Registration Team Lead - Carvana - Tempe, AZ
(2023-01 - 2025-12)
- Led a specialized team responsible for processing vehicle registrations and titles, ensuring 100% compliance with state-specific regulatory requirements.
- Built and maintained Tableau dashboards to monitor registration aging and title processing speed, allowing for real-time adjustments to team workflows and a reduction in backlog.
- Mentored and coached team members on technical documentation standards and customer service excellence.
- Collaborated with cross-functional departments to streamline the post-sale document transition, enhancing the overall customer "hand-off" experience.
Store Manager - T-Mobile - Chandler, AZ
(2019-01 - 2023-12)
- Directed and supervised store operations, including sales, inventory management, cash reconciliation, and budgeting.
- Developed and implemented strategic training programs that increased customer satisfaction by 19% and reduced returns by 10%.
- Streamlined administrative efficiency by eliminating payroll procedure bottlenecks and reducing manual paperwork.
- Spearheaded B2B sales initiatives for the Phoenix market, negotiating and building partnerships with local and national organizations.
- Coached mobile experts on advanced sales techniques and objection handling to optimize store profitability and door swings.
Customer Success Manager - RING - Tempe, AZ
(2017-01 - 2019-12)
- Acted as first point of contact for customer training, data conversion, setup/configuration, and problem solving
- Maintained and enhanced customer satisfaction by providing ongoing, proactive support throughout the customer life cycle
- Exercised independent judgment and analysis in determining the best method(s) to resolve issues and ensure customer loyalty and satisfaction
- Key member of executive-level escalation team that managed strategies and tactics for deescalating customer accounts, with additional responsibilities for handling at risk accounts
Sales Manager - Verizon Wireless - Phoenix, AZ
(2015-01 - 2017-12)
- Successfully managed one of the highest-producing Verizon Wireless locations in the Phoenix market.
- Received several "Sales Manager of the Month" Awards.
- Created a team spirit within the stores that resulted in increased sales, long-term employees, and customer satisfaction.
- Effectively delivered post-sale care services, exceeding clients' expectations in a cost-effective manner.
- Obtained significant business by delivering presale presentations to demonstrate new phone features.
Infantryman/Reconnaissance - U.S. Marine Corps - Camp Pendleton, CA
(2010-01 - 2016-12)
- Led a team of Marines in basic reconnaissance operations on a light armored vehicle.
- Assessed risk in high stress environments and made quick decisions.
- Mentored and advised five subordinates in their military careers and personal affairs.
