed to sell trades at auction or retail, fostering relationships at auction to help in the trade process, and worked closely with the wholesale department to streamline the process.