BDC Manager with 12 years in Internet sales, customer service, digital advertising, training and personnel management. Driven to exceed goals and expectations. Effective at multi-tasking and reaching sales targets. Builds loyalty and long-term relationships with co-workers and customers.
Analytical problem solver
Hard working and Goal-oriented
Positive and upbeat
Advanced in FordDirect CRM, EleadCRM, and DealerSocket
Proficient in FordDirect/Dealer.com Website
Trained in consumer marketing
Skilled in MS Word, Excel, Publisher, Outlook
Knowledgeable in VAuto, HomeNet, ADP, TrueCar, AutoTrader.com, Cars.com, CarGurus, CarsDirect.com
BDC Manager, Customer Relations ManagerElder Automotive Group - 9560 N. Florida Ave. Tampa, FL 3361212/2012 - 06/2016
Started up and created the processes for the Business Development Center steadily increasing sales for the company.
Contacted customers by phone, email, and text in response to vehicle inquiries.
Promptly resolved all customer requests, questions and complaints. Monitored Customer View Point Surveys to ensure customer satisfaction.
Maintained knowledge of current sales and promotions, and advertised them accordingly via website, third party sites, and email blasts.
Built relationships with customers and the community to establish long-term business growth through different marketing and charity events.
Attended sales training camp and brought best practices leadership back to the company.
Planned and directed staff training and performance evaluations.
Developed a comprehensive training program for new sales associates on vehicle product knowledge, phone scripts, and CRM.
Maintained dealership website (pricing, banners, photos) through Dealer.com/FordDirect site.
Certify and report all sold Certified Pre-Owned vehicles with Ford.
Monitored sales staff to ensure everyone completed Stars Certification, Sync, and NVO reports.
BDC Representative, Assistant BDC ManagerParks Motor Group - 3505 N. Hwy 17-92 Longwood, FL 3275006/2004 - 12/2012
Centralized Business Development Center responsible for six dealerships in Florida including the Ford, Lincoln, Mercury, Toyota, Scion, Hyundai brands and a PowerSports location.
Contacted customers by phone and email in response to vehicle inquiries.
Trained all new BDC hires on product knowledge, phone scripts, CRM and vehicle locator tools.
Responsible for scheduling coverage for the department.
Assisted with month end reporting for each location with the statistics of how many Internet leads, Inbound phone calls, Appointments Set, Appointments Showed, and Appointments Sold were generated from the BDC department.
Bachelor of Science: Elementary EducationUniversity of Central Florida - Orlando, FL2008