Kiki Mclean
Hope Mills,NC
Summary
Results-oriented BDC Manager with a proven track record of capturing incoming leads and converting them to sales. Friendly, ambitious, and highly organized, with a strong business acumen and extensive experience in sales and marketing.
Overview
3
3
years of professional experience
Work History
BDC Manager
Cadillac of Fayetteville
Fayetteville, NC
01.2024 - Current
- Developed and implemented strategies to ensure customer retention in the BDC.
- Created and maintained a database of customers for tracking purposes.
- Monitored incoming telephone calls, emails, and other communication channels for inquiries from potential customers.
- Conducted follow-up calls with existing customers to ensure satisfaction with services provided.
- Provided timely responses to customer inquiries via phone, email, and other communication channels.
- Identified areas of improvement within the BDC operations to increase efficiency and effectiveness.
- Coordinated activities between sales staff and other departments within the organization such as marketing or finance.
- Trained new staff on customer service processes, product knowledge, and company policies.
- Scheduled service appointments at customer convenience, building rapport and maintaining client relationships.
- Answered incoming questions via phone and email discussing advertised pricing and inventory.
- Managed day-to-day operations of the BDC including scheduling shifts, assigning tasks.
- Developed and implemented public relations strategies to promote company's image and services.
- Built relationships with key media outlets and journalists to ensure coverage of company news.
- Developed creative ideas for engaging customers through interactive campaigns or contests.
BDC Representative
Cadillac of Fayetteville
Fayetteville, NC
01.2022 - Current
- Greeted customers and provided excellent customer service.
- Assisted customers with inquiries, product selection, ordering, and scheduling appointments.
- Processed incoming calls, emails, and web chat requests promptly and professionally.
- Provided accurate information to customers on products and services offered.
- Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices.
- Scheduled follow-up appointments for customers when necessary.
- Resolved customer complaints in a timely manner.
- Performed data entry into computer systems accurately and efficiently.
- Maintained an organized filing system for customer records and documents.
- Followed up with customers after the sale to ensure their satisfaction with the product or service purchased.
- Monitored call center metrics such as call volume, abandonment rate, average handle time.
- Scheduled vehicle-showing appointments for sales team and provided reminder phone calls to customers.
- Posed as models for advertising, artistic creation and display of goods.
BDC Representative
Bleeker Buick GMC
Red Springs, NC
07.2022 - 12.2022
- Greeted customers and provided excellent customer service.
- Assisted customers with inquiries, product selection, ordering, and scheduling appointments.
- Processed incoming calls, emails, and web chat requests promptly and professionally.
- Provided accurate information to customers on products and services offered.
- Scheduled follow-up appointments for customers when necessary.
- Resolved customer complaints in a timely manner.
- Performed data entry into computer systems accurately and efficiently.
- Verified that customer accounts were up to date with all required documents.
- Maintained an organized filing system for customer records and documents.
- Generated reports on sales activities as needed for management review.
- Analyzed customer feedback to identify areas of improvement within BDC operations.
- Monitored call center metrics such as call volume, abandonment rate, average handle time.
- Tracked daily performance metrics including number of calls handled per hour, day, week, month.
- Identified customer needs by asking questions and advising on best solutions.
- Listened to customer needs to identify and recommend best products and services.
- Greeted and assisted customers to foster positive experiences.
Education
High School Diploma -
Hoke County High School
Raeford, NCSkills
- Product Promotion
- Marketing Plans
- Performance Evaluation
- Salesforce
- SAP
- CRM Software
- Social Media Updating
- Direct Sales
- Appointment Setting
- Task Prioritization
- Sales Promotion
- Organizational Skills
- Multitasking
- Telephone Etiquette
- Front Desk Management
Timeline
BDC Manager
Cadillac of Fayetteville
01.2024 - Current
BDC Representative
Bleeker Buick GMC
07.2022 - 12.2022
BDC Representative
Cadillac of Fayetteville
01.2022 - Current
High School Diploma -
Hoke County High School
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