Ebony Haney

Managed up to 8 BDC Representatives in 2 dealerships, BMW and MINI

Hired, trained, motivated, and was responsible for disciplining and terminating BDC Reps, when necessary

Trained newly hired client advisors and ensured that all employees were set up with the correct accesses for all programs

Created schedules for coverage and approved vacation time

Responsible for handling internet and phone leads, as well as lease and finance portfolio

Put processes in place to follow up with all unsold leads, including unsold showroom, maximizing monthly appointments

Maintained a 90% appointment show rate

Assigned leads and appointments to client advisors, following up with them to ensure the proper information was given to the customer, notes were put in the CRM and there was proper follow up

Created phone scripts, as well as email and text templates

Provided discounted price quotes to customers via phone and took deposits

Reviewed recordings for all sales calls, retraining when necessary and made manager calls to customers in order to secure an appointment and/or sale

Utilized Automotive Mastermind's lead mining tool to contact customers and offer incentives to upgrade their vehicles, or purchase extended warranties

Developed processes to include upgrade offers to customers in service

Managed sales events from approving print and email ads to creating customer list for contact, organizing decorations and food, proper floor coverage, posted sales event ads on social media platforms, and around the dealership, as well as including it in service RO's

Created email blast and reoccurring emails for follow up

Conducted monthly meeting with the CRM provider and all internet lead providers including chat services to correct any issues and make sure that we are utilizing all necessary tools properly, retraining when necessary

Reconciled all lead provider reports, such as billing from True Car to ensure accuracy, disputing bills when necessary

Merged all duplicate leads and reconciled sold list in the CRM

Insured that all BDC reps and client advisors task list were completed

Monitored unanswered communication (phone, email, text) and insured that the customer was followed up with, even when the advisor is off for the day

Reviewed and completed all monthly commission for the BDC Reps

Provided daily and monthly reports to management, showing the amount of leads received, appointments made and showed as well as phone calls, emails and text made

Assisted in managing 9 BDC Representatives in 11 dealerships, 6 brands including BMW, Land Rover, Volvo, Volkswagen and Mazda

Insured that all leads were responded to in 15 minutes or less, answering all questions

Checked all dealer websites, making sure they were running properly

Assisted in creating a weekly schedule for all BDC

Trained BDC in the CRM, call handling and lead management

Created email templates for each brand

Ensure that representatives meet, or exceed their monthly appointment objective

Reviewed BDC emails before they were sent to the customer

Created follow up processes

Reviewed sales calls

Conducted weekly training sessions with BDC one on one

Answer internet leads with a response time of 20 minutes or less

Answer phone ups

Assign all internet and phone ups, ensuring follow up

Contact lease and loan portfolio customers, making appointments for pre-inspections and sales

Follow up with all unsold showroom traffic

Sent email blast and made appointments for special sales events

Create the IMN Newsletter every month to be sent out to our customers.

Manage a staff of 4 BDC Representatives

Create schedules, ensuring proper coverage

Hire and train new employees

Review commissions

Provide price quotes to customers

Make sure that all internet leads are answered no more than 15 minutes or less

Responsible for ensuring at least a 65% email capture on all phone ups

Reviewing all calls, using Call Source, ensuring all customers are properly handled

Manage the CRM system, making sure all employees are using it correctly and handling all issues that arise with the system

Send daily and monthly reports to the corporate office regarding lead totals, sales conversions and cost per lead

Ensure all BDC Reps are managing their task list

Instituting processes for the road to the sale

Manage the dealership website and post specials weekly

Create the IMN monthly newsletter, posting specials and managing leads

Manage BDC representatives

Provide price quotes to customers

Make sure all client advisors follow up with their call list using Save a Deal

Manage all internet leads and unsold showroom traffic, making sure they are being followed up with in a timely fashion and are successfully converted to sales

Set appointments for customers coming off lease to review their options for a new lease or purchase

Ensure all unsold showroom customers are contacted and objections are overcome in order to lead to a sale

Analyze the sales from all lead providers, making changes as necessary

Send email blast to customers with current specials

Work with directly with an account manager for the CRM, making sure everything is running smoothly and all features are effectively utilized

Manage and work with vendors from Carfax, Auto Trader, Zag, Auction 123 and Dealer.com (dealership's website) making sure the product is being utilized to the fullest extent

Deleting old inventory from all websites

Creating and sending the dealership's newsletter every month

Coordinate all special sales events by advertising the event, making appointments, ensuring that there are proper refreshments and managing the event for the day and making sure everything runs smoothly

Manage lease retention, making sure all employees are following up with their customers and orphan customers are re-assigned to new client advisors

Take pictures of pre-owned vehicles for our website when necessary

Post and sell pre-owned vehicles as well as parts and accessories on EBay and Craigslist

Started the BDC Department

Manage over all CRM operations including re-training employees and resolving all issues

Manage all phone ups, setting appointments for the customers to visit the dealership

Manage all internet leads, making sure they are answered in a timely fashion and convert them into sales

Provide price quotes to customers

Make sure all unsold customers are followed up with

Call and set appointments for customers to review their options at the end of their lease

Responsible for resolving all CSI complaints for sales, parts and service in Forsight

Listening to recorded service and sales phone calls, retraining employees as necessary and following up with the customers who called into the dealership

Manage the dealership website

Coordinate all special sales events

Posting parts and accessories on the dealership's EBay site, which included setting the best price, answering customer questions, shipping all items as well as maintaining customer feedback and leaving feedback for customers

Maintained being the top Internet/BDC Representative with the most appointments and solds

Answered internet leads and set appointments

Quoted lease and purchase pricing over the phone and email, if necessary

Contacted customers with dealership specials

Follow up with all unsold leads by phone and email

Answered all phone calls