Ashley Inoa
The Bronx,NY
Summary
Professional in business development and customer relationship management, bringing valuable experience in managing teams and enhancing operational efficiency. Renowned for collaborative approach, ensuring adaptability to dynamic environments and consistently achieving targets. Skilled in CRM systems, team leadership, and strategic planning.
Overview
10
10
years of professional experience
Work History
Service BDC Manager
Fordham Toyota Service
New York, NY
12.2015 - Current
- Manage a team of 14.
- Handle the schedule for BDC Receptionists, and cashiers.
- Train team to answer incoming phone calls and schedule service appointments.
- Develop training programs for staff to improve product knowledge and service efficiency.
- Streamline communication processes between departments, ensuring timely updates and responses.
- Improve team productivity by developing comprehensive training programs, monitoring performance metrics, Quality Assurance, and providing ongoing feedback.
- Evaluate and monitor BDC performance regularly against established benchmarks, implementing corrective actions when necessary to ensure goal attainment.
- Boost employee morale by prioritizing professional development opportunities and promoting a supportive work environment.
- Help team achieve goals to boost sales and build morale.
- Coordinate scheduling to optimize service bay utilization and reduce customer wait times.
- Analyze customer feedback to refine service offerings and address recurring issues effectively.
- Mentor junior staff in best practices for handling customer inquiries and resolving complaints.
- Cultivate a culture of collaboration between various departments such as Sales, Marketing, Finance, among others through regular communication and coordination.
- Ensure compliance with industry regulations as well as company policies regarding customer data privacy in all aspects of BDC operations.
- Enhance customer retention through exceptional communication, attentive follow-up, and personalized service.
- Manage budgets responsibly while ensuring adequate resources are allocated to support BDC initiatives effectively.
- Oversee inventory management systems, ensuring accurate stock levels for service parts and supplies.
- Leverage technology to respond to customer website, social media and email inquiries.
- Reduce staff turnover rates through effective hiring practices focused on selecting candidates well-suited for the demands of the BDC manager role.
- Incorporate scripts to encourage uniform communication when scheduling sales and service appointments.
- Establish a positive workplace culture by fostering open communication, setting clear expectations, and recognizing employee achievements.
BDC Receptionist
City World Ford
Bronx, NY
09.2018 - 12.2019
- Managed front desk operations, ensuring efficient customer service and seamless appointment scheduling.
- Coordinated incoming calls and inquiries, directing them to appropriate departments for timely resolution.
- Maintained accurate records of customer interactions and transactions in dealership management system.
- Assisted in inventory management by tracking supplies and ordering necessary materials as needed.
- Facilitated communication between sales staff and customers, improving overall satisfaction and engagement levels.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Scheduled appointments for clientele to come in to discuss the purchasing or financing of a vehicle.
- Placed outbound phone calls to customers who inquired about a vehicle via the internet.
- Placed outbound calls to customers who's leases were up to negotiate lower vehicle payments or purchase a newer model.
BDC Receptionist
Victory Mitsubishi
Bronx, NY
11.2017 - 07.2018
- Scheduled appointments for customers to discuss options in purchasing a vehicle.
- Made outbound calls to customers who inquired about a vehicle and auto loans.
- Made outbound calls to confirm service appointments.
- Worked on Credit Reports with the Finance team.
- Responded to inquiries from callers seeking information.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
Education
GED -
Dewitt Clinton High School
Bronx, NYCertificate in Medical Billing & Coding -
ABC
Bronx, NY06-2020
Skills
- Sales coordination
- Quality assurance
- Performance evaluation
- Microsoft Word
- Management
- Accounts Receivable
- CDK Global
- Eleads
- Blueprint
- Callrater
- DealerFX
- Budget management
Languages
Spanish
Native or Bilingual
Timeline
BDC Receptionist
City World Ford
09.2018 - 12.2019
BDC Receptionist
Victory Mitsubishi
11.2017 - 07.2018
Service BDC Manager
Fordham Toyota Service
12.2015 - Current
GED -
Dewitt Clinton High School
Certificate in Medical Billing & Coding -
ABC