Summary
Overview
Work History
Education
Skills
Timeline
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Malcolm Edeen

Chatham,NJ

Summary

Strong leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

9
9
years of professional experience

Work History

Manager, Market Operations

Carvana, LLC
06.2023 - Current
  • Provide vision for team of 20+ employees ranging from Lot Attendants to Team Leads, and responsible for developing teams into highly organized units.
  • Oversee logistics and inventory quality for fleet of 100 vehicles. As well as scheduling, registration paperwork, customer experience, employee experience, community outreach, mentoring and training programs.
  • Own market and initiative launches, operations, strategic planning, consumer branding, and team engagement.
  • Supervise operations staff and keep employees compliant with company policies and maintain DOT compliance. Maintain fleet of single and two-car flatbeds.
  • Help to interview, select, onboard and train all team members, from Lot Attendants to Team Leads, and give them tools, resources and guidance needed to be successful.
  • Establish positive and effective communication among hub staff and various business partners. Develop and maintain relationships with external vendors and suppliers.
  • Drive implementation of company goals by motivating and supporting management team within market to develop and implement action plans that meet operational and organizational objectives.
  • Develop market leadership team by regularly conducting performance check-ins, providing feedback, and setting goals to improve overall performance and skill set.
  • Conduct weekly meetings with senior leadership to identify opportunities for improvement, proactively communicate market performance, and establish milestones.
  • Be continuous positive force within hub, creating strong morale and spirit throughout team.
  • Address customer inquiries, concerns, and complaints by providing solutions and alternatives and follow up to confirm resolution.

Team Lead, Market Operations

Carvana, LLC
04.2022 - 06.2023
  • Launched and successfully operated second hub; ongoing partnership with third-party vendors, and Logistics teams.
  • Facilitated onboarding for 15 temporary employees within two-week span; including scheduling, onboarding, training, and performance coaching.
  • Reviewed KPIs and created market action plans for various areas of business including; budget for optimal staff scheduling to ensure maximum customer availability, Net Promoter Score, team safety and inventory management.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Maintained professional rapport with logistics teams, senior leadership, vendors and third parties.
  • Provided creative solutions to relieve business constraints to ensure excellent customer experiences.
  • Trained new team members by relaying information on company procedures and safety requirements.

Customer/Senior Advocate, Market Operations

Carvana, LLC
05.2019 - 04.2022
  • Developed routines to ensure operational excellence in all areas of Market Operations, including; customer engagement, logistics, daily activity scheduling, paperwork accuracy, DOT compliance, training and onboarding.
  • Led culture change initiatives within hub, mentored and developed 120+ Customer Advocate I's, identified key areas of communication breakdown and training gaps.
  • Trained new Customer Advocates and acted as team mentor. Coached on customer experience and operations including, paperwork accuracy, vehicle quality standards, logistics and safety.
  • Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
  • Handled difficult customer situations with professionalism, consistently met performance metrics.

Team Lead

Target Corp
10.2014 - 05.2019
  • Exceeded monthly sales goals, as well as planned and executed daily/weekly workload to deliver on department and store overall sales goals. Owned guest engagement, merchandising, pricing, transitions, revisions, sales plans, sampling, and promotions.
  • Led a team of hourly team members; conducted interviews, developed, coached, evaluated and retained talent.
  • Oversaw execution of processes in inbound, outbound, replenishment, inventory accuracy, presentation, pricing, and promotional signing for select areas of the store.
  • Promoted guest service fundamentals and experience, built a guest-first culture with team.

Education

Bachelor of Science - Sustainability Science

Kean University
Union, NJ
08.2017

Associate of Arts - Liberal Arts

Raritan Valley Community College
Somerville, NJ
05.2014

Skills

  • Salesforce, Tableau and Homebase Systems
  • Public Speaking and Interpersonal Communication
  • Microsoft Office Suite and Google Suite
  • Relationship Building
  • Project Management
  • Developing Marketing Plans
  • Engagement Strategy Development
  • Performance Improvement Tracking
  • Market Growth
  • Recruiting and Hiring
  • Staff Management

Timeline

Manager, Market Operations

Carvana, LLC
06.2023 - Current

Team Lead, Market Operations

Carvana, LLC
04.2022 - 06.2023

Customer/Senior Advocate, Market Operations

Carvana, LLC
05.2019 - 04.2022

Team Lead

Target Corp
10.2014 - 05.2019

Bachelor of Science - Sustainability Science

Kean University

Associate of Arts - Liberal Arts

Raritan Valley Community College

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Malcolm Edeen