Maria A. Murray

**** ****** **** ******

Powder Springs, GA 30127

adyobb@r.postjobfree.com

248-***-****

OBJECTIVE

To seek employment in a position that will allow me to utilize my skills, abilities, and knowledge while supporting the goals of the organization in meeting and advancing business needs.

WORK EXPERIENCE

Manager, Admin Servicing

CarMax Auto Finance

Kennesaw, GA

September 2020 to April 2023

Providing leadership to a team of hourly, non-exempt associates and effective oversight ensuring that processes are accurately executed in accordance with policies, procedures and company expectations within specified timeframes.

Ensuring that the associates are properly hired, assessed, coached, and developed in order to reach their full potential. Driving associate engagement through targeted activities and interactions.

Being a change leader and effectively managing change to ensure the team and others embrace change to ensure company initiatives are championed and executed to standard.

Handling customer escalations from the BBB and Consumer Financial Protection Bureau (CFPB) in an effort to mitigate and/or reduce liability risks.

Lead Specialist

CarMax Auto Finance

Kennesaw, GA

March 2018 to September 2020

Assist with training and developing new and existing associates. Coach associates based on their identified opportunities per key performance metrics and business requirements.

Perform quality assurance audits of associate work to ensure requirement are met. Remain available and visible in the department to motivate, assist and answer associate questions and monitor productivity.

Coaching activities, side by sides, account work audits, call listening, feedback sessions, associate monitors. Follow up on coached behaviors through daily touchpoints to ensure associate understanding.

Resolve elevated customer and associate issues and escalate when appropriate.

Generate reports to measure and monitor the success of the department as needed.

Accounting Specialist II

CarMax Auto Finance

Kennesaw, GA

August 2017 to 2018

Accountable for daily reconciliations, process improvements also training and development.

Functional expertise to resolve missing payments, encoding errors along with escalated customer service inquires.

Process completion of various accounting functions to include bank adjustments, research & adjustments and account management.

Accounting ATM/Cash Specialist III

BANK OF AMERICA

Kennesaw, GA

March 2015 to August 2017

Responsible for the daily completion of various accounting functions such as money movement between general ledger accounts, issue trackers, performance reporting updates, while providing technical and logistical support for teammates.

Responsible for reconciling several general ledger accounts, resolving various research request from internal and external business partners and cash vendors.

Reconciling ATM deposit and dispense settlements while maintaining internal operational and financial controls, training new hires, and cross training current accounting specialist.

Investigate and decision daily incoming claims using multiple systems and tools; resolve differences, answer service requests, and inquiries received from various internal and external channels.

ATM/Debit Fraud Claims Initiation Analyst I

BANK OF AMERICA

Kennesaw, GA

February 2013 to March 2015

Takes appropriate action based on an evaluation of the customer's needs.

Exceeds expectations when providing customer service, other loss mitigation and recovery activities.

Extensive knowledge of the organization, products and services, as well as advanced problem solving.

Research disputed activity to determine claim validity, identify opportunities to deflect when appropriate.

Inbound calls to assists customers with questions or issues regarding potential claims related to account activity.

EDUCATION

General Studies

Georgia Perimeter College - Dunwoody, GA

P & C License NC Department of Insurance Charlotte, NC

NDOC - Charlotte, NC

SKILLS AND ACCOMPLISHMENTS

A proven track record in effectively managing a team of associates

Successful completion of the Management Development Program.

Ability to champion change, effectively influence others and work effectively in a team-based environment.

Strong interpersonal skills and ability to communicate, both in writing and verbally, with all levels across the organization.

Strong analytical skills, ability to identify trends and react accordingly.

Proven planning, organization, and time-management skills.

Georgia Notary Public

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