Lydia Kolas
Sayreville,New Jersey
Summary
- Dedicated to giving clients prompt, professional service and advice
- Management and Customer Service skills in demanding sales and account management environments
- Excellent command of English grammar and usage
- Articulate, analytical, and detail oriented
Overview
13
13
years of professional experience
Work History
BDC Manager
21st Century Auto Group
07.2021 - Current
- Set up BDC Department for dealership
- Evaluated functioning of store and CRM database
- Corrected functionality of CRM database, revised and designed templates, implemented correct usage of process triggers for follow up of customers
- Trained internet consultant to utilize and integrate CRM system
- Hired and trained new Internet Consultants for department
- Established an increase in turnaround time on new leads from 64% to 100% in under 5 weeks
- Ensured compliance with industry regulations as well as company policies regarding customer data privacy in all aspects of BDC operations.
- Developed strong relationships with external vendors to secure favorable pricing structures for marketing tools and services required in the BDC operations.
- Enhanced customer retention through exceptional communication, attentive follow-up, and personalized service.
- Managed budgets responsibly while ensuring adequate resources were allocated to support BDC initiatives effectively.
- Optimized lead management processes to ensure timely follow-ups and increased conversion rates.
- Established a positive workplace culture by fostering open communication, setting clear expectations, and recognizing employee achievements.
- Evaluated and monitored BDC performance regularly against established benchmarks, implementing corrective actions when necessary to ensure goal attainment.
- Improved team productivity by developing comprehensive training programs, monitoring performance metrics, and providing ongoing feedback.
- Increased sales leads by implementing targeted marketing campaigns and strategic outreach efforts.
BDC Representative
Volkswagen Of Edison
01.2021 - 06.2021
- Maintained detailed records of customer interactions, ensuring consistency in communication and tailored service experiences.
- Nurtured existing client relationships through regular check-ins via phone or email correspondence.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Collaborated with sales team to ensure seamless transition from initial contact to final sale, enhancing client relationships.
- Implemented effective time management strategies to maximize productivity while maintaining a high level of attention to detail.
- Optimized CRM system usage for efficient tracking of leads, prospects, and client communication history.
BDC Manager
Maserati Of Upper Saddle River
11.2017 - 12.2020
- Ensured compliance with industry regulations as well as company policies regarding customer data privacy in all aspects of BDC operations.
- Collaborated with sales leadership to develop competitive pricing strategies that aligned with company objectives and market trends.
- Enhanced customer retention through exceptional communication, attentive follow-up, and personalized service.
- Secured repeat business from satisfied customers by consistently delivering exceptional experiences throughout the sales process.
- Expanded market reach with innovative advertising strategies and compelling promotional materials.
- Maximized revenue opportunities by identifying potential upsells and cross-sells during customer interactions.
- Increased sales leads by implementing targeted marketing campaigns and strategic outreach efforts.
BDC
Quality Auto Center
06.2012 - 11.2017
- Enhanced customer retention through exceptional communication, attentive follow-up, and personalized service.
- Streamlined BDC operations by identifying inefficiencies, implementing process improvements, and reducing response times.
- Boosted employee morale by prioritizing professional development opportunities and promoting a supportive work environment.
- Confirmed scheduled appointments to reduce chances of potential buyer no shows.
- Generated 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.
- Trained team to answer incoming phone calls and schedule appointments for sales team.
- Posted appointments on internal board to notify sales department.
- Helped team achieve goals to boost sales and build morale.
BDC/Sales Associate
Linden Volkswagen
03.2011 - 05.2012
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Assisted in the development and implementation of marketing initiatives to promote store events and special promotions.
- Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Engaged with customers to build rapport and loyalty.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
Skills
- Highly professional
- Product Promotion
- Pricing Strategies
- Honest and ethical
- Excellent communicator
- Seasoned in conflict resolution
- Excellent command of English grammar and usage
- Direct Sales
- Marketing Plans
- Sales Coaching
- Performance Evaluation
- Business Intelligence
- Time management abilities
Accomplishments
- Consistently generated additional revenue through skilled sales techniques
- Assisted in the managing of company database and verified, edited and modified members’ information
- Promoted to Assistant Manager within 2 months of entering field
- Ranked as a top performer, averaging 30% closing ratio in tri-state area
- Served as key contributing member to Leadership team
- Met monthly sales goals consecutively
- Supervised team of 9 staff members.
References
Marcus Rivera (Friend) 201-478-2162
Samir Matthews (Friend) 848-458-0044
Jennifer Figueroa (Friend) 908-344-8439
Jimmy Diaz (Friend) 908-499-2309
Timeline
BDC Manager
21st Century Auto Group
07.2021 - Current
BDC Representative
Volkswagen Of Edison
01.2021 - 06.2021
BDC Manager
Maserati Of Upper Saddle River
11.2017 - 12.2020
BDC
Quality Auto Center
06.2012 - 11.2017
BDC/Sales Associate
Linden Volkswagen
03.2011 - 05.2012
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