Janelle Rocha
San Antonio
Summary
Results-oriented Business Development Center Manager with expertise in customer engagement and team leadership. Skilled in CRM software and enhancing organizational efficiency, driving lead conversion and customer satisfaction through strategic training and communication. Background includes identifying business opportunities, cultivating client relationships, and implementing growth strategies. Strengths encompass analytical skills, communication, and strategic planning.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Business Development Center Agent/Sales Assistant
Northside Honda
San Antonio
12.2025 - Current
- Managed high-volume inbound and outbound sales communications, increasing customer engagement and creating sales opportunities
- Responded promptly to internet inquiries to maximize lead conversion and customer satisfaction
- Coordinated and scheduled sales appointments, ensuring an organized customer pipeline for efficient follow-up
- Utilized Eleads CDK CRM to track customer interactions, maintain records, and support follow-up efforts
- Maintained accurate appointment and sales records using Microsoft Excel
- Engaged and assisted customers through third-party chat platforms, improving customer experience and satisfaction
- Communicated effectively with customers via text and email to provide timely updates and support
Service Receptionist
North Park Lincoln at Dominion
08.2024 - 11.2025
- Scheduled service appointments with customers to ensure timely maintenance. for routine maintenance, recalls, and repairs to optimize workflow.
- Scheduled service appointments using dealership management software for improved efficiency.
- Managed inbound customer calls, delivering timely assistance for service needs and appointment inquiries.
- Gathered essential customer vehicle information to assist technicians effectively.
- Communicated with customers via Autolabs text platform for appointment confirmations and updates.
- Conducted outbound outreach for recall notifications, appointment reminders, and rescheduling efforts.
- Handled customer payments accurately and balanced cash drawer at shift openings and closings.
- Maintained loaner vehicle records in Microsoft Excel to ensure accurate tracking and availability.
Sales Business Development Center Manager
Northside Autogroup/Northside Honda
San Antonio
08.2016 - 05.2024
- Managed daily operations of business development center for automotive sales, ensuring smooth functionality.
- Partnered with sales leadership to elevate lead conversion rates and improve customer experience.
- Trained and supervised BDC team members, enhancing productivity and customer engagement through targeted coaching.
- Developed and implemented training programs for new hires, ensuring adherence to service quality standards and improving onboarding experience.
- Developed employee schedules for optimal coverage and operational efficiency.
- Collaborated with marketing team to execute advertising initiatives and lead-generation efforts, driving higher engagement and interest in services.
- Achieved promotion from BDC Agent to BDC Manager through exceptional performance and leadership contributions.
- Utilized eLeads CDK CRM to track performance metrics and optimize team results.
Business Development Center Agent
Auto Trader San Antonio Dodge Chrysler Jeep Ram
San Antonio
04.2015 - 08.2016
- Engaged customers via phone and online communication to address vehicle inquiries and provide timely information.
- Resolved customer concerns promptly to maintain satisfaction and loyalty.
- Confirmed customer appointments and followed up on missed or rescheduled visits to strengthen customer engagement.
- Utilized CRM systems to track customer interactions and preferences efficiently.
- Collaborated with sales teams to support lead generation efforts and conversions.
- Guided customers in selecting vehicle options that matched their needs, preferences, and budget for optimal satisfaction.
- Purchased vehicles from private sellers and conducted trade-in appraisals to achieve inventory acquisition objectives.
Education
High School Diploma -
Cotulla High School
Cotulla, TXSkills
- Time management and prioritization
- Organizational efficiency
- Note-taking proficiency
- Customer service commitment
- Communication skills
- Microsoft Office proficiency
- Dealership operations knowledge
- Detail-oriented multitasking
- Professional phone etiquette
- CRM software expertise
- Sprout
- Gubagoo
- CarNow
- Microsoft
- Cenpos
- Google My Business
- TSD
- FORD OASIS
- Reynalds&Reynalds FOCUS
- ADP
Certification
- property and causality insurance
Timeline
Business Development Center Agent/Sales Assistant
Northside Honda
12.2025 - Current
Service Receptionist
North Park Lincoln at Dominion
08.2024 - 11.2025
Sales Business Development Center Manager
Northside Autogroup/Northside Honda
08.2016 - 05.2024
Business Development Center Agent
Auto Trader San Antonio Dodge Chrysler Jeep Ram
04.2015 - 08.2016
High School Diploma -
Cotulla High School