Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Richard Gaffney

Madison,WI

Summary

Dynamic leader with a proven track record at CarMax Auto Superstores INC, adept in driving customer satisfaction and exceeding sales goals through strategic analysis and decision-making. Skilled in fostering teamwork and offering courageous leadership, I excel in communication and developing talent. Achieved significant growth by leveraging results-focused approaches and innovative solutions.

Overview

12
12
years of professional experience

Work History

Senior Customer Specialist

CarMax Auto Superstores INC
Madison, WI
11.2018 - 01.2025
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Supported sales team members to drive growth and development.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Coached and trained junior staff members on customer service best practices and procedures.
  • Assisted in developing training materials for newly hired personnel relating to company policies and procedures.
  • Identified potential opportunities for upselling products or services during interactions with customers.
  • Researched and resolved escalated customer complaints in a timely manner.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Collaborated with other departments such as sales, marketing, and logistics on cross-functional projects.
  • Used approved scripts to de-escalate angry customers during telephone interactions.

Sales and Retention Specialist

The Results Company
Huntington, WV
08.2017 - 11.2018
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Offered additional products or services to enhance customer experience.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.

General Agent

American Income Life Insurance Company
Amarillo, TX
05.2013 - 08.2017
  • Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
  • Assisted with onboarding new employees by conducting orientation and company-wide or job-specific training.
  • Effectively trained instructors and supervisors on techniques for managing employees.
  • Developed and implemented recruiting strategies to attract top talent.
  • Planned and coordinated in-person interviews between hiring managers and applicants.
  • Assisted in employee recruitment, hiring and interview processes.
  • Managed sales team to maximize sales revenue and exceed corporate goals.
  • Attended sales meetings to discuss strategies for increasing sales volume.
  • Provided training to sales associates on techniques for increasing sales volume.

Education

High School Diploma -

Tavares High School
Tavares, FL
05-2004

Some College (No Degree) - Computer Information Systems

Amarillo College
Amarillo, TX

Skills

  • Results focus: Drives the process and makes recommendations to initiate next steps
  • Analysis and Decision Making: Analyze data and reports; do not make the same mistake twice
  • Communication: Demonstrates active listening skills, reads the situation, and adapts communication style
  • Teamwork builds and maintains strong relationships, praises, and supports others to offer assistance
  • Courageous Leadership: Takes responsibility for actions and adapts to change with varying situations

Accomplishments

I received leadership development with American Income Life multiple years in a row. I also achieved multiple promotions in CarMax including being a store manager, which resulted in multiple areas of expertise. The store manager was required to manage sales, service work which included the 90 day limited warranty. Lastly as a store manager it was required to develop and ensure the service plans goals to increase productivity.

Timeline

Senior Customer Specialist

CarMax Auto Superstores INC
11.2018 - 01.2025

Sales and Retention Specialist

The Results Company
08.2017 - 11.2018

General Agent

American Income Life Insurance Company
05.2013 - 08.2017

High School Diploma -

Tavares High School

Some College (No Degree) - Computer Information Systems

Amarillo College

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Richard Gaffney