Kristen Liggins
Las Vegas,NV
Summary
A Cut Above BDC Sales Manager / Internet Director | Driving GROSS PROFIT in Automotive Sales & Customer Retention
Accomplished automotive sales and lease expert with extensive experience in Hybrid BDC, CRM, lead management, and digital marketing across 12 dealerships. Proven track record of exceeding sales targets, driving market growth, and delivering exceptional customer experiences. Skilled in team recruitment, training, and mentorship, with expertise in SEO, SEM, Google Analytics, and social media. Data-driven leader with a strong focus on coaching, forecasting, and high-level negotiations. Adaptable, results-oriented, and committed to innovative solutions that maximize sales performance.
Overview
16
16
years of professional experience
Work History
BDC Sales Manager
Centennial Subaru
Las Vegas, NV
07.2024 - Current
- Generated daily, weekly, and monthly reports on key performance indicators (call volume, conversion rates, sales).
- Stayed up-to-date with industry trends, products, services, and pricing.
- Guided customers in selecting vehicles to meet their needs while maximizing dealership profit.
- Coached staff on effective customer communication techniques.
- Managed vehicle selection, pricing, and specials across website and social media.
- Launched and scaled a new BDC department, increasing internet lead conversions by 43% set rate, and appointment show rate by 68%, driving sales.
Internet Sales Director / Desk Manager
Jim Marsh Chrysler Jeep
Las Vegas, NV
11.2022 - 07.2024
- Drove YOY sales growth by optimizing CRM systems and implementing effective strategies.
- Led cross-department collaboration to integrate sales strategies and improve customer management.
- Trained and empowered sales teams, boosting CRM efficiency and conversion rates.
- Managed 10 salespeople and 2 BDC reps, increasing Internet closing ratio by 8% and driving revenue growth.
- Increased monthly lead generation from 500 to 1700 through strategic marketing.
- Developed and executed sales plans to meet monthly, quarterly, and annual goals.
- Trained sales staff on product knowledge and customer service to enhance performance.
- Managed inventory and established acquisitions department to boost pre-owned vehicle stock.
- Negotiated deals and closed sales efficiently, driving revenue.
- Analyzed competitor pricing to adjust strategies and stay competitive.
- Mentored employees to achieve sales and CSI goals.Researched competitor pricing and adjusted strategies to stay competitive.
- Mentored employees to meet sales and CSI objectives.
BDC/Digital Sales Manager
Downey Hyundai
Downey, United States
08.2020 - 08.2022
- Established and managed the 10th BDC, resulting in a 35% sales increase for new and pre-owned vehicles.
- Implemented a Hybrid BDC process, boosting appointments, closing ratios, and gross profit.
- Analyzed key performance indicators to enhance client return on investment.
- Developed employees and drove successful attainment of sales goals.
- Negotiated deals with customers in order to close sales transactions quickly and efficiently.
- Built sales forecasts and schedules to reflect desired productivity targets.
BDC Sales Manager/Ecommerce Operations
Westlake Hyundai Genesis, O'gara Coach
Thousand Oaks, United States
07.2019 - 03.2020
- Spearheaded Dealer Development operations and built Sales/Service BDC and Internet departments for a dealership outside Los Angeles.
- Oversaw Internet/BDC processes, software, and vendor management, optimizing lead generation and sales.
- Led digital marketing (SEO/SEM/VSEO/OTT/CVT), boosting visibility and sales, with expertise in Tier 1, 2, and 3 advertising, ensuring 100% compliance with Hyundai Coop guidelines.
- Recruited, trained, coached, and mentored high-performing Internet Sales and BDC teams, ensuring consistent achievement of sales goals.
- Executed daily, weekly, and monthly sales objectives, surpassing management/OEM benchmarks.
- Managed email campaigns, increasing customer engagement and conversions.
- Drove social media platforms and reputation management, enhancing brand presence and customer satisfaction.
BDC Sales Manager
Puente Hills Toyota - Hitchcock Automotive, City of Industry
, California
03.2019 - 07.2019
- Daily handling of incoming internet inquiries, telephone communications, and on-site visitors.
- Managed various social media channels.
- Expanded digital marketing strategies.
- Responsible for a staff of 10 Sales Associates and 3 BDC Specialist.
- Designed efficient work processes and online protocols, increasing YOY closing percentages from 4% to an impressive high of 12% within four months.
- Facilitated conversion of service patrons to vehicle purchasers.
BDC / Internet Marketing Director
Puente Hills Hyundai/Genesis - South Bay Hyundai
City of Industry, CA
08.2009 - 03.2019
- Led the BDC/Internet operations across four dealerships.
- #1 Genesis Dealership in the US 8 years in a row
- Facilitated seamless execution of processes related to electronic queries, call handling, and visitor support.
- Business Development and Public relations
- Directed social media platforms, enhancing brand presence and engagement.
- Customer Relations/Customer Retention
- Managed advertising budgets across Tier 1, 2, and 3 levels, optimizing national, regional, and local campaigns to maximize brand visibility and sales performance.
- Oversaw the launch of 4 new dealership locations (2 Hyundai / Genesis, 2 Mazda).
Education
High School Diploma - General Studies
Gardena High School
Skills
- CRM Manager
- CDK, ADP Desking, VAUTO, Rapid Recon
- DealActivator, AutoAlert
- Advertising Budgets
- Brand Development Strategies
- Closing
- Social Media/Reputation Management
- Inventory Management
Languages
References
References available upon request.
Timeline
BDC Sales Manager
Centennial Subaru
07.2024 - Current
Internet Sales Director / Desk Manager
Jim Marsh Chrysler Jeep
11.2022 - 07.2024
BDC/Digital Sales Manager
Downey Hyundai
08.2020 - 08.2022
BDC Sales Manager/Ecommerce Operations
Westlake Hyundai Genesis, O'gara Coach
07.2019 - 03.2020
BDC Sales Manager
Puente Hills Toyota - Hitchcock Automotive, City of Industry
03.2019 - 07.2019
BDC / Internet Marketing Director
Puente Hills Hyundai/Genesis - South Bay Hyundai
08.2009 - 03.2019
High School Diploma - General Studies
Gardena High School
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