David Willis
Richmond
Summary
Driven professional with expertise in customer relationship management and sales, backed by 5+ years of customer service experience. Demonstrated ability to resolve complex issues and improve customer satisfaction through effective escalation management and solution development. Aiming to apply these skills in community engagement and development roles.
Overview
5
5
years of professional experience
Work History
Analyst, Customer Relations
CarMax Auto Superstores, Inc.
Richmond
01.2025 - Current
- Manage and resolve complex, sensitive escalations, including executive-level inquiries.
- Conduct thorough research and collaborate with field management teams to recommend effective solutions tailored to customer needs.
- Develop relationships with cross-disciplinary partners to implement proactive improvements and support customer-satisfaction and retention initiatives.
Senior Customer Specialist
CarMax Auto Superstores, Inc.
Charlottesville
08.2022 - 01.2025
- Provided management coverage and directed store workflow to lead a team towards daily, weekly, and monthly budgets for units sold.
- Organized weekly huddles to coach associates to achieve their sales goals.
- Executed strategies to maintain operational excellence across merchandising, customer processing, service, and
- Trained and mentored associates to foster development and team success.
- Qualified for superlative President's Club Gala for top performance nationwide in conversion and customer satisfaction.
- Completed CarMax's Manager Development Program after being tapped for further leadership positions within the region.
Customer Specialist
CarMax Auto Superstores, Inc.
Charlottesvilles
06.2021 - 08.2022
- Assisted customers with vehicle selection and purchase processes.
- Provided detailed information on vehicle features and financing options.
- Handled customer inquiries through phone, email, and in-person interactions.
- Resolved customer concerns to enhance satisfaction and loyalty.
Education
Bachelor of Arts - English, Area Concentration in Literary Prose
University of Virginia
Charlottesville05-2021
Skills
- Customer relationship management
- Data analysis
- Statistical reporting
- Business intelligence
- Database management
- Multitasking under pressure
- Organizational problem-solving
- Written communication skills
- Complex information delivery
- Team leadership
Timeline
Analyst, Customer Relations
CarMax Auto Superstores, Inc.
01.2025 - Current
Senior Customer Specialist
CarMax Auto Superstores, Inc.
08.2022 - 01.2025
Customer Specialist
CarMax Auto Superstores, Inc.
06.2021 - 08.2022
Bachelor of Arts - English, Area Concentration in Literary Prose
University of Virginia