Gabriela Tapia Herrera

• Led the BDC team, overseeing agents' daily performance, managing appointments, and ensuring customer satisfaction.
• Trained and mentored new agents, reviewing calls, emails, and lead follow-ups to ensure adherence to company standards.
• Collaborated closely with the marketing team to ensure promotional materials, specials, and campaigns were ready for the start of each month, ensuring all agents were prepared with the latest updates.
• Communicated directly with the sales team to keep them informed about lead statuses, scheduled appointments, and customer feedback.
• Analyzed data and performance metrics, using insights to adjust strategies and improve team performance and conversion rates.

• Promoted to BDC Manager after consistently being the top performer in lead generation and appointments.
• Reviewed agents' calls and lead data, ensuring accurate follow-up and consistent conversion of leads into appointments.
• Provided detailed out-the-door pricing on both new and used vehicles, ensuring transparency and clarity for customers.
• Engaged with customers to address inquiries and schedule appointments efficiently.

• Managed the team’s daily goals, motivating them to meet and exceed benchmarks for appointment scheduling, conversion rates, and customer satisfaction.
• Facilitated training for new hires, focusing on product knowledge, customer service, and lead handling techniques.

• Generated leads, responded to inquiries, and made outbound calls to follow up on customer interests, ensuring appointments were scheduled for test drives.
• Answered inbound calls and messages, providing information on vehicle inventory, specials, and promotions, and handling customer inquiries with professionalism.
• Maintained daily follow-up with leads, ensuring each customer was moved through the sales funnel effectively and in a timely manner.
• Contributed to the dealership’s top-tier performance, consistently exceeding monthly lead generation goals.

• Managed guest check-ins and check-outs, handled phone calls, and provided outstanding customer service.
• Coordinated with other hotel departments to ensure smooth operations and guest satisfaction.
• Assisted with reservations, answering inquiries about services, and recommending local attractions to guests.