Chuck Urmann
Madison,WI
Summary
Dynamic professional with extensive experience at CarMax, excelling in customer relationship management and complaint resolution. Proven track record of implementing process improvements that enhanced service delivery efficiency. Adept at engaging clients and developing tailored solutions, leveraging strong problem-solving abilities to drive exceptional outcomes in customer satisfaction.
Overview
15
15
years of professional experience
Work History
Senior Customer Specialist
CarMax
Madison, WI
01.2017 - 09.2025
- Coached junior staff on customer service best practices and procedures.
- Maintained accurate records of customer interactions using CRM software.
- Provided exceptional support to clients via phone, email, and social media inquiries.
- Resolved escalated customer complaints in a timely manner through research and action.
- Collaborated with sales, marketing, and logistics departments on cross-functional projects.
- Implemented process improvements to enhance service delivery efficiency.
- Developed solutions for complex customer issues, escalating when necessary.
- Answered incoming calls and emails, delivering frontline support for product transactions.
Certified Health and Wellness Coach
Optivia
MADISON, WI
08.2010 - 01.2017
- Developed personalized wellness plans for clients based on individual goals.
- Facilitated group coaching sessions to promote healthy lifestyle changes.
- Educated clients on nutrition and exercise principles for better health outcomes.
- Engaged clients in motivational techniques to enhance commitment to health goals.
- Collaborated with healthcare professionals to provide comprehensive support to clients.
- Attended health events by setting up educational displays and materials as well as interacting with participants.
- Maintained detailed records of client interactions including notes from consultations, feedback forms, and other relevant documents.
- Conducted group workshops focused on nutrition topics such as weight management, mindful eating, and food label reading.
Education
Bachelor of Science - Marketing Education/Business Education
UW-Stout
Menomonie, WI08-1987
Skills
- Customer relationship management
- CRM software proficiency
- Process improvement strategies
- Complaint resolution techniques
- Data analysis skills
- Client engagement strategies
- Problem solving abilities
- Client assessment expertise
Affiliations
- Out doors, being in nature, hunting, hiking, fishing, bicycling
- Motorcycling
- Traveling, spending time with family.
Accomplishments
- CarMax Presidents Club
Timeline
Senior Customer Specialist
CarMax
01.2017 - 09.2025
Certified Health and Wellness Coach
Optivia
08.2010 - 01.2017
Bachelor of Science - Marketing Education/Business Education
UW-Stout
Similar Profiles
Benjamin NovackBenjamin Novack
Inventory Lead at CarmaxInventory Lead at Carmax
Malcolm KaplanMalcolm Kaplan
Customer Experience Consultant at CarMaxCustomer Experience Consultant at CarMax
VICTOR OLIVEIRAVICTOR OLIVEIRA
Salesman at CarMaxSalesman at CarMax
Tariq WaltersTariq Walters
Automotive Technician at CarMaxAutomotive Technician at CarMax
Lauren WiseLauren Wise
Research Assistant I at LabCorp Drug DevelopmentResearch Assistant I at LabCorp Drug Development