Brianna Padilla
Diamond BDC
Albuquerque,NM
10
years of professional experience
Dynamic BDC Director with extensive experience in operations management and staff training. Known for improving customer engagement and satisfaction through innovative strategies and data-driven performance analysis. Committed to building strong teams and optimizing business operations.
Work History
Owner/Operator
1 Year 3 Months- Managed daily operations, ensuring efficient workflow and exceptional customer service.
- Developed marketing strategies to enhance brand visibility and attract new clients.
- Built strong client relationships through personalized communications and follow-ups.
- Analyzed market trends to identify growth opportunities and competitive advantages.
- Coordinated community outreach initiatives, fostering positive local engagement and brand loyalty.
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Consulted with customers to assess needs and propose optimal solutions.
- Cultivated a positive work environment, leading to higher employee retention rates and overall job satisfaction.
- Evaluated company performance against objectives, adjusting strategies as needed to achieve desired results.
- Oversaw the hiring process, selecting highly skilled candidates who contributed significantly to company success.
- Facilitated open communication channels among staff members, promoting teamwork for enhanced performance.
- Optimized workflow processes through careful analysis of operational needs and resource allocation.
- Trained staff on operational procedures, enhancing team performance and service quality.
BDC Director
9 Months- Managed BDC operations to enhance customer engagement and satisfaction.
- Collaborated with sales teams to create effective lead generation strategies.
- Implemented training programs for staff, improving product knowledge and service quality.
- Analyzed performance metrics to identify areas for operational improvement.
- Optimized communication systems for seamless interaction between departments and customers.
- Developed reports on call center performance, driving data-informed decisions.
- Streamlined appointment scheduling process, reducing customer wait times significantly.
- Fostered a positive team environment through ongoing support and motivation initiatives.
- Leveraged technology to respond to customer website, social media and email inquiries.
- Managed and conducted outbound calling and texting campaigns to attract business and meet objectives.
- Increased sales leads by implementing targeted marketing campaigns and strategic outreach efforts.
- Improved team productivity by developing comprehensive training programs, monitoring performance metrics, and providing ongoing feedback.
- Cultivated a culture of collaboration between various departments such as Sales, Marketing, Finance, among others through regular communication and coordination.
BDC Manager
5 Years 5 Months- Developed strategic marketing initiatives to increase lead generation and conversion rates.
- Directed team operations to enhance customer engagement and satisfaction levels.
- Implemented training programs to elevate staff performance and service quality.
- Analyzed customer feedback to identify trends and improve service offerings.
- Collaborated with sales teams to streamline communication and improve workflow efficiency.
- Monitored key performance indicators to drive accountability and performance improvements.
- Oversaw budget management, ensuring optimal resource allocation for operational success.
- Boosted employee morale by prioritizing professional development opportunities and promoting a supportive work environment.
- Established best practices for data management in CRM systems to enhance customer interactions.
- Reduced staff turnover rates through effective hiring practices focused on selecting candidates well-suited for the demands of the BDC manager role.
- Confirmed scheduled appointments to reduce chances of potential buyer no shows.
- Expanded market reach with innovative advertising strategies and compelling promotional materials.
- Established a positive workplace culture by fostering open communication, setting clear expectations, and recognizing employee achievements.
- Streamlined BDC operations by identifying inefficiencies, implementing process improvements, and reducing response times.
- Ensured compliance with industry regulations as well as company policies regarding customer data privacy in all aspects of BDC operations.
- Optimized lead management processes to ensure timely follow-ups and increased conversion rates.
- Logged customer comments in dealer management system for follow-up.
- Incorporated scripts to encourage uniform communication when scheduling sales and service appointments.
- Evaluated and monitored BDC performance regularly against established benchmarks, implementing corrective actions when necessary to ensure goal attainment.
- Managed and operated BDC departments in 3 different states across 6 different dealerships
Front Desk Coordinator
1 Year 5 Months- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Coordinated room assignments, optimizing occupancy and maximizing guest satisfaction.
- Assisted guests with inquiries, providing information on hotel services and local attractions.
- Implemented efficient scheduling practices for housekeeping staff to enhance service delivery.
- Trained new front desk staff on procedures, fostering a collaborative work environment.
- Developed and maintained positive relationships with guests, addressing concerns promptly to ensure satisfaction.
Education
High School Diploma
Skills
Operations strategy
Operations management
Operations oversight
Sales strategy
Sales negotiation
Client engagement
Documentation
Staff training
Hiring
Customer service
Marketing strategy
Results-driven approach
Schedule management
Trustworthy leadership
Dependable and reliable
Timeline
Owner/Operator
Diamond BDC
05.2025 - CurrentRead More
BDC Director
Deery Brothers of Waukee
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BDC Manager
Capital City AutoMax
07.2018 - 12.2023Read More
Front Desk Coordinator
Town Place Suites By Marriott
01.2017 - 06.2018Read More
Kansas Connections Academy
High School Diploma
Read More