Lydia Watson
Gower,USA
Summary
Dedicated to maximizing sales through active listening and tailored solutions. Focus on understanding customer needs and ensuring satisfaction throughout the buying process. Strengthens relationships post-sale to foster loyalty and encourages referrals.
Overview
12
12
years of professional experience
Work History
Business Development Center Representative
Morris Smith Ford
Leavenworth, Kansas
01.2025 - Current
- Conducted outbound calls to existing clients, promoting additional services to increase revenue opportunities.
- Researched potential leads through database queries and online resources.
- Assisted customers with inquiries regarding vehicle options and financing solutions.
- Coordinated follow-up communications to enhance customer satisfaction after visits.
- Handled incoming calls, directing them to appropriate departments efficiently.
- Provided product knowledge to facilitate informed customer decision-making.
- Supplied clear pricing information, fostering trust and transparency in all communications.
BUSINESS DEVELOPMENT MANAGER
ROLLING HILLS AUTO PLAZA
Saint Joseph, Missouri
01.2020 - 09.2024
- Analyze reports to maximize contact with inbound and outbound callers.
- Monitor digital communication via text, chat, email and form submission.
- Ensure leads are receiving responses within 10 minutes and communication is delivered to customers correctly.
- Encouraging my team of agents to efficiently communicate information to multiple prospects accurately, meeting all expectations for KPI.
- Complete 150-200 personal tasks per day, audit CRM data, provide end of month sales and performance reports.
- Sending out day two video to customers that have not yet reached out. This introduces me them to the customer and helps to engage the customer into a conversation.
- Create targeted campaigns for lead generation.
- Welcome the inquiring customer to the store, team and products via videos created and sent to engage in conversation and invite, beginning the buying process and offer superior support.
- Answer overflow from other departments to schedule appointments for service, maintenance/repair, and relay mechanical FAQ.
- Answer inbound calls/overflow for the sales department to schedule appointments, confirm inventory availability and provide information on vehicle details, features, pricing, etc.
- Maintain and improve efficiency by monitoring and updating the lead processes for continued improvement. Manage vendors and lead providers, tracking cost to close ratios and controlling cost by adjusting quickly.
- Creating and scheduling time-based tasks in a 30-90 day range for agents to re-engage and encourage the sale process to resume appropriately.
- Distribute and complete lists of outbound calls to confirm, reschedule and follow up with missed appointments. Call to encourage customer retention and complete required outreach by OEM.
- Present CRM Activity Reports to Management for ongoing sales coaching.
- Manage and track marketing and sales to determine customer origin analytics on multiple platforms, adjusting ad spend as needed.
- Organize team attendance to relevant trainings on all systems to keep team familiar and current with updates. Attend trainings that align with the role of my agents, as well as my own duties. Attend demos to evaluate new/improved industry tech.
- Assisted in sales and customer service for Honda, Toyota, and Nissan brands, enhancing customer satisfaction.
CHILD CARE PROVIDER & OWNER/OPERATOR
LYDIA'S DAYCARE
01.2018 - 01.2020
- Providing nurturing care, safety and supervision to 5-6 children under age 4.
- Provided and documented state-compliant, nutritious snacks for all children twice per day. Prepared and served one balanced meal, following health regulations and provided hydrating beverages throughout; such as juice, milk and water. Allergen-aware prep was followed.
- Planned various activities and delivered educational lessons and games to stimulate the brain for learning and development.
- Designed games to encourage kindness and social skills through multiple ways of communication, suitable for all ages and stages.
- Regularly changed diapers to keep pre-potty trained children clean and comfortable.
- Ensure the safety of all children within my care. Emotional comfort was given while appropriately teaching emotional regulation and gently redirecting negative reactions in social situations.
SHIFT MANAGER & TEAM LEAD
BREAKTIME CONVENIENCE STORE
05.2019 - 11.2019
- Open and close the store, and prepare for customers, clean up all messes for neat appearance and balance all registers, account for all transactions.
- Assist customers by answering questions and working as a cashier.
- Hire, train and supervise employees. Provide ongoing coaching for best performance.
- Adjust prices and inventory in the computer system to match display pricing.
- Supervise and audit restocking efforts nightly before the end of shift.
- Balance register and account for all transactions made during shift. Track and record all lottery sales and loyalty rewards claimed in the report for corporate review, daily.
CUSTOMER SERVICE REPRESENTATIVE
KANSAS GAS SERVICE
04.2014 - 07.2015
- Assisted customers in connecting new accounts, closing existing accounts and gently communicating as we were reconnecting suspended services.
- Email and phone inquiries answered in a timely manner with accurate information.
- Accepting customer payments, applying deposits and installation fees to customer accounts and recording needed equipment.
- Setup payment arrangements for customers struggling financially to prevent loss of services and disconnection fees.
- Dispatched service requests and repair orders and expedited projects by collaborating to arrange scheduling between the customer and the field team.
- Verifying customer information for security reasons. Documenting all conversations and information, payments, extension requests, reconnection orders, notifications of address changes and all other details discussed.
Education
DIPLOMA -
TOPEKA WEST HIGH SCHOOL
Topeka, KS05-2011
2 SEMESTERS COMPLETED - BUSINESS ADMINISTRATION
WASHBURN TECH
Topeka, KS05-2011
Skills
- Customer Service
- Targeted Email Campaign Design
- Software Process Engineering
- Lead Distribution and Routing
- Call Center Management and Leadership Coaching
- Data Analyzation and Reporting
- Marketing Strategy
- Communication
- Conflict Resolution
- Data Mining and Sales Generating
- Sales Development Strategy
- Customer Retention
- Software and Process Training
- Sales Engagement Expert
- B2C Sales and Satisfaction
- Product knowledge
- Outbound calling
- Effective communication
- CRM software
- Cold calling
- Social media marketing
- Staff training
References
- Dareen Elder, bigd22569@gmail.com, (816) 885-9585
- Mike Wachtel, mwachtel@rollinghillsauto.com, (816) 383-1255
- Mike Gisick, mgisick@eckautogroup.com, (316) 361-6453
- Jason Heard, jsnhrd@gmail.com, (816) 217-3769
Additional Information
Available upon request, Available upon request
Profile Objective
I am dedicated to earning each sale by listening to the shopper and staying responsive. I work hard to understand their needs so I can present my product as their solution. It is my professional goal to expand my skills and sharpen my service mentality to accommodate the prospect through the entire process. Maintaining engagement after the sale increases business by inspiring clients to share their experience and encourages customer loyalty. I enjoy providing guidance for a smooth ride along the buyer's journey.
Timeline
Business Development Center Representative
Morris Smith Ford
01.2025 - Current
BUSINESS DEVELOPMENT MANAGER
ROLLING HILLS AUTO PLAZA
01.2020 - 09.2024
SHIFT MANAGER & TEAM LEAD
BREAKTIME CONVENIENCE STORE
05.2019 - 11.2019
CHILD CARE PROVIDER & OWNER/OPERATOR
LYDIA'S DAYCARE
01.2018 - 01.2020
CUSTOMER SERVICE REPRESENTATIVE
KANSAS GAS SERVICE
04.2014 - 07.2015
DIPLOMA -
TOPEKA WEST HIGH SCHOOL
2 SEMESTERS COMPLETED - BUSINESS ADMINISTRATION
WASHBURN TECH