Kasha Scott
Marietta,GA
Summary
Results-driven with expertise in team management, operational efficiency, collections, finance, and compliance training. Proven ability to enhance customer satisfaction while coordinating cross-departmental communication.
Overview
2027
2027
years of professional experience
Work History
Repossession Supervisor
CarMax Auto Finance
Kennesaw, Georgia
10.2022 - 05.2026
- Assisted loan processing and collection teams with daily operations.
- Supported staff training on compliance and financial transaction policies.
- Facilitated interdepartmental communication to enhance workflow efficiency.
- Aided in conducting performance assessments and delivering feedback to team members.
- Coordinated workflow for prompt processing of auto finance applications.
- Addressed escalated customer inquiries and fostered high satisfaction levels.
- Created training resources for onboarding new finance operations employees.
- Oversaw and guided a team of 12 associates in daily tasks.
- Tracked employee productivity to offer constructive feedback and coaching.
Repossession - Recovery Senior Representative II
Carmax Auto Finance
Kennesaw, GA
2021 - 09.2022
- Assisted in managing post-repossession deficiency accounts by contacting customers to negotiate payment settlements and repayment plans while adhering to state and federal regulations.
- Supported advanced skip tracing efforts using various databases and investigative tools to locate customers and resolve outstanding balances.
- Facilitated account placements with external collection agencies, identifying when accounts required escalation for further action.
- Maintained thorough account notes and documentation to assist with compliance audits and cross-departmental collaboration.
- Provided exceptional customer service during sensitive financial discussions, balancing empathy with effective resolution strategies.
- Achieved and surpassed monthly recovery targets through effective negotiation, diligent follow-up, and strategic account management.
Resolution Group Senior Representative
Carmax Auto Finance
Kennesaw, GA
07.2020 - 08.2021
- Assisted customers with escalated concerns by investigating issues, pinpointing root causes, and providing clear resolutions that upheld customer satisfaction and company standards.
- Worked collaboratively with various departments and partnered with customer-facing teams, store leadership, and internal stakeholders to address complex customer challenges.
- Delivered compassionate customer support during sensitive or escalated situations, ensuring customers felt valued while guiding them toward fair and policy-compliant resolutions.
- Identified areas for process improvement and participated in special projects aimed at streamlining workflows, reducing recurrent escalations, and boosting customer satisfaction.
- Balanced customer needs with business policies by providing solutions aligned with CarMax Auto Finance guidelines while preserving trust and transparency.
Xfinity Assistant Store Manager
Xfinity Comcast
Marietta, Georgia
08.2019 - 06.2020
- Assisted in daily store operations and managed staff schedules.
- Handled customer inquiries and resolved issues to enhance satisfaction.
- Coordinated promotional events and maintained visual merchandising standards.
- Collaborated with management to implement operational improvements and efficiency.
- Conducted regular staff meetings to communicate updates and foster team engagement.
- Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
- Handled scheduling for store shifts to achieve adequate staffing.
Pro Sales Supervisor
The Home Depot Inc
Roswell, GA
11.2017 - 07.2018
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Supervised daily operations of sales floor and customer service teams.
- Trained and mentored new sales associates on product knowledge and service standards.
- Monitored the daily operations of the sales team, including business sales, product knowledge, and marketing initiatives.
- Supported sales team by monitoring daily operations and providing information and procedural guidance to staff.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Conducted weekly performance reviews with the sales team to ensure goals were being met.
- Established clear expectations for quality control processes among associates.
Specialty Account Manager
The Home Depot Store Support Center
Atlanta, GA
05.2014 - 10.2017
- Managed specialty accounts to enhance customer relationships and satisfaction.
- Resolved customer inquiries and issues promptly to maintain high service standards.
- Collaborated with the specialty store manager to develop customized solutions for clients.
- Managed multiple accounts simultaneously while meeting tight deadlines.
- Resolved customer complaints quickly and efficiently by providing appropriate solutions or escalating issues when necessary.
- Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
Education
Associate of Applied Science - Business Administration and Management
Georgia Highlands College
Rome, Georgia05-2014
High School Diploma - undefined
Marietta High School
Marietta05-2003
Skills
- Achieved project success through strategic team leadership
- Enhanced policy compliance across all operations
- Improved performance evaluation processes for better outcomes
- Resolved customer concerns promptly, boosting satisfaction ratings
- Strengthened customer relationships, leading to increased retention
- Elevated communication effectiveness within the team
- Successfully navigated conflicts, promoting team cohesion
- Advanced associate development through targeted coaching and mentoring
Timeline
Repossession Supervisor
CarMax Auto Finance
10.2022 - 05.2026
Resolution Group Senior Representative
Carmax Auto Finance
07.2020 - 08.2021
Xfinity Assistant Store Manager
Xfinity Comcast
08.2019 - 06.2020
Pro Sales Supervisor
The Home Depot Inc
11.2017 - 07.2018
Specialty Account Manager
The Home Depot Store Support Center
05.2014 - 10.2017
High School Diploma - undefined
Marietta High School
Repossession - Recovery Senior Representative II
Carmax Auto Finance
2021 - 09.2022
Associate of Applied Science - Business Administration and Management
Georgia Highlands College