Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Kristen Brown

Pembroke Pines

Summary

Results-driven BDC Manager with expertise in call center management and customer retention strategies. Proven ability to implement quality control measures, enhance customer satisfaction, and utilize CRM software effectively.

Dynamic BDC professional with extensive experience in leading teams and optimizing call center operations. Skilled in developing strategies for customer retention and enhancing lead conversion through effective CRM utilization and data accuracy.

Overview

11
11
years of professional experience

Work History

BDC Manager

Rick Case Maserati Alfa Romeo
Weston
08.2024 - Current
  • Managed daily operations of the Business Development Center.
  • Led team meetings to align on sales strategies and goals.
  • Oversaw scheduling and performance of call center staff.
  • Answered incoming questions via phone and email discussing advertised pricing and inventory.
  • Provided timely responses to customer inquiries via phone, email, and other communication channels.
  • Implemented quality control measures to ensure that all customer interactions were handled according to established standards.
  • Created and maintained a database of customers for tracking purposes.
  • Followed BDC scripts and guidelines for inbound and outbound calls.
  • Developed and implemented strategies to ensure customer retention in the BDC.
  • Developed reports summarizing key performance indicators for review by senior management.
  • Participated in regular meetings with senior management to discuss opportunities for improvement within the BDC operations.
  • Developed policies and procedures related to the BDC operations.
  • Monitored incoming telephone calls, emails, and other communication channels for inquiries from potential customers.
  • Conducted follow-up calls with existing customers to ensure satisfaction with services provided.
  • Maintained up-to-date records of customer interactions including notes about conversations had with them.
  • Identified areas of improvement within the BDC operations to increase efficiency and effectiveness.
  • Reviewed performance metrics regularly to monitor progress against goals set for the BDC team.
  • Managed day-to-day operations of the BDC including scheduling shifts, assigning tasks.

BDC Agent

Rick Case Maserati Alfa Romeo
Weston
11.2018 - Current
  • Assisted customers with inquiries and provided product information effectively.
  • Utilized CRM software to track customer interactions and follow-ups.
  • Collaborated with sales representatives to support lead conversion efforts.
  • Conducted follow-up communications to ensure customer satisfaction and retention.
  • Provided detailed information on vehicle features, financing options, warranties, and pricing.
  • Participated in training sessions designed to improve job skills related to BDC operations.
  • Monitored incoming emails from customers seeking assistance or information about vehicles or services offered.
  • Answered customer inquiries via phone, email, or online chat.
  • Facilitated communication between dealership personnel and customers through timely responses via phone or email.
  • Performed data entry tasks related to BDC operations including entering appointment details into CRM software.
  • Updated customer records with accurate contact information and notes regarding interactions.
  • Developed relationships with potential customers by providing helpful advice about products and services offered by the dealership.
  • Assisted customers in researching and selecting vehicles according to their needs and budget.
  • Followed up with customers to ensure satisfaction with the purchase experience.
  • Conducted outbound calls to follow up on leads generated from various sources such as web forms, emails.
  • Followed required scripts and guidelines for inbound and outbound sales calls.
  • Maintained electronic customer database to round up repeat business.
  • Monitored and responded to internet sales leads from company website and third party sites.
  • Provided timely, courteous, and knowledgeable responses to information requests.

Front End Supervisor

Party City
Davie
09.2014 - 11.2018
  • Supervised daily operations of front end team during peak shopping hours.
  • Trained new cashiers on register procedures and customer service standards.
  • Assisted customers with inquiries and resolved issues effectively and promptly.
  • Monitored cash handling practices to ensure compliance with company policies.
  • Managed inventory of front end supplies and ordered items as needed.
  • Collaborated with management to implement promotional displays and sales strategies.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Monitored cash drawers in checkouts to verify adequate cash supply.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
  • Delegated work to employees based on shift requirements, individual strengths and unique training.
  • Managed opening and closing procedures by reconciling sales records and cash transactions with software data.

Education

Bachelor of Arts - Criminal Justice

Keiser University
Pembroke Pines
03-2020

Associate of Arts -

Broward College
Davie, FL
12-2016

High School Diploma -

Cooper City High School
Cooper City, FL
06-2012

Skills

  • Call center management
  • Customer retention strategies
  • CRM software utilization
  • Lead conversion support
  • Data entry accuracy
  • Team leadership
  • Effective communication
  • Inventory knowledge
  • Internet sales management
  • Multitasking Abilities
  • Customer satisfaction
  • Team member motivation

Accomplishments

  • Graduated Highest Honors with Associate in Arts
  • Graduated Summa Cum Laude with Bachelors in Arts majoring in Criminal Justice
  • Salutatorian Award with Bachelors in Arts majoring in Criminal Justice

Languages

English
Full Professional
Spanish
Limited

Timeline

BDC Manager

Rick Case Maserati Alfa Romeo
08.2024 - Current

BDC Agent

Rick Case Maserati Alfa Romeo
11.2018 - Current

Front End Supervisor

Party City
09.2014 - 11.2018

Bachelor of Arts - Criminal Justice

Keiser University

Associate of Arts -

Broward College

High School Diploma -

Cooper City High School

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