Jessica Centeno
Bryan Honda
Fayetteville,NC
20
years of professional experience
Results-oriented professional with expertise in enhancing team efficiency and achieving organizational goals through effective communication and execution. Capable of managing multiple priorities and cultivating strong relationships with colleagues and clients. Committed to accuracy and professionalism in fast-paced environments, while continuously pursuing learning opportunities to foster a collaborative, high-performance workplace.
Work History
Sales BDC (Business Development Center) Agent
2 Years 1 Month- Sales BDC (Business Development Center) Agent is the frontline contact for generating and qualifying sales leads, especially in high-volume environments like automotive dealerships. They act as the bridge between customer inquiries and in-person sales or service appointments, ensuring a smooth and professional lead-handling process.
- Managed incoming leads through phone, email, and chat to ensure timely responses.
- Respond promptly to internet leads, phone calls, text messages, and live chat from potential customers.
- Qualify prospects by understanding their needs, budget, and readiness to move forward
- Gathered essential information to secure appointments for sales or service meetings, ensuring qualified leads were effectively managed
- Coordinated appointment scheduling to optimize sales team availability and customer experience.
- Book showroom appointments for qualified leads
- Followed up with no-shows to reschedule appointments, re-engaging potential customers and maximizing sales opportunities
- Coordinate with sales and staff to ensure smooth handoffs
- Customer Engagement and Follow-Up
- Maintained contact with customers throughout appointment process to ensure satisfaction, building rapport and fostering long-term relationships
- Provide updates on promotions, product availability.
- Address customer questions and concerns promptly.
- Data Management and Documentation
- Log all customer interactions and details in the dealership’s CRM or lead database
- Keep records accurate and up-to-date for reporting and follow-up purposes
- Assist in telemarketing and digital sales
- Attend product and sales training to stay current on offerings
- Work with the BDC manager to meet performance goals for appointments set and conversions
BDC Service Manager
12 Years 1 Month- Oversaw team operations for managing inbound and outbound service leads, focusing on warranty claims, recall appointments, maintenance scheduling, and customer service follow-ups. Directed service team to optimize response times and improve customer interactions. Championed initiatives to streamline service processes and enhance customer experience.
- Trained and supported BDC agents in following dealership processes, phone etiquette, and CRM protocols. Assisted in coaching to enhance performance and sustain motivation.
- Facilitated high lead conversion rates by improving follow-up communications through channels like phone, email, and digital inquiries. Assisted in increasing service appointment scheduling by managing incoming and outgoing lead communications effectively.
- Assisted customers by providing high-quality interactions and support. Handled escalated issues to achieve satisfactory resolutions. Promoted a consistent and positive experience for all customers.
- Collaborated with Fixed Operations Director and dealership departments to align messaging and enhance service campaigns.
- Assisted in developing and updating communication scripts, call flows, and email templates. Supported accurate usage of CRM and dealership management software to monitor leads and follow-ups.
- Oversaw daily operations of rental car department, ensuring efficient service delivery.
- Collaborated closely with operations manager and general manager to enhance operational efficiency. Partnered with operations manager and general manager to streamline workflow processes.
- Supported daily operations of car rental department by facilitating efficient service delivery and adhering to company policies. Assisted in maintaining a well-kept fleet to enhance customer satisfaction. Collaborated with team members to provide quality customer service and operational support.
- Assisted teams in completing projects on schedule and within budget limits. Supported project coordination to meet deadlines and financial goals. Facilitated communication among team members to enhance project workflow.
- Process Improvement: Support the implementation of productivity and quality improvement hands-on support role that bridges daily operations with strategic goals, ensuring the service and departments run efficiently, safely, and profitably.
- Position Title: Rental Car Department Manager
- Ensured adherence to rental standards by overseeing vehicle preparation and aligning with customer preferences.
- Assisted fixed operations manager with daily oversight of dealership service parts and body shop departments. Helped maintain operational efficiency and compliance to enhance customer satisfaction under manager's guidance.
- Facilitated resolution of customer inquiries, complaints, and service follow-ups to enhance satisfaction levels.
- Assisted with preparing work schedules by assigning tasks and coordinating with team members. Helped train and mentor new staff members to improve team efficiency.
- Reviewed and compiled operational data, service reports, and performance metrics to inform decision-making.
- Supported strategic goals through hands-on involvement in daily operations, ensuring seamless service delivery and departmental profitability.
Service Business Development Representative
2 Years 3 Months- Answer all incoming phone calls according to a proven, pre-set script, and schedule a sales or service appointment.
- Respond to customer website request (internet inquiries).
- Contact current customer base on current marketing incentives.
- Post scheduled appointments on appointment board in the Business Development Center.
- Followed up with sales or service department to determine if the appointment was kept and what the outcome was. Scheduled future contact.
- Contacted current customer base to inform about and promote current marketing incentives.
- Responded to customer website inquiries to facilitate appointment scheduling.
- Maintain and update customer changes in database.
- Notify necessary departments to inform of appointments set.
- Forward any customer concerns to the correct department Manager and follow-up.
- Maintains CSI at or above Company standards
- Displayed company core values through commitment to teamwork and customer service.
- Maintains accurate timekeeping record in timekeeping system.
- Followed company policies and procedures to ensure consistent service delivery.
Community Advocate
1 Year 10 Months- Identified and engaged clients to connect them with beneficial services
- Developed and maintained relationships with community members to foster support and collaboration
- Educate communities on the services and resources offered by the organization
- Educated communities about available services and resources to enhance access and awareness
- Serve as a representative of the organization at community events
- Collaborate with other departments to ensure the effective delivery of services to communities
- Maintaining records and reporting on outreach activities for program
Claims Examiner
2 Years 6 Months- Excelled in role requiring the ability to handle a variety of customer service and administrative tasks and resolve customer issues with expediency.
- Review and forward all documentation from the Workers Compensation Board, medical providers and employers to the appropriate parties.
- Calmed upset/angry customers Researched and rapidly solved problems and rebuilt client trust to prevent the loss of key accounts.
- Led cleanup of company database and files, organizing personnel, financial, and operational records to improve data processing and retrieval.
- Demonstrated proficiencies in telephone and front-desk reception with a high-volume environment.
- Consistently praised by management for the quality and timeliness of reports, attention to detail, exemplary customer service delivery and team-player attitude.
- Led 'clean up' of company database and files. Restored organization to personnel, financial and operational records and accelerated data input, processing and retrieval times.
Education
No Degree - Liberal Arts
Skills
Goal-oriented approach
Expert in customer engagement
Goal-oriented mindset
CRM proficiency
Negotiation tactics
Lead qualification
Effective negotiation strategies
CRM management
Timeline
Sales BDC (Business Development Center) Agent
Bryan Honda
07.2024 - CurrentRead More
BDC Service Manager
Bryan Honda
07.2014 - CurrentRead More
Service Business Development Representative
Rick Hendrick Toyota of Fayetteville
04.2012 - 07.2014Read More
Community Advocate
Community Helps Network LLC
05.2010 - 03.2012Read More
Claims Examiner
Keevily Spero Whitelaw
07.2006 - 01.2009Read More
Lehman College
No Degree from Liberal Arts
Read More