Delana LaFoy
Otisville,MI
Summary
Client-focused professional with over 7 years of experience in customer success, operations, arbitration, and automotive sales. Certified NAAA Arbitrator with expertise in conflict resolution, project coordination, client relationship management, process improvement, and cross-functional collaboration. Proven ability to manage high-volume workloads, implement company policies, train new employees, and deliver exceptional customer experiences. Passionate about technology, problem-solving, and helping clients achieve long-term success.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Lead Arbitration Administrator
Carvana
Flint, MI
11.2023 - Current
- Certified National Auto Auction Association (NAAA) Arbitrator responsible for resolving complex vehicle disputes while ensuring compliance with legal and company policies.
- Manage high-volume arbitration cases while balancing multiple priorities and strict deadlines.
- Build trusted relationships with dealerships, buyers, sellers, and internal departments to deliver positive outcomes.
- Investigate claims, gather documentation, analyze evidence, and negotiate resolutions.
- Train and mentor new employees on arbitration procedures, software systems, and company standards.
- Lead departmental meetings, communicate operational updates, and encourage team performance.
- Identify workflow improvements that increase efficiency and customer satisfaction.
- Utilize multiple software systems to document cases, maintain records, and manage daily operations.
- Handle escalated customer concerns with professionalism and empathy.
Sales Consultant
Garber Buick
Saginaw, MI
03.2019 - 11.2023
- Delivered exceptional customer experiences from initial consultation through vehicle delivery.
- Consistently exceeded sales goals through relationship building and consultative selling.
- Managed customer appointments, follow-up communications, financing coordination, and product education.
- Coordinated vehicle accessories, repairs, transportation, and delivery timelines.
- Maintained CRM records and tracked customer interactions.
- Represented Zurich products and protection plans while educating customers on available coverage options.
- Recognized for professionalism, customer satisfaction, and strong communication skills.
Server
Lucky’s Steakhouse
Clio, MI
05.2017 - 03.2019
- Delivered outstanding customer service in a fast-paced, high-volume restaurant.
- Managed multiple tables while maintaining accuracy and efficiency.
- Resolved customer concerns professionally.
- Worked collaboratively with kitchen and management teams to ensure exceptional guest experiences.
- Developed strong multitasking and communication skills.
Education
High School Diploma -
Millington High School
Millington, MI05.2017
Skills
Client Relationship Management
Customer Success
Client Onboarding
Account Support
Conflict Resolution
Client Success
Implementation
Onboarding
Client Services
Customer Experience
SaaS
Technology
Project Management
Stakeholder Management
Operations
Cross-functional Teams
Product Support
Software Platforms
Process Improvement
Client Consultation
Relationship Building
Communication
Problem Solving
Project Coordination
Operations Management
Software Configuration
CRM Systems
Microsoft Office Suite
Google Workspace
Problem Solving
Process Improvement
Cross-functional Collaboration
Data Entry
Documentation
Requirements Gathering
Training & Development
Communication
Organization
Time Management
Remote Collaboration
Customer Retention
Technical Troubleshooting
Team Leadership
Certification
Certified arbitrator by the NAAA (National Auto Auction Association)
Timeline
Lead Arbitration Administrator
Carvana
11.2023 - Current
Sales Consultant
Garber Buick
03.2019 - 11.2023
Server
Lucky’s Steakhouse
05.2017 - 03.2019
High School Diploma -
Millington High School