Summary
Overview
Work History
Education
Skills
Timeline
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Colleen Epperson

Colleen Epperson

Manager
Bentonville,AR

Summary

Dynamic Service BDC Manager at Frank Fletcher Auto Group with a proven track record in strategic market planning and budget management. Enhanced customer loyalty through empathetic conflict resolution and developed high-performing teams. Recognized for exceeding performance metrics while fostering a collaborative work environment that drives continuous improvement.

Knowledgeable [Desired Position] with solid foundation in driving successful business development initiatives. Adept in optimizing processes and leading teams to enhance customer acquisition and retention. Demonstrated expertise in CRM systems and fostering strong client relationships.

Experienced with business development and customer relationship management. Utilizes leadership skills to drive team success and optimize customer engagement strategies. Track record of implementing effective CRM systems and fostering strong client relationships.

Overview

38
38
years of professional experience

Work History

Service BDC Manager

Frank Fletcher Auto Group
12.2011 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Implemented data-driven decision-making practices, utilizing key performance indicators to guide strategic planning efforts for the BDC department.
  • Established a positive workplace culture by fostering open communication, setting clear expectations, and recognizing employee achievements.
  • Spearheaded special projects aimed at driving continuous improvement within the department''s processes and systems.
  • Managed and conducted outbound calling and texting campaigns to attract business and meet objectives.
  • Managed budgets responsibly while ensuring adequate resources were allocated to support BDC initiatives effectively.
  • Incorporated scripts to encourage uniform communication when scheduling sales and service appointments.

Executive Director

Chamber of Commerce McDonald County, MO
04.2007 - 07.2010
  • Worked closely with organizational leadership and board of directors to guide operational strategy.
  • Oversaw financial management, ensuring fiscal responsibility and long-term sustainability for the organization.
  • Guided staff through periods of organizational change, maintaining morale and engagement during transitions.
  • Forge strong relationships with board members, providing regular updates on organizational progress and soliciting their expertise when needed.
  • Built relationships with donors, government officials and other organizations to secure funding and support for organization.
  • Represented organization to local public by giving presentations and speeches and participating in community events.

Director of Finance, Sam's Fresh Divisions

Sam's Clubs HO
04.2003 - 09.2006
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
  • Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
  • Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.

Regional Operations Manager, District Manager, Etc

Walmart Stores, Inc
02.1987 - 04.2003
  • Coordinated with other regional managers to share best practices, streamline processes, and improve overall organizational effectiveness.
  • Enhanced customer satisfaction through effective communication and problem-solving strategies.
  • Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
  • Collaborated with sales teams to develop strategies for increasing market share and revenue growth.
  • Developed processes to save on costs and prevent losses.
  • Traveled to over 4-10locations per week to manage each store and perform reviews of individual managers and employees.
  • Managed a team of diverse employees, fostering a positive work environment that encouraged collaboration and professional growth.
  • Managed budgets and financial reporting for the region, providing accurate forecasts and identifying areas for potential savings.
  • Devised and executed training plans for new and existing staff to support competency and compliance.
  • Analyzed performance metrics to identify areas for improvement and implement necessary changes.
  • Oversaw multiple facility expansions, ensuring timely completion within budget constraints.
  • Spearheaded operational procedures and processes to improve efficiency and optimize operations.
  • Enforced compliance with local, state and federal regulations and company standards.

Education

Bachelor of Science - Busisness Administration/Marketing Mgmt

Missouri Southern State University
Joplin, MO
12-1987

Skills

  • Strategic market planning
  • Sales process coordination
  • Work performance review
  • Salesforce proficiency
  • Budget management

Timeline

Service BDC Manager

Frank Fletcher Auto Group
12.2011 - Current

Executive Director

Chamber of Commerce McDonald County, MO
04.2007 - 07.2010

Director of Finance, Sam's Fresh Divisions

Sam's Clubs HO
04.2003 - 09.2006

Regional Operations Manager, District Manager, Etc

Walmart Stores, Inc
02.1987 - 04.2003

Bachelor of Science - Busisness Administration/Marketing Mgmt

Missouri Southern State University

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