Jessica Lopez
Corona,CA
Summary
BDC Representative with over 7 years of experience responding to automotive customer inquiries and setting up appointment. Results driven and dedicated to customer satisfaction. Accomplished BDC Representative with background achieving demanding customer satisfaction targets. Well-versed in giving customers brand and market-specific advertising to attract target customers.
Overview
9
9
years of professional experience
Work History
BDC Representative
Riverside Metro Auto Group
Riverside, California
12.2021 - Current
- Tracked daily performance metrics including number of calls handled per hour, day, week, month.
- Analyzed customer feedback to identify areas of improvement within BDC operations.
- Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices.
- Scheduled follow-up appointments for customers when necessary.
- Resolved customer complaints in a timely manner.
- Verified that customer accounts were up to date with all required documents.
- Participated in team meetings to discuss best practices for BDC operations.
- Processed incoming calls, emails, and web chat requests promptly and professionally.
- Assisted customers with inquiries, product selection, ordering, and scheduling appointments.
BDC Representative
Penske Automotive Group
Ontario, CA
10.2021 - 10.2021
- Scheduled vehicle-showing appointments for sales team and provided reminder phone calls to customers.
- Developed strong understanding of vehicle product knowledge to assist with automotive sales and customer questions.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Listened to customer needs to identify and recommend best products and services.
- Surpassed annual quota.
- Trained new hires to optimize profitability.
- Executed 210 outbound calls each week to existing customers.
- Followed required scripts and guidelines for inbound and outbound calls.
- Determined customer automotive needs by asking relevant questions and working to develop relationships.
- Monitored and responded to internet sales leads from company website and third party sites.
BDC Representative
Nissan
Orange, CA
03.2016 - 09.2021
- Followed required scripts and guidelines for inbound and outbound calls.
- Developed strong understanding of vehicle product knowledge to assist with automotive and customer questions.
- Determined customer automotive needs by asking relevant questions and working to develop relationships.
- Maintained electronic customer database to round up repeat business.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Listened to customer needs to identify and recommend best products and services.
Education
High School Diploma -
Newport Harbor High School
Costa Mesa, CA06.2005
Skills
- Bilingual
- Team member motivation
- Active listening
- Dealerspeed, Dealersocket, Xtime, Reynolds and Reynolds
- 35-40 WPM/ 60 keystrokes in 10-key
- Appointment setting
- Goal setting
- Customer satisfaction
- Effective communication
- Multitasking
- Team building
Accomplishments
- Exceeded call goals by an average of 89% monthly.
- Received monthly performance bonus.
- 100% score on Shop Calls.
- Customer earning recognition.
Languages
3
Education and Training
Costa Mesa, CA
Contact
Corona, CA 92882
Timeline
BDC Representative
Riverside Metro Auto Group
12.2021 - Current
BDC Representative
Penske Automotive Group
10.2021 - 10.2021
BDC Representative
Nissan
03.2016 - 09.2021
High School Diploma -
Newport Harbor High School