Daniela Pelayo
Summary
Experienced Market Area Manager with 10 years of recruiting, onboarding, and sales experience. Skilled in leadership, team management, and achieving sales targets to drive revenue growth. Proven ability to work with diverse teams across departments to achieve common goals and foster collaboration. Expert in cold prospecting, market analysis, and dealer consulting. Proficient in utilizing CRM systems, setting goals, and developing dealers for success. Strong communication, interpersonal, and organizational skills. Previous experience as a Cross Functional Store Manager and Sales Manager, demonstrating a track record of leading teams, driving sales performance, and ensuring high levels of customer satisfaction. Recognized for exceeding goals, providing exceptional service, and maintaining strong relationships with customers and financial institutions.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Market Area Manager
Credit Acceptance
Fairfield, CA
01.2024 - Current
- Engaging in both virtual and in-person cold prospecting daily to expand my market presence
- Assist independent and franchise car dealers in my designated area as an expert consultant, aiming to enhance their car sales
- Analyze daily trends in the automotive finance industry, swiftly adapting to changes to maintain competitiveness in my market
- Utilize Oracle as a CRM to maintain follow up, post visit notes, and move dealers through enrollment
- Set up daily and weekly goals within my assigned territory
- Ability to work remotely and prioritize work efficiently
- Prospect, set up and develop over 100 dealers in assigned area
- Focus on developing dealers and act as an advisor by conducting inventory analysis , reviewing their selling process, and recommend different options based on my findings.
- Proactively work on applications with dealers via remotely or in person
- Train dealers on utilizing our credit application portal
- Attend weekly and monthly teams calls to discuss success and opportunities amongst peers and/or leaders
Cross Functional Store Manager
CarMax Auto Superstores
Pleasant Hill, California
07.2019 - 01.2024
- Led a team of 32 customer specialists, overseeing all aspects of store operations, including sales, customer service, inventory management, vehicle service, business operations, and associate development.
- Proactively planned daily business operations, including volume and staffing, to ensure associates have the necessary tools and training for a seamless customer experience tailored to their needs.
- Operated and maintained applicant tracking and candidate management systems.
- Managed all aspects of the business areas and operating procedures through the execution of Area of Responsibility duties, leading cross-functional teams, and problem-solving opportunities.
- Fostered positive associate relations and drove associate development by role modeling successful behaviors and providing timely and effective feedback through individual meetings, file reviews, performance management, and the Annual Performance Review process.
- Conducted interviews, hired, trained, and promoted associates to support store operations and company growth.
- Obtained and responded to customer feedback through direct interaction, internal staff communication, and written surveys as needed.
- Reviewed and assisted with customer escalations through sales force using case management systems to ensure timely and proper issue resolution within 48-hour deadlines.
- Communicated with over 12 financial institutions to discuss stipulations or negotiate terms for approved customer vehicle qualifications.
Sales Manager
CarMax Auto Superstores
Fairfield, CA
02.2017 - 07.2019
- Managed a team of 15 sales consultant's providing guidance, coaching, and support to drive sales performance.
- Developed and implemented sales strategies.
- Conducted regular training sessions to enhance produce knowledge and sales techniques
- Established strong relationships with customers, ensuring high levels of customer satisfaction and repeat business.
- Collaborated with cross functional teams to improve operational efficiency and customer experience.
- Conducted monthly team meetings to reinforce goals, objectives, and policies, ensuring clear expectations were set and understood.
- Identified, hired, and trained highly-qualified staff, teaching best practices, procedures, and sales strategies.
- Effectively handled customer relations issues, enabling quick resolution and ensuring high levels of client satisfaction.
- Actively managed Voice of Customer (VOC) for store, following up with customers, conducting table touches, and monitoring social media reviews.
- Communicated with financial institutions to discuss stipulations , negotiate terms or post sale document follow up
Presidents Club Sales Associate
CarMax Auto Superstores
Fairfield , California
02.2014 - 02.2017
- Followed up on warm Internet leads and promptly responded to customer inquiries regarding vehicle availability, price, and options from various marketing websites.
- Effectively handled telephone and email inquiries from potential customers, providing accurate and helpful information.
- Demonstrated strong sales skills by closing deals, overcoming objections, negotiating prices, and completing purchase contracts.
- Welcomed customers on lot and in showroom, addressing their questions about brand and available inventory.
- Ensured readiness of purchased vehicles by preparing them and conducting final delivery checks.
- Demonstrated vehicles by explaining their characteristics, capabilities, and features, conducting test drives, and providing information on warranties and services.
- Assisted customers by answering their questions about products and services, locating merchandise, and promoting key items.
- Maintained up-to-date knowledge of store sales, payment policies, and security standards.
- Provided exceptional service and created pleasant shopping experiences for retail customers.
- Recognized with "above and beyond" award for consistently delivering exceptional customer service.
- Achieved Platinum Presidents Club level by consistently meeting or exceeding monthly unit budget of over 20 vehicles and maintaining VOC score over 90%.
Education
High School Diploma -
Will C Wood High School
Vacaville, CA06-2010
Skills
- Strong leadership and team management abilities
- Excellent communications and interpersonal skills
- Proven track record of achieving sales targets and driving revenue growth
- 8 years of recruiting and onboarding experience
- Detail oriented with exceptional organizational and time management skills
- Exceptional ability to work with diverse teams across departments to achieve common goals, foster collaboration and drive successful outcomes
Accomplishments
- Assisted with the grand opening of a new location, which involved conducting interviews, hiring, onboarding, leading, and developing a team of 25 cross-functional associates.
- Successfully increased store customer Net Promoter Score (NPS) goals from 43% to 88% in less than 60 days.
- Maintained exceptional customer satisfaction score of 87% in retail services by supporting the technicians through daily check ins, issue resolutions, and weekly updates. Store service team currently rated top 4 in the company.
Certification
-
CNP - Certified Notary Public
-
Vehicle Vin Verifier
Technical Toolkit
- Proficient in CRM software (e.g. , Sales Force, Power BI, UKG, Workday)
- Knowledge in Microsoft Office Suite (Word,Excel, PowerPoint)
- Skilled in using applicant tracking systems and candidate management systems (Workday Recruiting, Evergreen Requisitions)
Timeline
Market Area Manager
Credit Acceptance
01.2024 - Current
Cross Functional Store Manager
CarMax Auto Superstores
07.2019 - 01.2024
Sales Manager
CarMax Auto Superstores
02.2017 - 07.2019
Presidents Club Sales Associate
CarMax Auto Superstores
02.2014 - 02.2017
High School Diploma -
Will C Wood High School