Christina Mazurek is the Service Customer Experience Manager at Dan Cummins Auto Group, based in Lexington, Kentucky. She has spent 15 years in the automotive industry, which began when she was employed as a Service Concierge at a BMW, Honda, and Volkswagen store while in college. After completing her undergraduate degree at the University of Kentucky, she transitioned into automotive sales to gain a deeper understanding of the customer experience in both sales and after-sales service. This experience also allowed her to recognize common inconveniences experienced by customers across dealerships.
Mazurek then built a team of customer-centric individuals in the Business Development Center, which centralized all aspects of the customer experience, combining internet sales and service scheduling. Her career took a significant turn when she joined Dan Cummins Auto Group, which she refers to as “the Superbowl of Car Dealerships.” Serving as the Service Customer Experience Manager, she has led the Customer Experience Center, focusing on enhancing the customer journey in both service scheduling and follow-up processes.
One of Mazurek’s proudest achievements has been pioneering a proactive approach to the customer experience, transforming Customer Service Representatives into Customer Success Advocates. These Advocates serve as essential touchpoints for customers, seeking their honest feedback and providing efficient resolutions.
Going forward, Mazurek envisions a renewed focus on the fundamental basics of the automotive industry, emphasizing the importance of addressing customers’ needs. She believes that taking time to communicate with customers, actively listen to their concerns, and deliver outcomes is the key to success in the automotive industry. Her personal goal is to leave her department better than it was the day before.
Mazurek’s favorite quote comes from the infamous Dolly Parton – “In a good shoe, I wear a six, but a seven feels so good, I buy a size eight.”