Delana LaFoy
Otisville,MI
Summary
Highly organized and driven automotive professional with a strong background in dealership operations, automotive sales, and high-volume administrative work. Experienced in managing detailed documentation, resolving complex vehicle-related issues, enforcing company policies, maintaining accurate records, and working with customers, dealers, and management to ensure issues are handled accurately and efficiently. Recognized for exceptional attention to detail, strong communication, accountability, and the ability to learn new processes quickly. Brings a proven track record of working independently in fast-paced automotive environments while managing multiple priorities and sensitive information. Ready to apply my automotive knowledge, administrative expertise, and strong work ethic to a successful career in warranty and F&I administration.
Overview
3
3
years of post-secondary education
7
7
years of professional experience
Work History
Lead Arbitration Administrator
ADESA
Flint, Michigan
11.2023 - Current
- Manage high-volume automotive records and documentation while maintaining accuracy and compliance with company policies.
- Review and process vehicle-related disputes requiring detailed documentation, research and policy interpretation.
- Communicate with dealers, customers, auction personnel and management to resolve complex vehicle-related issues.
- Maintain multiple cases and deadlines simultaneously in a fast-paced automotive environment.
- Handle sensitive customer, dealership and transaction information with discretion.
- Train employees on processes, procedures and documentation requirements.
- Ensure cases are properly documented and resolved according to established policies and guidelines.
- Prepare reports, maintain records and assist management with administrative processes.
Sales & Customer Relations Specialist
Garber Buick
Saginaw, Michigan
03.2019 - 11.2023
- Managed the complete customer vehicle purchase process from initial contact through delivery, ensuring accuracy of customer information and transaction documentation.
- Prepared and reviewed vehicle sales paperwork, customer documents, financing information, and required dealership forms with a strong attention to detail.
- Worked closely with customers, sales management, finance personnel, service departments, and outside vendors to coordinate vehicle transactions and resolve issues.
- Maintained detailed customer records, appointment logs, follow-up activities, and sales documentation while managing multiple customers and deadlines.
- Coordinated vehicles with service departments and outside vendors for accessories, repairs, and additional customer requests.
- Conducted consistent customer follow-up, appointment setting, and communication throughout the sales and ownership process.
- Handled sensitive customer, financial, and vehicle information professionally and confidentially.
- Educated customers on vehicle features, available protection products, warranties, and ownership options.
- Assisted with sales training and helped new employees learn dealership procedures, customer communication, and sales processes.
- Consistently worked in a fast-paced dealership environment requiring organization, accuracy, strong communication, and the ability to prioritize multiple tasks.
Education
Certified Arbitration Administrator - Arbitration
National Auto Auction Association
02.2024 - 08.2026
Millington High School
Millington , MISkills
- Automotive Industry Knowledge
- Warranty & Vehicle Protection Product Knowledge
- Automotive Documentation & Record Management
- F&I Process Knowledge
- Customer Service & Conflict Resolution
- Attention to Detail & Accuracy
- Data Entry & Administrative Support
- Compliance & Policy Enforcement
- Financial & Customer Information Confidentiality
- Document Review & Processing
- Microsoft Office & Outlook
- Microsoft Excel
- Customer & Dealer Communication
- Problem Solving
- Time Management & Organization
- Multitasking in a Fast-Paced Environment
- Training & Employee Development
- Reporting & Recordkeeping
- Cross-Department Communication
- Independent Work & Deadline Management
Timeline
Certified Arbitration Administrator - Arbitration
National Auto Auction Association
02.2024 - 08.2026
Lead Arbitration Administrator
ADESA
11.2023 - Current
Sales & Customer Relations Specialist
Garber Buick
03.2019 - 11.2023
Millington High School