LaCole Young
Atlanta,GA
Summary
Results-driven BDC Manager specializing in developing and monitoring successful outbound and inbound phone and internet campaigns to maximize dealership traffic. Demonstrated business development, leadership and operations experience in busy automotive center. Hires, trains and motivates BDC team to meet sales and customer service objectives.
Results-oriented sales consultant with over 5 years of experience producing outstanding results and strong revenue growth for busy Automotive industry. Successful closing sales quickly and securing repeat business. Motivated and respected professional with excellent communication and negotiation skills.
Overview
9
9
years of professional experience
Work History
BDC Manager
Marietta Luxury Motors
Marietta, GA
01.2019 - 03.2021
- Coach and develop the team
- Develop and execute outbound internet digital and phone campaigns
- Assist staff with answering and distributing leads, CRM generated tasks
- Work closely with the call center team to ensure all customer issues and concerns are answered promptly
- Report weekly/monthly/quarterly to GM and Senior Management on department performance based on KPIs
- Manage all aspects of the department including, but not limited to: scheduling staff ,monitoring rep performance (calls, emails, chats) and implement monitor BDC processes
- Trained team to answer incoming phone calls and schedule appointments for sales team.
- Managed and conducted outbound calling and texting campaigns to attract business and meet objectives.
- Leveraged technology to respond to customer website, social media and email inquiries.
- Posted appointments on internal board to notify sales department.
- Confirmed scheduled appointments to reduce chances of potential buyer no shows.
- Generated monthly promotional letters, postcards and emails to encourage customers to visit dealership.
- Offered incentives to reschedule no-show and canceled appointments.
- Engaged with internet customers and scheduled appointments electronically for added customer convenience.
- Incorporated scripts to encourage uniform communication when scheduling sales and service appointments.
- Logged customer comments in CRM dealer management system for follow-up.
- Helped team achieve monthly goals to boost sales and build morale.
Client Care Agent
LivePerson
Alpharetta, GA
03.2018 - 01.2019
- Assisting chat representatives to follow proper processes, as well as answering technical and soft skill questions
- Diagnosis and resolution of routine customer inquiries
- Assisting clients with product implementation
- Escalation and follow up on unresolved issues
- Management of customer Interaction and utmost professionalism
- Updated policies and procedures, leading continuous improvement of resident assessments and care.
- Answered customer questions via telephone, email and live chat services.
- Provided friendly greeting to visitors and gave knowledgeable and authoritative responses.
- Interacted with team members across departments to research and resolve customer issues.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Explained available products and services, demonstrated features, and used persuasive communication strategies to redirect concerns.
Internet Sales Manager
Atlanta Car Group
Doraville, Marietta, GA
08.2016 - 01.2018
- Handle Incoming Sales Leads and follow through
- Learn all Inventory and Services
- Test Drives, Contracting Customers
- Direct Sales/Closing deals
- Manage Manheim Internet Sales
- Upload inventory on Manheim sites
- Respond quickly to internet, phone and live chat inquires using email, phone and live chats
- Participate in team and process development meetings and goals
- Answer all incoming calls, schedule a sales or service appointment
- Log all customer comments and details in CRM database
- Keep track of all appointments, sold or follow up required
- Schedule follow up contact if no appointment is made in CRM database
- Reschedule no show appointments
- Contact Internet clients via e-mail and phone to schedule sales or service appointments
- Utilize CRM tracking daily, Maintain CSI at or above Management standards, Providing exceptional service throughout the customer's buying experience
- Communicating effectively both in person in person and over the phone to discover the customers' needs and wants
- Using various provided computer programs (Eleads , Provisions, Contact at Once, Microsoft Excel, Word, Power Point, Key Trac ,Dealer Trac, Credit Jockey)
- Consulting customers to the appropriate next step based on their situation
- Facilitating steps of the sale, vehicle appraisal process, test drives , and submitting finance applications
- Marketing via social media
- Qualify and Follow up on warm internet leads regarding new and pre-owned vehicle availability, price and options
- Handle Incoming Sales Leads and follow through
- Learn all Inventory and Services
- Test Drives, Contracting Customers
- Direct Sales/Closing deals
- Responded to internet inquiries and phone calls in timely matter.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Exceeded targets by building, directing and motivating high-performing sales team.
- Acted as first point of contact for Atlanta Car Group.
Leasing Agent InternMarietta
Dwell @750
, GA
05.2015 - 12.2015
- Maintained a detailed knowledge of the apartment community, amenities and community
- Provided a daily inspection of show apartments and model appearance
- Handled all aspects of leasing apartments, including greeting prospective residents, touring the community, closing the sale, processing applications in a timely manner, typing leases, following up with prospects, obtains signatures for completion of leases/paperwork prior to move-in
- Maintained an acceptable closing ratio
- Collected and secured rental payments
- Produced reports in a timely, accurate and complete manner, including the monthly market survey, locator log and commission sheets.
- Toured property with prospective tenants and provided wealth of information in regards to its key features.
- Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
- Distributed and followed up on tenant renewal notices.
- Resolved conflicts between tenants regarding noise, encroachments and parking.
- Invited prospects to fill out application upon completion of property tour.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local and federal housing requirements.
- Escalated major issues to property manager for immediate remediation.
- Scheduled various contractors to complete needed work on vacant and occupied units.
Receptionist
Azion Motors
Marietta, GA
07.2007 - 07.2011
- Excelled in role requiring the ability to handle a variety of customer service and administrative tasks and resolve customer issues with expediency
- Demonstrated proficiencies in telephone and front-desk reception within a high-volume environment
- 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
- Restored organization to personnel, financial and operational records and accelerated data input, processing and retrieval times
- Consistently praised by management for the quality and timeliness of reports, attention to detail, exemplary customer service delivery and team-player attitude.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients and updated client records.
- Responded to inquiries from callers seeking information.
- Managed multiple tasks and met time-sensitive deadlines.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Answered phone promptly and directed incoming calls to correct offices.
- Oversaw inventory materials monitoring, requisitions and supply re-stocking.
- Triaged incoming calls on multi-line phone system and directed to departments based on customer needs.
- Kept records in CRM to maintain customer data.
Education
Executive Apartment Training LLC - undefined
Southern High School
Mitsubishi Academy Sales Certified - undefined
2017
Business Administration
American InterContinental University
Schaumburg, IL08.2012
Diploma - undefined
2007
Skills
- Exceeds sales goals
- Excellent communicator
- Highly professional
- Client management
- Listening skills
- Results-oriented
- Sales presentations
- Lead follow up
- Goal-oriented
- Internet savvy
- Energetic self-starter
- Reliable and punctual
- Skills
- Proficient in
- Excel, Word, PowerPoint, Outlook, and Type 55 WPM, Highly skilled in the use of Yardi, AppFolio, Key Trak, LRO, Provisions, Dealer Trac , Credit Jockey, Leads, Provisions, Contact at Once, Title Tech
- Proficiency in CRM
- Providing Feedback
- Revenue Growth
- Client Satisfaction
- Customer Inquiries
- Assignment Delegation
- Team Meetings
- Customer Service and Assistance
- Staff Support
- Customer Experience
- Team Relationships
- Vendor Contracts
- Personnel Management
- Client Needs Assessment
- Maintaining Clean Work Areas
- Closing Procedures
- Client Correspondence
- Office Supplies and Inventory
- Customer Loyalty
- Microsoft Access
- Clerical Support
- Dealership Management
- Office Equipment
- Training Seminars
- PowerPoint Presentations
- Administrative Support
- Google Drive
- Accounts Payable and Accounts Receivable
- Complex Problem-Solving
- Product Promotion
Timeline
BDC Manager
Marietta Luxury Motors
01.2019 - 03.2021
Client Care Agent
LivePerson
03.2018 - 01.2019
Internet Sales Manager
Atlanta Car Group
08.2016 - 01.2018
Leasing Agent InternMarietta
Dwell @750
05.2015 - 12.2015
Receptionist
Azion Motors
07.2007 - 07.2011
Executive Apartment Training LLC - undefined
Southern High School
Mitsubishi Academy Sales Certified - undefined
Business Administration
American InterContinental University