Kristen Furino
Oceanside
Summary
Results-driven Senior BDC Customer Service Representative with 5 years of experience in high-volume automotive service environments. Skilled in appointment optimization, customer retention strategies, prepaid maintenance sales, and CRM management. Proven ability to increase service revenue, improve CSI scores, and maintain strong client relationships while supporting service department efficiency.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior BDC Customer Service Representative
Mercedes-Benz of Rockville Centre
Hempstead
05.2021 - Current
- Manage 60+ inbound and outbound service calls daily, including appointment scheduling, confirmations, recall campaigns, and maintenance follow-ups.
- Audit 50+ upcoming service appointments daily to ensure accuracy and maximize shop capacity and technician productivity.
- Proactively follow up on declined services, maintenance intervals, and open recalls to increase retention and drive service revenue.
- Educate and sell Mercedes-Benz Prepaid Maintenance (PPM) plans to support long-term customer retention and dealership profitability.
- Monitor key performance metrics including appointment load, show rate, no-show rate, and service conversion.
- Retrieve and address post-service customer feedback to improve CSI scores.
- Maintain detailed and accurate CRM documentation.
- Train and mentor new BDC representatives on dealership procedures, CRM systems, and service operations.
- Collaborate closely with Service Advisors and Service Management to ensure seamless workflow and exceptional customer experience.
Administrative Assistant Intern
Highbury Concrete, Inc.
Queens
05.2019 - 03.2020
- Assisted in developing and improving administrative systems, policies, and procedures.
- Reconciled monthly bank accounts, credit cards, and accounts payable; verified vendor statements.
- Tracked and verified employee expenses.
- Supported company transition to paperless systems by organizing and digitizing records.
- Coordinated scheduling for partners, CFO, and Head of Operations.
- Assisted in planning and organizing company charity golf event.
- Processed payroll and maintained payroll records.
- Investigated and resolved timesheet discrepancies.
- Maintained and updated employee records.
Education
B.S. - Business Administration (Leadership & Management)
Towson University
Towson, MDSkills
- Customer Retention
- Appointment Optimization
- Prepaid Maintenance Sales
- CRM Management
- CSI Improvement
- Service Coordination
- Payroll Processing
- Administrative Systems
- Time Management
- Communication
- Problem Solving
Certification
Microsoft Office Specialist (Excel, Word, PowerPoint, OneNote)
Timeline
Senior BDC Customer Service Representative
Mercedes-Benz of Rockville Centre
05.2021 - Current
Administrative Assistant Intern
Highbury Concrete, Inc.
05.2019 - 03.2020
B.S. - Business Administration (Leadership & Management)
Towson University