Summary
Overview
Work History
Education
Skills
Certification
Hobbies
Timeline
Generic

Giselle Santiago

Miami,FL

Summary

Strategic-thinking Business Development Manager with history of transforming inefficient, underperforming operations into successful enterprises. Accomplished communicator with talent for building over-achieving teams. Dedicated to continuous improvement and achieving market-leading results. Over 16 years of experience in the auto industry.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Business Development Manager

West Kendall Toyota
10.2012 - Current
  • Manage BDC Team of 8 agents.
  • Coach and train BDC Agents in Internet lead handling and processes via internet, phone, and text.
  • Established relationships with key decision-makers within customer's organization to promote growth and retention.
  • Provide weekly/monthly reporting to GM/GSM.
  • Researched and identified opportunities for account growth, account penetration and market expansion.
  • Reached out to potential customers via telephone, email and in-person inquiries.
  • Negotiated and closed long-term agreements with new clients in assigned territory.
  • Collaborated with sales and marketing departments to support business objectives and client acquisition.
  • Collaborated with company departments to develop new strategies to capitalize on emerging customer and market trends Forecasting for each month for BDC Department.
  • Completed and submitted monthly and yearly reports to support executive decision making.
  • Streamlined operations by delivering recommendations for knowledge-base processes and procedures.
  • BDC Sold contribution prior to entering management was 21%. Today team is finishing at a 34.7% contribution rate.
  • Internet lead close rate was previously as low as 2.3% and has shown growth as high as 7.9%.


Auto Sales Consultant

Carmax
10.2006 - 10.2012
  • Consulted with sales and finance managers to negotiate sales price, trade-in allowance, license fee, discounts, and financing or lease options on vehicle.
  • Accompanied customers and demonstrated performance features on test drives.
  • Drove team revenue totals by bringing in top sales numbers.
  • Performed inspection and prepared pre-owned cars prior to releasing to inventory.
  • Qualified and followed-up on potential new customer leads.
  • Made car recommendations based on preferences and outlined benefits of each car option.
  • Investigated and resolved customer grievances and escalated issues needing further investigation to appropriate department or management.
  • Demonstrated car technology options and available amenities and upgrades for each model.
  • Maintained contact with established customers to confirm satisfactory experience and encourage repeat and referral business.
  • Greeted customers upon arrival to dealership and engaged in conversation to uncover specific purchasing needs and budget.
  • Negotiated purchase prices and explained sales, warranty and optional products.
  • Qualified buyers by matching requirements and interests to various car or truck models and discussing finance options.
  • Closed sales by overcoming objections, asking for sales, negotiating price and completing purchase contracts,
  • Answered telephone and email inquiries from potential customers.
  • Demonstrated automobiles by explaining characteristics, capabilities and features, taking test drives and explaining warranties and services.
  • Greeted customers on lot and in showroom to answer questions about brand and available inventory.
  • Responded to customer enquiries via telephone and email.

Education

MBA - Business Administration

DeVry University
Downers Grove, IL
12.2013

Bachelor of Science - Technical Management

DeVry University
Downers Grove, IL
12.2011

Associate of Arts - Art History

Miami Dade College
Miami, FL
05.2005

Skills

  • Experienced Business Development Specialist with demonstrated history in the automotive industry 16 yrs
  • Skilled in Sales, Business Development, Customer Satisfaction, Sales Operations, and Customer Retention
  • Trained in Predictive Index and DiSC Behavioral Assessments
  • Certified Yellow and Green Belt in Lean Six Sigma
  • Leadership
  • Communication and Collaboration
  • Team Management
  • Sales Processes
  • Elead CRM
  • Basic Vauto uses
  • MS Office: Word, Excel, PowerPoint

Certification

  • Lean Six Sigma: Yellow and Green Belt Certified.

Hobbies

Travel

Reading

World/Art History

Photography

Writing


Timeline

Business Development Manager

West Kendall Toyota
10.2012 - Current

Auto Sales Consultant

Carmax
10.2006 - 10.2012

MBA - Business Administration

DeVry University

Bachelor of Science - Technical Management

DeVry University

Associate of Arts - Art History

Miami Dade College

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Giselle Santiago