Caleb Cabeza
Jacksonville,FL
Summary
Proven leader in BDC operations with a track record of enhancing lead closing rates and customer satisfaction. Expertise in creating effective communication templates and analyzing performance metrics to boost dealership performance.
Overview
8
8
years of professional experience
Work History
Internet Director
Asbury Automotive Group
Jacksonville, Florida
08.2025 - Current
- Managed inbound online leads, assigning and processing them through dealership CRM systems.
- Increased lead conversion rates by implementing structured follow-up processes.
- Trained BDC representatives and sales staff on effective communication techniques.
- Monitored lead sources, third-party listings, and website performance metrics.
- Created email and text templates to enhance customer communication efficiency.
- Scheduled appointments, facilitated warm transfers to sales, and supported deal closures as needed.
- Tracked daily, weekly, and monthly KPIs while reporting performance insights to management.
- Strengthened customer satisfaction through consistent outreach and professional engagement.
Internet Director
TT Of Jacksonville
Jacksonville , FL
04.2024 - 08.2025
- Managed inbound online leads, assigning and processing through dealership CRM systems.
- Increased lead conversion rates by implementing structured follow-up processes.
- Trained BDC representatives and sales staff on effective communication strategies.
- Monitored lead sources, third-party listings, and website performance metrics.
- Developed email and text templates to enhance customer communication efficiency.
- Scheduled appointments, facilitated warm transfers to sales, and assisted in closing deals.
- Tracked daily, weekly, and monthly KPIs, reporting performance metrics to management.
- Enhanced customer satisfaction through consistent and professional outreach efforts.
Sr Client Advisor
Asbury Automotive Group
Jacksonville, Florida
11.2017 - 03.2024
- Managed customer service visits from check-in to vehicle delivery to enhance satisfaction.
- Created accurate repair orders and communicated technician findings to address customer concerns.
- Presented recommended services and maintenance packages, consistently boosting repair order value.
- Maintained customer communication via phone, text, and email for a seamless service experience.
- Coordinated with technicians and parts departments to optimize workflow efficiency.
- Achieved high Customer Satisfaction Index scores through professional issue resolution.
- Assisted with scheduling, warranty verifications, and recall checks to ensure compliance.
Education
Bachelor of Science - Business Administration And Management
Wiregrass Georgia Technical College
Douglas, GA02-2018
Skills
- BDC and internet lead management
- CRM systems (VinSolutions, DealerSocket, eLeads)
- Lead response templates and process development
- Team leadership and training
- Digital retailing solutions (AutoFi, Roadster, Dealer Inspire)
- Lead closing and appointment setting
- Website merchandising strategies
- Marketing support (Google/Facebook ads)
- KPI tracking and reporting
- Customer engagement and follow-up
- Customer service and relationship management
- Repair order creation (ROs)
- Multi-point inspection processes
- Upselling services and maintenance packages
- Appointment scheduling techniques
- Warranty and recall verification
- Service lane operations management
- High CSI/SSI performance metrics
- DMS systems expertise (CDK, Reynolds & Reynolds, Dealertrack)
Timeline
Internet Director
Asbury Automotive Group
08.2025 - Current
Internet Director
TT Of Jacksonville
04.2024 - 08.2025
Sr Client Advisor
Asbury Automotive Group
11.2017 - 03.2024
Bachelor of Science - Business Administration And Management
Wiregrass Georgia Technical College