James Hogg

• Improved, streamlined customer satisfaction by actively listening to concerns and providing prompt resolutions.
• Reduced escalation and follow up rates ( down to 7% of inbound calls) by implementing proactive problem-solving techniques.
• Responded to high volume of incoming calls (which can go up to 60 queue calls at a time) utilizing listening and communication skills to identify customer problems, needs, and opportunities.
• Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
• Promoted to Senior Advocate in April of 2024, where I was given the opportunity to monitor and assist new Customer Experience Advocates in company policies and best practices, for exceptional service delivery during weekly "floating" shifts ranging from 4 to 8 hours.
• Responded to fellow advocate and leadership requests for customer reachouts, offering excellent support and tailored recommendations to address needs.
• Promoted to our Executive Resolution in February of 2025, where we effectively managed top-priority cases (ranging from 20-30 at a time) team, such as Legal, Blue Carpet, and Title/Registration Delay cases ensuring timely resolution and positive outcomes.
• Monitoring customer and department interactions efficiently through managing multiple communication channels, including email, phone, chat, and our Jira Ticket system.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates, notably our Network Operations channel, which allowed ups to maintain and/or expedite customers' pickup and delivery dates.
• Maintained accurate records of customer interactions, documenting key information for future reference and analysis.

• Subject expert in underwriting auto loans (verifying income, obtaining documents for our vehicle registration process, providing proper expectations for each customer)
• Providing clarity for all first-time car buyers to ensure that IS the best option for them & their families. Showing empathy for all customer who may not get approved for the car they wanted while flexing the other options that we have to still get them in the car they NEED ( alternative financing, go back through inventory) and holding their hand through as much of the process as I can.
• Partnered with other companies to make sure our customer has the easiest car buying process such as obtaining auto insurance documents on the customers behalf, to make sure there can meet our customer's transport deadlines
• Promoted to a VA II, I was able to assist more customers that have more complex situations such as Swapping vehicles, customer's wanting to trade-in their own vehicles for one of ours, customers who find alternative financing out side of Carvana and customers that live in states that require a more skilled, in-depth underwriting review, such as New York.
• Trained in our Preferred Partner (Pre-FI) process, before it was moved to one specific team, for banks like Capitol One, Randolph Brooks, & other banks that give our customer's the EASIEST car buying process
• Adapted to consistent changes in our underwriting process to ensure every customer can get their vehicle with proper registration & financing terms.
• Taking in-bound calls and making sure our customer leaves us clear expectations on how our process works to avoid our customer needing taking time out of their busy day to call us back which ensures they get their vehicle on time
• Honest with all possible scenarios, good or bad, to establish trust with our customers so they know that whether they get a car from us or not, they can still tell their friends family that we are the best option out there for car buying

• Trained and mentored new team members in all departments of loss indicators and quick / detailed reporting techniques.
• Built strong partnerships with fellow department leads for implementation of viable loss control strategies.
• Educated store personnel to apply best practices and comply with loss prevention policies and procedures ( end-of-day bag checks, tracking employee purchases)
• Monitored surveillance cameras and alarm systems; on-call for any late night alarm triggers
• Monitored customer and employee purchases through camera surveillance as well as internal reporting programs to prevent gift card scams; possible employee discount abuse
• Conducted nightly and weekly meetings with staff to ensure awareness of any changes in Loss Prevention Operations, any repeat offenders at our location, other branches in Arizona, as well ass neighboring states ( Colorado, California, New Mexico.
• Responsible for distributing surveillance footage as well as detailed reporting of each shoplift including; the dollar amount lost and/or recovered, specific indicators (filling up their cart, distracting team members, sampling multiple fragrances), their mode of transportation, and the actions that were taken to deter the shoplift.
• Conducted monthly testing of all alarm systems, surveillance.
• On call for any additional staffing needed at our 2 Chandler locations as on top of my home branch in Tempe.

Cashier, 2017 - 2019

• Received / tracking weekly orders from vendors such as Peddler's Son (fresh fruit vendor)
• Managed closing shifts with one, or two, other employees, depending on business needs
• Managed the store during each of our promotional events (Daddy Daughter Date Night; Pajama Nights, Mountain View Teachers Appreciation)
• Prepped regular catering events for the local schools such as the Stapley Junior High band concerts, Red Mountain track & field meets, Mountain View Teachers Appreciation.
• Initiated our promotional event for local businesses; allowed them enter for a chance to win free catering if there business card was drawn from our "lottery bowl" which we did once a month

General Manager, 2019 - 2020

• Scheduled employees for shifts, taking into account employee school schedules (most employees went to the local high schools or Mesa Community College)
• Received / tracked weekly vendor orders for my P&L reporting
• Participated in weekly conference call meetings with our CEO, District Manager, and all general mangers at our Arizona locations.
• Promoted scheduling/ conducting our regular catering events for the local schools & businesses from our monthly "lottery" drawings.
• Responsible for menu changes, customer request for future flavors, while keeping positive weekly Profit & Loss reporting

• Managed closing shift kitchen tasks.
• Trained and supervised night cooking staff to stay within daily product usage based on business needs
• Managed time and prioritized kitchen duties to prepare/operate through each quarterly inspection.
• Received & tracked weekly orders of product from vendors such as McLane.
• Specifically worked our grill/breading stations during peak evening periods; eventually moved to morning shifts to work though our peak lunch periods.