Janelle Rocha
San Antonio
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Receptionist
North Park Lincoln at Dominion
08.2024 - Current
- Take inbound calls
- Schedule service appointment(example: oil changes, recalls, repairs)
- Handle money and balance the cashbox in the beginning of the shift and ending
- Keep track of loaner vehicles on the loaner log on Excell
- Text customers though autolabs regarding service appointments
- Make outbound calls to customers based on recalls and rescheduling
- Organize pre-writes every morning
- Balancing transactions on sales and service side, submitting edit sheets to payroll/accounting
- Used CDK SMART to schedule appointments and keep track of repair orders
Customer Service Representative
Farmers Insurance Agency
06.2024 - 07.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Sales Business Development Center Manager
Northside Autogroup/Northside Honda
10.2021 - 05.2024
- Promoted from BDC Agent to BDC Manager
- Trained and supervised BDC agents
- Created and managed employee schedules
- Collaborated with the marketing team to execute advertising campaigns
- Coordinated with the sales team to ensure seamless customer service
- Utilized Eleads CDK CRM to track BDC performance and productivity
Business Development Center Agent
Northside Autogroup(Northside Ford, Chevrolet, Honda and Mercedez-Benz of San Antonio)
08.2016 - 10.2021
- Handled inbound and outbound sales calls
- Used Eleads CDK CRM to manage customer interactions
- Responded promptly to internet leads
- Scheduled sales appointments
- Recorded appointments and sales in Microsoft Excel
- Engaged customers through third-party chat systems
- Communicated with customers via text and email efficiently
Cashier/Carryout
Jason's Deli
03.2016 - 08.2016
- Processed phone orders and payments using Aloha
- Prepared and ensured accuracy of catering orders
- Delivered large catering orders to businesses
- Logged all catering orders
Data Entry Clerk
Andrew's Heavenly Ice
02.2016 - 03.2016
- Logged receipts in Excel
- Scanned documents and organized them on USB drives
- Created labels for Italian ice distributed to other businesses
Appointment Setter/Telemarketer
B2B Prospecting
07.2015 - 10.2015
- Conducted outbound cold calls
- Followed up on appointments set
- Called businesses to identify business opportunities in identified markets and territories
- Engage business owners and decision makers to make appointments for our outside sales team
Business Development Center Agent/Auto Trader
San Antonio Dodge Chrysler Jeep Ram
04.2015 - 07.2015
- Confirmed appointments and managed missed appointments
- Bought cars from individuals and appraised trade-in vehicles
- Assisted customers in finding vehicles
Assistant Manager
Wingstop
09.2012 - 04.2015
- Focused on delivering quality customer service and maintaining cleanliness
- Led shifts and managed end-of-night revenue sheets
Education
No Degree - Basics
Palo Alto College
San Antonio, TX08-2012
Skills
- Proficient time management
- Proficient in managing high-volume workloads
- Organized note taking
- Commitment to customer satisfaction
- Excellent communication and sales skills
- Proficient in Microsoft Office Suite
- Comprehensive understanding of dealership operations
- Skilled in prioritizing concurrent responsibilities
- Phone skills
- Data inputting
Certification
Property and Casualty
Property & Casualty Insurance Agent July 2024
Certified to sell Property and Casualty Insurance in the state of Texas starting July 2024
Timeline
Service Receptionist
North Park Lincoln at Dominion
08.2024 - Current
Customer Service Representative
Farmers Insurance Agency
06.2024 - 07.2024
Sales Business Development Center Manager
Northside Autogroup/Northside Honda
10.2021 - 05.2024
Business Development Center Agent
Northside Autogroup(Northside Ford, Chevrolet, Honda and Mercedez-Benz of San Antonio)
08.2016 - 10.2021
Cashier/Carryout
Jason's Deli
03.2016 - 08.2016
Data Entry Clerk
Andrew's Heavenly Ice
02.2016 - 03.2016
Appointment Setter/Telemarketer
B2B Prospecting
07.2015 - 10.2015
Business Development Center Agent/Auto Trader
San Antonio Dodge Chrysler Jeep Ram
04.2015 - 07.2015
Assistant Manager
Wingstop
09.2012 - 04.2015
No Degree - Basics
Palo Alto College
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