Nick Carter
Operations Manager
New Palestine,Indiana
Summary
Highly resourceful professional with over 10 years of experience managing business operations and key accounts. Skilled in expanding customer base and driving business outcomes. Adept at identifying and qualifying new opportunities, establishing beneficial customer relationships, and directing sales promotions to enhance profitability. Recognizes customer requirements and collaborates with other departments to meet their needs, ensuring maximum satisfaction. Strategic leader who excels in developing employees and surpassing metric/KPI expectations. Presents innovative solutions to business partners and executive-level employees. Strong problem-solver and communicator with a proven ability to build strong relationships and resolve customer issues effectively.
Overview
13
13
years of professional experience
Work History
Market Operations Manager
Carvana
01.2022 - Current
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and implemented strategies to maximize customer satisfaction.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reduced operational risks while organizing data to forecast performance trends.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reported issues to higher management with great detail.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Team Lead
Carvana
01.2019 - 01.2022
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Assisted in recruitment to build team of top performers.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Customer Advocate
Carvana
01.2017 - 01.2018
- Documented customer concerns and inquiry resolutions in internal computer system.
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Listened to customers in actively to assess issues and provide accurate information.
- Loaded truck and properly secured items to prevent damage for deliveries.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Managed customer inquiries and complaints in polite and professional manner.
- Inspected and maintained delivery vehicles regularly to keep in safe working order.
- Promoted customer satisfaction by addressing or escalating concerns for quick resolution.
- Complied with truck driving rules as well as company policies and procedures regarding safe vehicle operations.
- Documented mileage, deliveries, pickups, customer issues and damages.
Account Manager
Angies List
01.2015 - 01.2017
- Stayed current on company offerings and industry trends.
- Maintained current knowledge of evolving changes in marketplace.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Built relationships with customers and community to promote long term business growth.
- Kept detailed records of daily activities through online customer database.
- Set and achieved company defined sales goals.
- Negotiated prices, terms of sales and service agreements.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Met existing customers to review current services and expand sales opportunities.
- Built diverse and consistent sales portfolio.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
General Manager
Finishline
01.2009 - 01.2015
- Spearheaded all aspects of multimillion-dollar businesses on a daily basis
- Recruited and hired staff, as well as monitored schedules for store efficiency
- Drove sales by establishing strong customer relationships
- Fostered and encouraged secondary management along with delivering sales drivers to every customer for sales growth
- Gained in-depth experience with executive level presentations
- Promoted customer centric sales environment
- Developed four future general managers, opened up new markets, and launched surrounding states
- Led sales growth for multi-unit store locations through effective planning
- Achieved all company sales, metrics, and customer service standards
Education
Bachelor of Applied Science - Business Administration & Marketing
Ball State University
Muncie, IN05.2009
Skills
- Staff development
- Operational efficiency
- Performance monitoring
- Team leadership
- Supply chain logistics
- Maintaining compliance
- Multi-site operations
- Staff retention
- Employee motivation
- Staff management
- Logistics management
- Performance evaluations
Honorsandawards
- Carvana Market of the Month, Customer service & KPI excellence | People Development
- Finishline Productivity Award, Augmented stores overall bottom line, Sales metrics, and Inventory | Produced sales, gained over LY
- Finishline Winner Circle Award, Amplified repeat business metrics and online orders for omni channel experience for customer.
- Finishline Rookie Manager of the Year Southwest Region, Increased $1.5M store to $1.63M.
Timeline
Market Operations Manager
Carvana
01.2022 - Current
Team Lead
Carvana
01.2019 - 01.2022
Customer Advocate
Carvana
01.2017 - 01.2018
Account Manager
Angies List
01.2015 - 01.2017
General Manager
Finishline
01.2009 - 01.2015
Bachelor of Applied Science - Business Administration & Marketing
Ball State University
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