Experience

• 

  Carvana

  • United States
  • Technology, Information and Internet
  • 700 & Above Employee

  • Manager, Market Operations

    • Apr 2022 - Present

    Manages logistics of 40-50 customer appointments daily, including deliveries of purchased vehicles and vehicle acquisitions. Monitors inventory quality including cleanliness audits, state inspections, and repairs as needed. Manages team schedules including on-site leadership, customer delivery advocates, and detailing team. Ensures each customer has an exceptional customer experience with clear communication, on-time deliveries, and confirming execution of above and beyond opportunities. Oversees onboarding and training, maintains a positive employee experience, and effectively manages performance of all team members. Responsible for efficient execution of operations and driving KPI performance in areas including but not limited to NetPromoter score, accurate registration paperwork, inventory accuracy, safe driving, fuel utilization, and P&L.

  • Team Lead, Talent, Market Operations

    • Jun 2021 - Apr 2022

    Sourced candidates, tracked the hiring and onboarding process, executed talent and development planning, and assisted other leaders with performance management. Functioned as the primary recruiting resource for the Washington DC market and assisted with MD/VA/NC markets, partnered with centralized recruiting team to host hiring events, and was the dedicated training and onboarding resource. Championed diversity and inclusion initiatives in local market and owned development and talent opportunities and assessments.

  • Team Lead, Market Operations

    • Jan 2020 - Jun 2021

    Responsible for running the local Carvana Vending Machine including local market launch, operations, logistics, consumer branding, team engagement and effectiveness. Oversaw 30+ employees and directly managed a team of 20. Oversaw customer experience, daily operations, and assessed business trends.

  • Senior Advocate

    • Feb 2019 - Jan 2020

    Managed a team of Lot Attendants and drove individual development and team success through continuous evaluation, constructive coaching, and results-oriented motivation. Addressed and managed complex and sensitive customer-facing issues, monitored day to day operations, and solved problems to improve the overall customer and hub team experience.

  • Customer Advocate II

    • Mar 2018 - Feb 2019

    Continued vehicle deliveries, provided stellar customer experiences, and assisted with de-escalation and resolving issues with unique customer situations. Mentored new hires and assisted with ongoing training, developed new communication and organization methods within the local hub, and assisted with market launch and training for new local Vending Machine as well as vendor sourcing.

  • Customer Advocate Field Operations

    • Jul 2016 - Feb 2018

    Delivered a uniquely special experience to each customer, delivered vehicles in a single-car hauler, and thoroughly inspected each hauler daily per federal DOT regulations. Accurately and efficiently completed customer paperwork and was responsible for taking thorough notes in our customer tracking system. Assisted our centralized team in Arizona with customer and logistics concerns and traveled to multiple cities nationwide for support and special projects.

• 

  Apple

  • Expert

    • Feb 2016 - Jul 2016

    Leader in sales, product knowledge, and solutions, and served as a training mentor for 100+ employees. Executed new initiatives and led new product training, monitored the sales floor, and assisted with daily operations. Oversaw product launch day operations, visual merchandising, and liaised with local business team to drive sales and engagement with small businesses.

  • Genius Admin

    • Jun 2011 - Feb 2016

    Managed the organization and workflow of the technicians and repair room, maintained inventory of customer computers and service parts, prioritized incoming repairs in order to delegate them to technicians for maximum efficiency, and successfully utilized complex database software to manage repair records and inventory.Served as the liaison between customers and technicians in order to enhance customer experience, proactively communicated with customers to keep them abreast of their repair's progress as well as answered questions from customers, colleagues, and other branches of the company such as AppleCare and Customer Relations.

  • AppleCare Retail Service Operations Intern

    • Oct 2013 - Jan 2014

    Managed and addressed hundreds of service related escalations per week from all Apple Retail Stores worldwide, researched and contributed to procedural guidelines for all stores, and advised store employees of procedures when in need of guidance. Successfully closed critical escalations within 24 hours and partnered with multiple managers to provide quick answers to help our store teams provide excellent service to our customers.Liaised with various corporate teams to accurately and efficiently address store issues such as system bugs, inventory questions or feedback, process clarification, and training. Also received and distributed feedback and requests for various systems, procedures, and tools.Assisted with NPI Readiness and performs regression testing in order to find new faults after updates and redesigns to prevent negative results or backlash from users in the field.

• 

  Apple

  • Specialist

    • Jan 2010 - Jun 2011

    Uncovered customers’ needs and connected them with the best solutions, shared passion for Apple technology and how it can enrich people’s lives all while learning on the fly in a rapidly changing environment. Engaged with others and provided an exemplary customer experience as shown by customer surveys with an average score of 10/10.Continued role in leading the Visual Team as well as training incoming employees, mentoring current employees in best practices and providing effective feedback to help them grow. Implemented a Day in the Life project in which employees from all areas of the retail store collaborated with coworkers in different positions in order to build a more cohesive team and enhance overall operational knowledge.

  • Concierge

    • Apr 2008 - Dec 2009

    Embraced the customer with a warm welcome and a fond farewell, orchestrated the store tour in the best possible way, analyzed customer needs and connected them to the right person at the right time such as for technical support, questions and purchases, or training, as well as providing every customer with a superior customer experience.Played an integral role in the Retail Store by leading the Visual Team. Organized and oversaw overnight sets for window displays, product launches, and stock changes, as well as imaged Macs, iPhones, and iPads for customer and employee use. Delegated, coordinated, and oversaw ongoing tasks for the Visual Team with the goal of having a visually appealing, organized environment for customers to become acquainted with the Apple experience.

• 

  Starbucks

  • Barista

    • May 2003 - Jun 2008

    Welcomed, prepared, and served quality beverages for guests, utilized excellent communication skills while providing courteous, knowledgeable, and helpful service.

• 

  EDO

  • Lexington Park, MD

  • Computer Specialist

    • Mar 2004 - Aug 2006
    • Lexington Park, MD

    Created and redesigned websites for clients such as NAVAIR and the Department of Defense, reformatted and set up workstations, digitized documents for clients, and assisted in time-critical projects in a team environment.