Hi, I’m
Maria M. Huston
Kennesaw,GA
Overview
18
years of professional experience
Work History
CarMaxRichmond , VA
Quality Assurance Manager
05.2021 - Current
Job overview
- Lead quality assurance operations ensuring compliance with company standards and continuous improvement across five departments.
- Evaluate team performance, implement process improvements, and manage data-driven quality metrics.
- Collaborate cross-functionally to enhance efficiency, accuracy, and customer satisfaction.
- Provide coaching, performance feedback, and professional development for QA associates.
- Analyze quality trends, develop reports, and present recommendations to senior leadership.
- Performed root cause analysis to identify and resolve quality issues and defects.
- Collaborated with cross-functional teams to develop and implement process and system improvements.
- Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
CarMaxNorcross, GA
Work from Home Sales Manager
07.2020 - 04.2021
Job overview
- Managed Spanish/English team of 24+ Customer Experience Sales Consultants, supporting over 100 consultants company-wide.
- Oversaw recruitment, selection, and training while ensuring adherence to CarMax philosophies and sales standards.
- Analyzed staffing and performance data to drive improvements in customer service and operational results.
- Conducted audits, call reviews, and coaching sessions to ensure compliance and performance excellence.
CarMaxNorcross, GA
Customer Experience Sales Manager
07.2019 - 06.2020
Job overview
- Supervised a bilingual team of 20+ Customer Experience Sales Consultants, promoting exceptional service and performance.
- Led training and development initiatives to enhance sales skills, communication, and compliance.
- Monitored call center operations, analyzed key metrics, and implemented data-driven improvements.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
CarMax Auto Finance, Georgia
Bilingual Team Manager
08.2016 - 07.2019
Job overview
- Managed performance and productivity for bilingual teams in a high-volume finance environment.
- Delivered coaching, call reviews, and process improvements to maintain quality standards and compliance.
- Partnered with cross-functional teams to resolve escalated customer concerns efficiently.
- Led employee relations through effective communication, coaching, training, and development.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Developed detailed plans based on broad guidance and direction.
CarMax Auto Finance, Georgia
Early Collections Team Manager
04.2013 - 07.2016
Job overview
- Directed early collections team ensuring compliance and high-quality customer interactions.
- Implemented performance tracking and quality control procedures to enhance recovery rates.
CarMax Auto Finance, Georgia
Late Collections Team Manager
10.2007 - 03.2013
Job overview
- Supervised and trained staff on collection strategies, communication, and compliance requirements.
- Maintained focus on accuracy, professionalism, and adherence to regulations.
Summary
Quality assurance professional with proven record in driving quality initiatives and maintaining high standards. Known for fostering team collaboration and delivering consistent results in dynamic environments. Skilled in developing quality control protocols and problem-solving under changing conditions.
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Supervised team of 21 staff members.
Availability
See my work availability
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Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Skills
Internal audits
Continuous improvement
Quality assurance management
Document control
Quality testing
Audit coordination
Attention to detail
Policy reinforcement
Employee training
Quality control
Performance metrics
Audit reporting
Operation Monitoring
Data analysis
Timeline
Quality Assurance Manager
CarMax
05.2021 - Current
Work from Home Sales Manager
CarMax
07.2020 - 04.2021
Customer Experience Sales Manager
CarMax
07.2019 - 06.2020
Bilingual Team Manager
CarMax Auto Finance
08.2016 - 07.2019
Early Collections Team Manager
CarMax Auto Finance
04.2013 - 07.2016
Late Collections Team Manager
CarMax Auto Finance
10.2007 - 03.2013