CARY, N.C. -

Auto Remarketing is recognizing the 2021 Women in Remarketing honorees in the March issue of the magazine, and will be posting Q&As with each of these outstanding leaders on the website.

Next up is Sandra Chafins, who is customer care specialist at ADESA Lexington.

Auto Remarketing: What do you enjoy most about working in the remarketing industry? But, also, what aspect(s) of the business would you change — and how?

Sandra Chafins: Hands down, I enjoy working with customers! Staying abreast of customer needs and helping to fulfill those needs is extremely rewarding. As our industry focuses more on digital technology, my concern is that customer engagement will take a backseat. I think it is entirely possible to streamline technology and still maintain valuable business relationships. That synergy leads to success for both buyer and seller, so that’s where our focus lies at KAR Global.

AR: What are some improvements that need to be made in the industry from a diversity and inclusion perspective? What are some examples you’ve seen of D&I programs that have worked?

SC: Addressing unconscious biases industry-wide is the challenge. Dispelling myths and assumptions related to people of color, women, people with disabilities and the LBGTQ community must be first and foremost to create a culture of inclusion. Acknowledging that there is a problem is the first step. Afterwards, creating a dedicated team to implement actions that promote D&I will be the fulcrum for change. I’ve seen these efforts implemented in other industries with great results, and I’m confident we can do the same in auto remarketing.

AR: Describe a time when you were either a mentor or a mentee, and how that has shaped your career.

SC: I’ve had so many powerful mentors, each with a different zeal for the industry. The core passion that we’ve all had in common, however, is customer service. I identified that as my favorite part of the industry early on — and I embraced it. That passion has driven me to strive to provide the best service possible and to develop lasting, successful business relationships.

AR: Describe a time in your career where you were challenged and how you overcame that challenge.

SC: The loss of a major account was devastating. After the realization of the loss of such a valued partnership, the challenge was to keep a positive attitude and cultivate new business relationships.

AR: What is the top trend/storyline in the remarketing industry that you’re watching this year?

SC: The effect that COVID has had on our industry. The pandemic’s affects have been devastating to so many industries. While the automotive industry is resilient, other factors affect us, such as transportation and logistics.

AR: What is something you would tell your younger self if you could go back to when you started your career in remarketing?

SC: To seize every opportunity to learn, ask more questions attend more seminars and learn other languages.