Quinetta Jackson
Tempe,AZ
Summary
A highly dedicated and results-driven Training Specialist with over four years of progressive experience, rising through the ranks of Customer Advocate I, Customer Advocate II, and Senior Advocate within the Sell To Carvana Department. A proven expertise in coaching, mentorship, and driving measurable team improvements.
Overview
5
5
years of professional experience
Work History
Training Specialist Focus
Carvana
03.2025 - Current
- Received 1 award for living Carvana values during time in the Training Specialist focus role.
- Facilitated and led over 10 new hire training classes, conducting coaching and shadowing for new hire classes.
- Managed progress communication through detailed end-of-day and end-of-week recaps to keep all leadership updated on new hires’ progress in certification.
- Conducted audits of new hire attendance points and provided these updates to Team Leads as new hires certified.
- Created and executed performance ramp plans specifically tailored for new hires who struggled to progress in certification, ensuring targeted support and development.
- Executed proactive coaching using the Attendance Dial to address attendance concerns early on, helping prevent escalations to a Corrective Action Record (CAR).
- Conducted Quality Control (QC) meetings during the certification phase of training, utilizing Call Coaching, Side-by-Side (SBS), and Live Listening techniques to ensure new hires met rigorous quality and efficiency standards.
- Proactively addressed non-negotiable performance gaps by conducting conduct conversations with new hires immediately after a missed non-negotiable metric.
Senior Advocate Focus
Carvana
09.2023 - 03.2025
- Received 3 awards for consistently living Carvana values during tenure as a Senior Advocate.
- Won an award for Top Performer.
- Acted as a Subject Matter Expert (SME) during float sessions, providing in-depth product knowledge and solutions to address customer needs and preferences.
- Managed and resolved customer escalations when complex issues or special requests arose, delivering exceptional customer service.
- Conducted audits of Google Sheets tailored to STC rejections, ensuring customers’ appointments were completed and waiving pick-up fees for rescheduled appointments.
- Accepted into the Sensei program and conducted monthly meetings with my padawan as well as weekly check-ins.
- Trained and mentored advocates in the Push Reschedules Pilot team to expand the team and ensure proper coverage for different time zones.
- Assisted in building, managing, and developing a Push Reschedule team comprised of 15 personnel, provided coaching and mentorship, and established inclusive work cultures.
- Coordinated with cross-functional teams to identify process gaps and develop solutions, resulting in over 239 push reschedules per week.
CA1 / CA2 Focus
Carvana
03.2021 - 09.2023
- Initiated support for the Push Reschedule team by assisting in building, providing coaching, and mentorship.
- Assisted in special projects, including the LPR (Lien Payment Reimbursement) project.
- Completed a 6-week stretch assignment in CX-recruiting, which demonstrated advanced capabilities and directly contributed to the promotion to Senior Advocate.
- Assisted as a digital communications trainer and specific point of contact for digital communications over Zoom, successfully training the digi team.
Education
High School Diploma -
Sun Prairie High School
Sun Prairie, Wisconsin06.2010
Skills
- Leadership & Coaching: Team Training & Development, Performance Coaching, Conflict Resolution, Mentorship
- Technical Proficiency: Microsoft Office, Google Drive, InContact experience, Database Entry, Type 35-40 wpm
- Communication: Strong Verbal and Written Communication, Inbound and Outbound calls, Managing emails
- Operational/Sales: Process Improvement, Client Relationship Management, De-escalation, Subject Matter Expertise
Accomplishments
Recognized with four awards for exemplifying Carvana values—three as a Senior Advocate and one as a Training Specialist.
Awards
4 awards for living Carvana values (3 as Senior Advocate, 1 as Training Specialist).
Timeline
Training Specialist Focus
Carvana
03.2025 - Current
Senior Advocate Focus
Carvana
09.2023 - 03.2025
CA1 / CA2 Focus
Carvana
03.2021 - 09.2023
High School Diploma -
Sun Prairie High School