Kathleen Schabow
Chino,CA
Summary
Dedicated and experienced professional with over 24 years of service with CarMax, including 21 years in the Auction division. Possesses extensive knowledge of DMV processes, strong ability to process title work accurately for auctions while adhering to compliance and company standards, providing exceptional customer service internally and externally, and strong office operations expertise. Highly skilled in multitasking, conflict resolution, and problem-solving with a proven track record of maintaining an outstanding attendance record and fostering a positive, productive work environment. Seeking to remain in Business Operations while embracing new challenges, I took on a new role as the Management Assistant to expand my skill set. I then returned to the Auction division to update my understanding of the changes implemented during my time as a Management Assistant for the retail division. A dependable team player committed to efficiency, first-time accuracy, and upholding CarMax's high standards. Passionate about delivering excellent service and ensuring seamless business operations. For my next career move, I would be thrilled to have the opportunity to support the grand opening of the Chino Auction, apply my expertise and support to ensure its success and secure a role where I can add value.
Overview
24
24
years of professional experience
Work History
Management Assistant/BOA
CarMax
09.2020 - Current
- Contact applicants via Workday to set up phone and in-person interviews. Conduct a drug screen with the applicant. Prepare for the iconic welcome by providing the applicant with a"What to expect" form and first schedule.
- Ensure I-9 forms are processed by the first day of employment to maintain compliance with Federal regulations.
- Ordered and maintained uniforms, business cards, and name badges for new hires and current employees.
- Explain benefits and give workday and Kronos tutorials.
- Work closely with the LGM, BOM, ABOM, Sales Managers, and Service managers regarding all new hires, terminations, communication meetings, store visits, and festivities.
- Process and approve employee and company expenses via Concur.
- Maintain state- and federal-specific posters and communications in the break room, as well as injury reports.
- Create and uphold associate personnel files.
- Ensure store supplies are maintained and stored ordered in a timely manner.
- Assisted managers with daily administrative tasks such as scheduling appointments, coordinating meetings, and handling correspondence
- Coordinated travel arrangements for managers, including booking flights, hotels, and rental cars
- Managed office supplies inventory and placed orders as needed to ensure smooth operations
- Balance BOA duties while simultaneously performing management assistant duties.
Business Office Associate
CarMax
09.2000 - Current
- Provide exceptional customer service to external and internal customers.
- Prepare title work for auction sales and ensure all announcements are correct.
- Process sales, appraisals, and auction paperwork, including explaining retail installment contracts and processing DMV paperwork correctly and efficiently while adhering to state-specific guidelines.
- Responded to inquiries from callers seeking information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Prepared mail and packages for shipment, pickup, and courier services to expedite delivery.
- Maintain exceptional cash handling, including car payments, down payments, and auction purchases, as well as reconciling safes and setting up cash drawers.
- Complete daily tasks, including preparing FedEx for shipment, completing priority, focus, and late follow-ups in PATH and THM, completing the Floorplan reports, and ensuring all sales paperwork is accounted for and sent to the respective companies.
- Work closely and maintain a strong relationship with our Corporate office, Auction Services, finance companies, and other CarMax's.
- Rotate the role of the captain to ensure the auction is prepped accurately and efficiently.
- Communicate effectively with customers and team.
Lead Business Office Associate
CarMax
05.2003 - 09.2020
- Provide leadership to BOA's by assisting and mentoring their development.
- Maintain a constructive office atmosphere by delegating tasks accordingly while in the MOD position.
- Work closely with the Business Operations Manager to mentor, guide, and develop a high-performing team.
- Work in partnership with the Home office by addressing issues in PeopleSoft daily, such as Unfunded, over/short, Mail refunds, customer deposits, and drafts.
- Work closely with the Sales Managers, Arb Managers, Operations Managers, and Location General Managers regarding sales and appraisals, purchase paperwork, auction transactions, and customer concerns.
- Determine the best resolution for internal and external customer issues.
- Ensure deposits are accurate and safe and are reconciled at closing.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Continue BOA duties as indicated previously.
Education
High school diploma -
Monrovia High School
Monrovia, CA06-1991
Skills
- Customer service
- Attention to detail
- Problem-Solving
- Multitasking abilities
- Leadership
- Flexibility
- Teamwork
- Conflict resolution
- Responsible
- Extensive knowledge of DMV and title handling
- Relationship building
- Excellent at working independently or team setting
Accomplishments
- Consistently achieved Triple Diamond President's Club and Superlative status by earning an exceptional rating on my Voice of the Customer surveys and maintaining at least a 98% accuracy for 12 consecutive months. Currently holding a 100% accuracy on a six-month rolling accuracy scorecard.
- Implemented an enhanced version of the NAM audit to include all announcements such as Reg 227, Reg 5, DMV penalty fees, branded titles, and titles absent or present to ensure first-time accuracy and transparency for our customers, contributing to decreased arbitrations for omitted announcements.
- Grand Opened the 4001 Murrieta Production Auction store in January 2017 as a Lead BOA, assisting with operational setup and ensuring a seamless launch.
- Selected by management to assist multiple Carmax locations in the Houston area in October 2017 following Hurricane Harvey, efficiently processing a high volume of vehicle registrations, contributing to the store's success, and improving workflow to get back on schedule.
- Played a key role at 7196 in delivering exceptional first-time accuracy, contributing to six consecutive Blue desktop audits.
- Attended three CarMax management workshops in Las Vegas, Chicago, and at the Home Office in Richmond in 2003-2006.
Timeline
Management Assistant/BOA
CarMax
09.2020 - Current
Lead Business Office Associate
CarMax
05.2003 - 09.2020
Business Office Associate
CarMax
09.2000 - Current
High school diploma -
Monrovia High School
Similar Profiles
Felix Lewis IVFelix Lewis IV
Customer Experience Consultant at CarMaxCustomer Experience Consultant at CarMax
James CamposJames Campos
Acquisition Specialist at CarMaxAcquisition Specialist at CarMax
Daylen MendoncaDaylen Mendonca
Car Salesperson at CarMaxCar Salesperson at CarMax