Annie Lamour
Pembroke Pines
Summary
Results-driven Business Development Center Manager known for high productivity and efficient task completion. Specialize in strategic planning, team leadership, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring seamless operations and growth in competitive markets.
Overview
7
7
years of professional experience
Work History
Business Development Center Manager
Warren Henry Automotive Group
North Miami
03.2024 - Current
- Managed daily operations of the business development center for a leading automotive group.
- Collaborated with sales teams to align business development efforts with overall goals.
- Oversaw appointment scheduling to optimize team productivity and client satisfaction.
- Performed additional duties as assigned by management team members.
- Conducted regular meetings with staff to review progress on goals set for the center.
- Assisted senior management in developing long-term plans for growth of the Business Development Center.
- Leveraged cold calling, in-person visits and referrals to build leads.
- Implemented CRM strategies to improve customer engagement and retention.
- Identified and pursued upselling and cross-selling opportunities within the existing client base.
- Cultivated a culture of innovation and continuous improvement within the business development team.
- Prepared staff work schedules and assigned team members to specific duties.
Aftersales Manager
Warren Henry Automotive Group
North Miami
10.2022 - 02.2024
- Coordinated aftersales service and sales schedules for optimal efficiency.
- Maintained accurate records of service transactions and customer interactions.
- Facilitated communication between departments to enhance customer satisfaction.
- Conducted regular staff meetings with aftersales team to review performance objectives.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Drive after-sales revenue growth by monitoring KPIs, implementing upsell strategies, and ensuring follow-up on declined services.
- Utilize dealership systems (e.g., CDK, Reynolds & Reynolds, AutoAlert, MyKaarma) to manage appointments, follow-ups, and service drive performance..
- Collaborate with fixed ops and sales departments to identify service-to-sales opportunities and equity mining leads.
BDC Administrator
Warren Henry Automotive Group
North Miami
08.2021 - 10.2022
- Support BDC agents by maintaining call scripts, scheduling tools, and lead handling workflows to improve efficiency and conversion rates.
- Reconcile daily appointment logs, confirming customer attendance, and updating missed appointments or cancellations for proper follow-up.
- Analyze lead response times, contact rates, and appointment show rates; generate reports to assist management in decision-making.
- Maintain and organize internal BDC documents, tracking performance metrics, appointment confirmations, and unsold follow-ups.
- Monitor and manage leads through the CRM (e.g., Elead), ensuring prompt follow-up and accurate status updates.
BDC Sales and Service Coordinator
Warren Henry Automotive Group
North Miami
02.2020 - 08.2021
- Coordinated daily sales activities and service inquiries for customer support.
- Maintained accurate records of customer interactions and transactions.
- Handle high-volume inbound and outbound calls, emails, and texts for both sales and service departments, maintaining professionalism and a customer-first approach.
- Re-engage unsold showroom traffic, missed service appointments, and lost leads through structured follow-up processes.
- Execute call campaigns for lease-end, equity mining, service recalls, and promotional outreach using tools like AutoAlert, MyKaarma, or Xtime.
- Qualify customer needs, and route leads appropriately between sales, finance, and service advisors for timely and accurate support.
Reservations Coordinator
Betsy Hotel
Miami Beach
03.2019 - 02.2020
- Acted as primary contact for discerning guests, providing tailored service via phone, email, and online channels for reservation inquiries.
- Managed reservations using property management systems, ensuring accuracy in guest preferences and billing.
- Utilized extensive knowledge of room categories, seasonal availability, and hotel promotions to customize guest recommendations.
- Collaborated with Front Office, Concierge, Sales, and Revenue Management teams to facilitate VIP arrivals and special accommodations.
- Executed deposit processing and policy guarantees according to hotel standards, ensuring accurate documentation.
- Maintained confidentiality and upheld highest standards of guest privacy and data security.
- Consistently met or exceeded call quality, conversion rates, and guest service metrics aligned with luxury brand expectations.
Front Desk Agent
Betsy Hotel
Miami Beach
06.2018 - 02.2019
- Greet and welcome guests with a refined, service-oriented approach in line with Forbes Five-Star standards, creating a warm and memorable first impression.
- Perform seamless check-ins and check-outs using advanced PMS systems (e.g., Opera, Maestro), ensuring accuracy in room assignments, billing, and guest profiles.
- Anticipate guest needs and deliver personalized experiences, including coordinating special requests, VIP amenities, and bespoke concierge services.
- Maintain expert knowledge of hotel offerings, suites, amenities, and local attractions to make curated recommendations, and assist with itinerary planning.
Education
Associate of Arts - Business Administration And Management
Miami Dade College
Miami, FL07-2023
Skills
- Customer relationship management
- CRM strategies
- Lead generation
- Effective communication
- Team collaboration
- Customer Retention & Lifecycle Communication
- Cross-Department Coordination
- Team Supervision & Development
- Upselling & Guest Needs Anticipation
- Phone & Email Etiquette in High-Expectations Environments
Timeline
Business Development Center Manager
Warren Henry Automotive Group
03.2024 - Current
Aftersales Manager
Warren Henry Automotive Group
10.2022 - 02.2024
BDC Administrator
Warren Henry Automotive Group
08.2021 - 10.2022
BDC Sales and Service Coordinator
Warren Henry Automotive Group
02.2020 - 08.2021
Reservations Coordinator
Betsy Hotel
03.2019 - 02.2020
Front Desk Agent
Betsy Hotel
06.2018 - 02.2019
Associate of Arts - Business Administration And Management
Miami Dade College
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