Lizbeth Palma
South San Francisco,CA
Summary
Accomplished Lead Service BDC Representative at Lexus Of Serramonte, adept in oral and written communication. Excelled in enhancing service appointment conversions and customer satisfaction through continuous training and effective problem-solving. Demonstrated leadership by streamlining operations, achieving significant efficiency improvements.
Overview
6
6
years of professional experience
Work History
Lead Service BDC Representative
Lexus Of Serramonte
Colma
01.2024 - Current
- Responsible for generating service appointments through online inquiries and various lead management tools, as well as manage inbound and outbound calls.
- Train new BDC representatives, as well as develop call scripts and objection-handling techniques to improve conversion rates.
- Conduct phone surveys to assess customer satisfaction and quality of experience during the visit.
- Perform clerical and administrative duties for the Service Department.
Center Manager
European Wax Center
Burlingame, CA
03.2022 - 12.2024
- Supervise and motivate Wax Specialists and Guest Service Associates, set center sales goals and lead team to achieve monthly KPI's.
- Manage day-to-day operations of the center, including scheduling, timesheet adjustments, inventory control, supply orders, and promotional marketing.
- Resolve guest issues in a timely manner using experience management platforms, provide resolutions and follow ups to ensure ultimate customer satisfaction.
- Train newly hired receptionist candidates for multiple locations on front desk procedures as well as product and service package sales.
- Schedule and manage guest reservations using Zenoti software, answer incoming calls, perform check-out procedures including collecting payment for invoices.
Customer Experience Coordinator
Marshalls
Colma, CA
07.2019 - 03.2022
- Handled complex customer concerns and developed successful resolutions, satisfying business requirements and customer needs.
- Trained new team members in POS operations, credit and loyalty programs.
- Supported and responded to POS coverage needs while coordinating rest and meal breaks for all associates.
- Assisted store management with coaching and developing employee improvement strategies to encourage exceptional performance and efficiency.
Education
Bachelor of Science - Business Administration, Marketing
California State University - East Bay
Hayward, CA12-2025
Certificate of Achievement - Esthetics
Skyline College
San Bruno, CA12.2022
Associate of Science - Business Administration, Economics
Skyline College
San Bruno, CA12.2021
Skills
- Oral and Written Communication
- Phone Etiquette
- Multitasking and Time Management
- Microsoft 365 and Google Applications
- Complex Problem Solving
- Customer Service
Languages
Spanish
Native/ Bilingual
Timeline
Lead Service BDC Representative
Lexus Of Serramonte
01.2024 - Current
Center Manager
European Wax Center
03.2022 - 12.2024
Customer Experience Coordinator
Marshalls
07.2019 - 03.2022
Bachelor of Science - Business Administration, Marketing
California State University - East Bay
Certificate of Achievement - Esthetics
Skyline College
Associate of Science - Business Administration, Economics
Skyline College
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