Nina Weaver
Phoenix,AZ
Summary
Results-driven leader accustomed to overseeing operations with strong attention to detail. History of meeting demanding group objectives through employee training, motivation and performance management. Expert in following detailed production schedules with a distinguished history of maximizing productivity.
Overview
10
10
years of professional experience
Work History
Team Lead
Carvana
Phoenix, AZ
05.2021 - 11.2022
- Directed and supervised team of 15-20 underwriting advocates as well as oversaw their performance by reviewing casework and listening to calls.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Proactively participated in individual review meetings and collaborated on behavior based performance plans for team members to aid them in meeting performance targets.
- Coached team members in techniques necessary to complete job tasks.
- Documented and maintained all coaching sessions and initiatives.
- Communicated month-to-date and past quarter standings to advocates by evaluating call and casework Tableau leaderboards.
- Formed Verification Double Charge team in effort to train advocates and leaders on streamlined processes to reduce double charges to customer accounts
- Reduced amount of double charges month over month and prevented over $1million in double charges within 6 month period.
Customer Advocate
Carvana
Phoenix, AZ
09.2018 - 05.2021
- Determined and documented loan conditions and communicated requirements and decisions by handling over 50 calls or cases per day.
- Recognized trends and patterns and effectively communicated those to leadership and business partners, improving advocate processes and enabling better overall customer experience
- Monitored underwriting teams performance and provided mentoring to achieve personal and department production goals.
- Empowered and led peers to problem solve and create customer oriented solutions
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
Specialist
Sears Holding
Hoffman Estates, IL
08.2017 - 08.2018
- Listened and responded to client requests and forwarded necessary information to superiors.
- Followed all company policies and procedures to deliver quality work.
- Calmly and efficiently addressed emergency situations such as safety hazards and threats to life or property.
- Attentively remotely monitored Sears and Kmart stores and surrounding areas for signs of attempted theft by customers or personnel, intervening when necessary.
- Audited 20-50 stores on weekly basis to identify deficiencies and identified potential causes.
- Prepared reports for clients and underwriters regarding property loss features and recommendations for improvement and future needs.
Retail Sales Consultant
Verizon
Arlington Heights, IL
08.2014 - 07.2017
- Assisted between 20-25 customers per day with various needs.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Increased sales by offering advice on purchases and promoting additional products.
- Organized sales paperwork, presented proposals and finalized contracts.
- Cold-called leads and closed large number of new sales over several months.
Account Manager
CDW
Mettawa, IL
09.2013 - 06.2014
- Built and strengthened long-lasting client relationships with between 50-100 clients and provided accurate price quotes and customer-centric terms.
- Cold called to between 25-100 small technology businesses per week.
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Contributed to annual revenue goals by selling new services and developing new accounts.
- Maintained high standards of customer service by answering pricing, availability, use and credit questions accurately.
- Anticipated clients' needs by staying in touch on regular basis.
- Negotiated prices, terms of sale and service agreements.
- Created proposals for new and repeat customer business transactions.
Retail Sales Consultant
Sprint
Gurnee, IL
08.2012 - 08.2013
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Upsold customers by recommending accessories and promotions to increase revenue.
- Accepted and processed payments and purchases for new equipment using POS system.
- Assisted 200-250 customers per month in determining cellular phone needs by asking open-ended questions, clarifying advantages and disadvantages of each product and explaining products by ratings.
Education
No Degree - Psychology
Northeastern Illinois University
Chicago, IL12.2024
High School Diploma -
Warren Township High School
Gurnee2009
Skills
- Team Monitoring
- Profit and Loss Reporting
- Client Rapport-Building
- Business Leadership
- Customer Engagement Strategies
- Prioritization and Execution
- Customer Service
- Technique Evaluation
- Salesforce Software
- Tableau
Accomplishments
Created and pioneered Carvana's first African American employee resource group (ERG). BEACON serves as a group of African American employees, allies, and everyone in between to cultivate and maintain a safe, diverse and inclusive environment for all of Carvana.
Reduced the amount of double charges by over 50% over 3 months to customer accounts by creating a team that had a goal of training team leads, managers, and advocates how to properly review and address customer accounts when swapping vehicles.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Everything in life is just for a while.
Philip K. Dick
Timeline
Team Lead
Carvana
05.2021 - 11.2022
Customer Advocate
Carvana
09.2018 - 05.2021
Specialist
Sears Holding
08.2017 - 08.2018
Retail Sales Consultant
Verizon
08.2014 - 07.2017
Account Manager
CDW
09.2013 - 06.2014
Retail Sales Consultant
Sprint
08.2012 - 08.2013
No Degree - Psychology
Northeastern Illinois University
High School Diploma -
Warren Township High School
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