Dusty Medina

• Tracks NPS (customer service) scores and customer feedback survey trends on a weekly basis. Create a culture of development within the team so that all Service Associates strive to improve their customer service skills.
• Review and manage all service related Case Management concerns and use these comments to help conduct go and sees in areas of opportunity on the service drive.
• Manage and staff a team of 15+ associates on areas affecting customer service and capacity to include scheduling, proper use, management of service appointment systems, phone answer rate execution, retail technician efficiencies.
• Perform all Asset Protection and EH&S responsibilities.
• Ensure positive associate engagement through consistent use of the Associate Care and Communication (AC&C) tools, such as round tables, one-on-ones, and Associate Voice Surveys.
• Manage associate at the individual level by using Managing to the Individual (MTI) and through the consistent use of the performance management tools to include performing consistent feedback observations, file reviews, individual development plans, annual performance reviews, and performance management.
• Drive team and store performance in maintaining all department metric goals.
• Work as a liaison and advocate for customer with ESP claims, proper billing and adjustments for claims.

• Ensure daily maintenance of the Store’s vehicle inventory integrity, to include accurate scanning, control of receiving, and daily vehicle reconciliation.

• Achieve and maintain an Inventory Audit rating at or above CarMax standards for all Inventory categories.

• Maintain Month-end cycle time at or below CarMax standards.

• Maintain Display Area Quality rating at or above CarMax standards at all times.

• Maintain a sufficient supply of vehicles with completed cosmetic inspections to support the input needs of the daily production process.

• Ensure that CarMax quality standards are met for all newly saleable vehicles via the Final Quality Check (FQC) process.

• Maintain a schedule for all direct reports of 40+ associates that provides adequate coverage to support Sales, Inventory, and Service activities.

• Establish and maintain a supply of competent qualified On Lot and Off Lot Sublet vendors available to support the needs of the cosmetic reconditioning .

• Perform duties of Operations Manager in his/her absence.

• Submit, and follow up on insurance claims for store inventory.

• Manage a team of 20+ associates on cash procedures, and paperwork processes associated with the sale, wholesale, servicing, DMV, titles and purchase of vehicles.
• Utilize reports, analyze information, and monitor trends to identify opportunities in the business.
• Display financial responsibility through P&L management.
• Identify opportunities to reduce waste; identify process improvements that are value added for customer and associate experience.
• Interview, hire, train and promote associates to support Business Office operations and company growth.
• Ensure positive associate engagement and associate development through timely and effective feedback, to include individual meetings, file reviews, performance management, and the Annual Performance Review (APR) process.
• Serve as a member of senior management team; collaborate to set strategy for the store and provides vision, direction, and motivation to team
• Champion and implement both company and store initiatives for consistent execution and continuous improvement.
• Manage daily Business Office operations by interpreting, communicating and executing policies and procedures.