Nicole LaFlamme

Carmax Auto Superstore LLC

06.2021 - Current

Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
Implemented quality assurance measures to maintain Iconic experiences across all customer interaction
Led training sessions for associates, equipping them with the knowledge needed for success in their roles.
Empowered customers by providing resources on products, services, and solutions tailored to their needs.
Executing daily business needs based on volume and staffing making sure providing support to the team.
Coached team members on best practices for handling difficult situations, promoting a culture of continuous learning.
Collaborated with team members to share best practices and provide comprehensive support solutions.
Managed escalated cases, ensuring resolution within established guidelines while maintaining professionalism at all times.
Increased customer retention with proactive outreach efforts and personalized support utilizing Salesforce and assigning tasks to the appropriate associate
Analyzed trends in customer feedback, identifying areas of improvement and implementing necessary changes effectively.

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