Melissa Aguilera
Homestead
Summary
Results-driven BDC Manager with expertise in lead generation, training, and customer satisfaction. Proven ability to analyze performance metrics and develop strategies that enhance team productivity and improve customer retention. Dynamic professional with extensive experience in customer engagement and team collaboration. Skilled in training and mentoring staff to optimize sales processes, enhance customer satisfaction, and drive effective lead generation strategies.
Overview
9
9
years of professional experience
Work History
BDC Manager
Lorenzo Nissan Homestead
Homestead
11.2025 - Current
- Managed daily operations of the business development center.
- Trained and mentored staff on customer engagement techniques.
- Oversaw lead generation and follow-up processes for sales teams.
- Developed strategies to improve customer satisfaction and retention.
- Analyzed performance metrics to enhance team productivity.
- Collaborated with sales department to streamline communication channels.
- Implemented training programs for new employees in BDC operations.
- Coordinated marketing efforts to increase dealership visibility and outreach.
- Answered incoming questions via phone and email discussing advertised pricing and inventory.
- Analyzed customer feedback data to identify trends in service requests and complaints.
- Coordinated activities between sales staff and other departments within the organization such as marketing or finance.
- Participated in regular meetings with senior management to discuss opportunities for improvement within the BDC operations.
- Developed and implemented strategies to ensure customer retention in the BDC.
- Maintained current schedule of management and sales associates to assign interested customers with available employees.
- Conducted follow-up calls with existing customers to ensure satisfaction with services provided.
- Followed BDC scripts and guidelines for inbound and outbound calls.
BDC Representative
Hgreg Nissan Kendall
Palmetto Bay
01.2024 - 10.2025
- Managed customer inquiries through phone, email, and chat channels.
- Scheduled appointments for sales and service teams efficiently.
- Provided product information and answered customer questions promptly.
- Collaborated with sales staff to optimize lead generation efforts.
- Maintained accurate customer records in dealership management software.
- Assisted in resolving customer complaints to enhance satisfaction.
- Followed up with clients post-appointment to ensure satisfaction levels.
- Coordinated marketing campaigns to promote dealership services effectively.
- Assisted customers with inquiries, product selection, ordering, and scheduling appointments.
- Scheduled follow-up appointments for customers when necessary.
- Processed incoming calls, emails, and web chat requests promptly and professionally.
- Developed strong working relationships with internal departments to ensure customer satisfaction.
- Followed up with customers after the sale to ensure their satisfaction with the product or service purchased.
- Provided support to other BDC representatives as needed.
- Analyzed customer feedback to identify areas of improvement within BDC operations.
- Determined customer automotive needs by asking relevant questions and working to develop relationships.
- Developed strong understanding of vehicle product knowledge to assist with automotive sales and customer questions.
- Resolved customer complaints in a timely manner.
- Participated in team meetings to discuss best practices for BDC operations.
- Maintained an organized filing system for customer records and documents.
Sales Representative
Hgreg Nissan Knedall
Palmetto Bay
08.2021 - 03.2022
- Engaged customers to understand needs and recommend suitable products.
- Maintained product knowledge to effectively address customer inquiries and concerns.
- Collaborated with team members to optimize store presentation and merchandising.
- Processed customer transactions accurately and efficiently at the point of sale.
- Managed inventory levels through regular stock checks and replenishment orders.
- Assisted in training new sales representatives on company policies and procedures.
- Developed strong relationships with customers to encourage repeat business and loyalty.
- Participated in promotional events to enhance brand visibility and attract new clients.
- Developed key customer relationships to increase sales.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Analyzed customer feedback to improve products and services.
- Performed regular follow-ups with prospects to close deals in a timely manner.
BDC Representative
Hgreg Nissan Kendall
Palmetto Bay
03.2020 - 03.2021
- Scheduled appointments for sales and service teams efficiently.
- Managed customer inquiries through phone, email, and chat channels.
- Provided product information and answered customer questions promptly.
- Collaborated with sales staff to optimize lead generation efforts.
- Maintained accurate customer records in dealership management software.
- Assisted in resolving customer complaints to enhance satisfaction.
- Followed up with clients post-appointment to ensure satisfaction levels.
- Coordinated marketing campaigns to promote dealership services effectively.
- Assisted customers with inquiries, product selection, ordering, and scheduling appointments.
- Scheduled follow-up appointments for customers when necessary.
- Processed incoming calls, emails, and web chat requests promptly and professionally.
- Developed strong working relationships with internal departments to ensure customer satisfaction.
- Followed up with customers after the sale to ensure their satisfaction with the product or service purchased.
- Provided support to other BDC representatives as needed.
- Analyzed customer feedback to identify areas of improvement within BDC operations.
- Determined customer automotive needs by asking relevant questions and working to develop relationships.
Concierge Agent
HGreg
North Miami
10.2018 - 01.2020
- Served as the first point of contact for customers in person and by phone, ensuring a professional and welcoming experience.
- Managed high-priority and escalated customer complaints, including service delays, billing concerns, and dissatisfaction with sales or service outcomes.
- De-escalated tense situations by actively listening, showing empathy, and providing clear explanations and next steps.
- Investigating customer concerns and coordinating resolutions with Service Advisors, Sales Managers, and Upper Management.
- Assisted in resolving issue to improve customer satisfaction and retention.
Operations Assistant
The Law Offices of Alex A. Hanna
Doral
04.2018 - 10.2018
- Managed daily office operations and maintained organized filing systems.
- Coordinated client communications and scheduled appointments effectively.
- Processed incoming mail and ensured timely distribution to appropriate departments.
- Supported billing processes by tracking client payments and maintaining records.
- Collaborated with team members to facilitate smooth office operations and support initiatives.
- Utilized software programs such as Excel, Word, Access, for data entry, analysis and reporting purposes.
- Organized and filed important company documents, spreadsheets and reports.
- Provided administrative support to the Operations Manager by preparing reports, documents and presentations.
- Supervised day-to-day facility operations in accordance with set policies and guidelines.
- Ensured that all safety protocols were followed during day-to-day operations.
Receptionist
HGreg
Doral
07.2017 - 04.2018
- Greeted clients and visitors, creating a welcoming atmosphere at the dealership.
- Maintained organized front desk operations, ensuring supplies were stocked and accessible.
- Assisted in administrative tasks, supporting team members with daily responsibilities.
- Updated customer information in the database accurately for record-keeping purposes.
- Greeted visitors and provided them with assistance.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
Education
High School Diploma -
Westland Hialeah Senior High School
Hialeah, FL06-2016
Skills
- Customer relationship management
- Lead generation
- Performance analysis
- Employee training
- CRM software
- Appointment scheduling
- Client engagement
- Problem solving
- Effective communication
- Conflict resolution
- Team building
- Performance evaluation
Languages
English
Professional
Spanish
Professional
References
References available upon request.
Timeline
BDC Manager
Lorenzo Nissan Homestead
11.2025 - Current
BDC Representative
Hgreg Nissan Kendall
01.2024 - 10.2025
Sales Representative
Hgreg Nissan Knedall
08.2021 - 03.2022
BDC Representative
Hgreg Nissan Kendall
03.2020 - 03.2021
Concierge Agent
HGreg
10.2018 - 01.2020
Operations Assistant
The Law Offices of Alex A. Hanna
04.2018 - 10.2018
Receptionist
HGreg
07.2017 - 04.2018
High School Diploma -
Westland Hialeah Senior High School