Barbara R. Wrench
Goose Creek,SC
Summary
Driven Business Development Director with 22 years of Call Center Management experience. Proven skill in hiring, developing and retaining high-performance teams. Motivating leader with strengths in building strategic relationships to support key business initiatives, KPIs. Highly skilled in change management for Sales, Fixed Operations and Parts. Offering excellent interpersonal and communication skills and experience managing matrixed organizations. Highly motivated and ready for new position where talents in customer satisfaction and problem solving skills can be utilized. Drives competitive growth through proactive relationship building and pursuit of opportunities. Savvy to industry trends, practices and gross profit increase that exceed KPI expectations.
Overview
22
22
years of professional experience
Work History
Business Development Director
Baker Motor Company
Charleston , SC
04.2015 - 06.2023
- Champion for researching marketing and consumer engagement solutions for Sales and Fixed operations
- Implemented AI solutions for a large demographic foot print
- Leveraged cost through building analytics to track profit growth through Microsoft Teams suite
- Built in-house analytics tracking system, for all of the solutions
- Built excel performance models and designed an informational tracking data base for customer contact measurements for all KPI measurements
- CRM project manager for development and launching E Lead, Reynolds and Sales Force for effective lead management
- Proficient in building CRM workflows and outcomes, to ensure customer engagement, to deliver profit growth
- Proficient in data mining and campaign out reach
- Built winning teams through a motivational team building management technique through coaching, training and leading by example
- Executed through identifying strengths of every team member, through rewarding achievements and coaching on opportunities for improvement and development
- Developed succession planning process to identify positions within the organization and developed action plans for individuals to assume those positions
- Recruited, hired, trained, coached trained and developed employees
- Designed interview questions based on job descriptions
- Developed and delivered performance appraisals, performance action plans and handled terminations as necessary
- Designed weighted performance composite scorecards based on job descriptions to reflect analytical view of employee’s performance
- Managed ADP timecard adherence
- Designed scripts for Managers and front-line associates to deliver a winning Customer experience to overcome objections for customers defecting
- Champion resolution for customer heat cases
- Resolved escalations for customers to deliver an exceptional customer experience to improve customer retention
- Analyzed churn metrics to improve customer engagement to retain in the sales to service cycle
- Implemented AI technologies to increase Repair order count by $85,000 per lane.
- Implemented AI delivered a 35% increase in lane capacity
- Developed a retention team that improved the customer experience that increased mystery shops, survey results and social presence
- Researched and implemented new TPX phone system reducing call abandonment below 3% and maintained an 85% service level increasing customer satisfaction and revenue growth.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
Call Center BDC Manager
Camping World
04.2017 - 09.2017
- Developed a Business Development Center for Camping world
- Traveled the East coast and trained Managers, Supervisors, BDC Agents on BDC scripts, on developed process and procedures
- Held break out training sessions with over 1200 employees
- Trained on the psychology of customer and scripts I designed exclusively for Camping World
- Developed and trained concept to intertwine with Salesforce CRM reporting
Business Development Consultant
Lexus of Charleston, BDC
04.2011 - 04.2015
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Negotiated contracts and closed sales with new and existing clients.
- Communicated with local organizations to build networks and develop leads.
- Planned marketing initiatives and leveraged referral networks to promote business development.
Call Center Manager
Commissioners of Public Works
Charleston , SC
03.2006 - 12.2010
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Call Center Supervisor
Comcast
Charleston , SC
2001.06 - 2005.10
- Identified employee and customer concerns, analyzed information and provided solutions to problems.
- Established team priorities, maintained schedules and monitored performance.
- Managed daily operational call center activities
- Supervision of inbound calls
- Trained and handled customer escalations
- Exceeded key performance indicators, quality, customer satisfaction and staff engagement
- Cross-trained existing employees to maximize team agility and performance.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Education
Graduate -
St. Andrews High School, Trident Technical College
Skills
- Technology Implementation and launch
- Marketing strategy
- Automotive Sales and Service Operations
- Call Center Management
- Team Development
- Project Management
- Recruitment
- Data Analysis through Six Sigma acumen
- Strategic Negotiations
- Performance Metric
- CRM Platforms
- Negotiation
- New Business Development
- Microsoft Suite Office, Teams, PowerPoint, Excel
- Strategic Direction
- Performance Goals
Timeline
Call Center BDC Manager
Camping World
04.2017 - 09.2017
Business Development Director
Baker Motor Company
04.2015 - 06.2023
Business Development Consultant
Lexus of Charleston, BDC
04.2011 - 04.2015
Call Center Manager
Commissioners of Public Works
03.2006 - 12.2010
Call Center Supervisor
Comcast
2001.06 - 2005.10
Graduate -
St. Andrews High School, Trident Technical College
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