Evelyne Alexandre
Yonkers
Summary
Efficient BDC Service Representative with solid background in customer service, and clerical work. Specialize in maintaining strong customer relationships while improving business productivity. Highly skilled at coordinating appointments, managing data entry tasks, and handling high-volume phone calls. Impactful contributions include streamlining business processes to enhance efficiency and significantly improve customer satisfaction rates.
Overview
19
19
years of professional experience
Work History
BDC Service Representative
Westchester Toyota Service
Yonkers
12.2018 - 04.2025
- Respond to all service, parts and complaints • Retain an exceptional customer satisfaction index • Monitor incoming dealership satisfaction surveys • Assure appropriate customer wait timesService BDCYonkers, New York, United StatesAnswer incoming phone calls• Log customer information into database• Schedule and follow up with appointmentsService CashierYonkers, New York United statesProcess credit card transactionsGreet & smile for customers at cashier window • Count cash register at the end of shift
- Followed required scripts and guidelines for inbound and outbound sales calls.
- Facilitated communication between technicians, sales personnel, and customers.
- Participated in team meetings to discuss best practices for BDC operations.
- Resolved customer complaints and issues in an efficient manner.
- Maintained accurate records of customer interactions and transactions.
- Provided timely, courteous, and knowledgeable responses to information requests.
- Explained warranty coverage to customers as needed.
- Performed data entry of customer information into computer system.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Updated customer information in the database accurately.
- Created reports detailing daily activities such as appointment schedules, cancellations, no-shows.
- Attended training sessions on new technologies used by the BDC department.
BDC Sales and Service Representative
Central ave Nissan
Yonkers
05.2013 - 10.2018
- Followed up on sales leads through outbound calling.
- Updated customer information in the database accurately.
- Determined customer automotive needs by asking relevant questions and working to develop relationships.
- Maintained detailed records of customer interactions for future reference.
- Scheduled vehicle-showing appointments for sales team and provided reminder phone calls to customers.
- Followed up with customers after completion of service requests.
- Performed data entry of customer information into computer system.
- Generated sales by prospecting leads, cold calling and negotiating advantageous deals.
- Followed required scripts and guidelines for inbound and outbound sales calls.
- Monitored and responded to internet sales leads from company website and third party sites.
- Kept abreast of coupons, direct mailings and advertisements related to customer sales inquiries.
- Managed website inventory listing with up-to-date vehicle inventory and specifications.
- Provided timely, courteous, and knowledgeable responses to information requests.
- Greeted customers upon arrival and provided information on services offered.
- Participated in team meetings to discuss best practices for BDC operations.
- Documented sales call data in company software.
- Developed strong understanding of vehicle product knowledge to assist with automotive sales and customer questions.
- Completed day-to-day duties accurately and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
BDC Representative
Westchester Toyota
Yonkers
08.2010 - 03.2013
- Monitored call center metrics such as call volume, abandonment rate, average handle time.
- Scheduled follow-up appointments for customers when necessary.
- Followed up with customers after the sale to ensure their satisfaction with the product or service purchased.
- Processed incoming calls, emails, and web chat requests promptly and professionally.
- Greeted customers and provided excellent customer service.
- Performed data entry into computer systems accurately and efficiently.
- Provided support to other BDC representatives as needed.
- Assisted customers with inquiries, product selection, ordering, and scheduling appointments.
- Developed strong understanding of vehicle product knowledge to assist with automotive sales and customer questions.
- Scheduled vehicle-showing appointments for sales team and provided reminder phone calls to customers.
- Followed required scripts and guidelines for inbound and outbound sales calls.
- Identified customer needs by asking questions and advising on best solutions.
Cashier
Pathmark
Yonkers
05.2006 - 06.2010
- Assisted customers over the phone regarding store operations, product information and order placement.
- Followed company security procedures for handling large sums of money.
- Ensured compliance with all safety regulations within the store environment.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Conducted price checks for special orders or discounts as requested by customers.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Greeted customers and answered any questions they had about the store's products and services.
- Processed returns and exchanges of merchandise in accordance with store policies.
- Organized promotional displays or arrange merchandise on counters or tables to promote sales.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
- Stocked shelves with merchandise when needed.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Issued receipts, refunds, credits or change due to customers.
- Performed other duties as assigned by management.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
Education
Some College (No Degree) - Business Administration
Monroe College
Bronx, NYSkills
- Customer service
- Data entry
- Appointment scheduling
- Complaint resolution
- Communication skills
- Warranty explanation
- Active listening
- Training participation
- Strong multitasking
- Call center experience
- Performance tracking
- CRM software expertise
- Appointment setting
- Scripted calls
- Inbound calls
- Service oriented
Timeline
BDC Service Representative
Westchester Toyota Service
12.2018 - 04.2025
BDC Sales and Service Representative
Central ave Nissan
05.2013 - 10.2018
BDC Representative
Westchester Toyota
08.2010 - 03.2013
Cashier
Pathmark
05.2006 - 06.2010
Some College (No Degree) - Business Administration
Monroe College