Monica Lao
Houston,TX
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service. Results-driven BDC Representative known for exceptional productivity and efficiency in task completion. Excel in customer relationship management, lead generation, and data analysis, ensuring top-notch service delivery. Strong communication skills, adaptability, and problem-solving abilities set the foundation for success in fast-paced environments. Commitment to continuous improvement and teamwork enhances overall performance and client satisfaction.
Overview
12
12
years of professional experience
Work History
BDC Representative
Classic Elite Chevrolet
04.2024 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Fostered teamwork within the department by sharing knowledge of best practices among fellow BDC representatives.
- Facilitated seamless hand-offs between departments by effectively communicating client needs and expectations.
- Optimized CRM system usage for efficient tracking of leads, prospects, and client communication history.
- Streamlined appointment scheduling for increased efficiency and improved customer experience.
- Engaged in cold and warm calls to 100-120 potential and current clients per day.
- Exceeded targeted sales goals by 25%.
- Identified customer needs by asking questions and advising on best solutions.
- Managed multiple tasks simultaneously while maintaining accuracy.
- Provided support to other BDC representatives as needed.
- Scheduled follow-up appointments for customers when necessary.
- Scheduled vehicle-showing appointments for sales team and provided reminder phone calls to customers.
- Processed incoming calls, emails, and web chat requests promptly and professionally.
Internet Sales Advisor
Mike Calvert Toyota
03.2023 - 04.2024
- Developed a strong rapport with clients through effective communication, resulting in long-term relationships.
- Meet and greet customers, follow up, set appointments, and sell the vehicle.
- Achieved consistent sales targets by implementing innovative strategies to drive sales growth.
- Spend time with customers to determine their needs, and discuss vehicle features.
- Commit to becoming an automotive sales expert, and gain in-depth knowledge of vehicles and technology.
- Test drive vehicles to demonstrate our industry-leading features.
- Complete quotes and explain financing and leasing options for new and pre-owned vehicles.
- Follow up with prospective customers via email, phone, and text.
- Responsible for enhancing personal sales through mastering the phone, following call scripts, and setting appointments to visit the dealership.
- Conducted follow-ups to secure client contentment, leading to referral generation.
- If you are experienced in giving exceptional customer service, have the drive to earn unlimited income, and want to build a career working as a sales representative with exciting new products, we look forward to talking with you.
- Managed customer inquiries via phone, email, and chat while ensuring customer satisfaction.
- Built successful online business from ground up, collecting capital, setting up online presence and managing customer interactions.
Service Advisor
Southfork Chrysler Dodge Jeep RAM
12.2022 - 03.2023
- Communicate with customers to understand and document their problems and service needs associated with their equipment
- Help customers unload and load equipment at time of drop off and pick up
- Write repair orders describing the machine's condition and the repairs or services required
- Discuss Diagnosis with Service Managers and Technicians
- Provide accurate repair estimates with labor times and parts for repair or maintenance work utilizing Dealertrack
- Understand and find ways to accommodate customer requests
- Coordinate and check in with service technicians regularly to ensure timely completion of work
- Explain scope of work to be performed and the associated charges to the customer
- Organize, manage, and file necessary paperwork and documentation
- Update customers on the status of their machines and any changes to cost or timeline
- Notify customers of repair completion and collect payment
- Follow up with customers to ensure satisfaction and resolve any issues
- Assist with loading and unloading off equipment at Drop off and pick up.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Internet Sales Advisor
Clear Lake Nissan
01.2022 - 11.2022
- Averaging 12 to 16 deals per month
- Develop relationships with potential customers, which has led to an increase in sales by 10 percent
- Follow up on inquiries via email, internet forms, and phone calls to ensure Customers have all the information they need in order to make an informed purchase
- Negotiate deals on buying and leasing automobiles to the satisfaction of both the customer and the dealership with an average customer satisfaction review score of 95 percent
- Educate customers on the features, options, and packages on a range of make and model of vehicles to assist them in making a purchase that fits their needs and budget
- Scheduled appointments for customers to review potential purchases in person and ensured that they had a satisfactory appointment with the sales associates.
Car Sales Advisor
Southfork Chrysler Dodge Jeep RAM
05.2020 - 01.2022
- Excellent verbal and written communication & computer skills
- Strong attention to detail and sense of urgency
- Ability to efficiently enter accurate information into a computerized tracking system
- Averaging 12 to 16 deals per month
- Develop relationships with potential customers, which has led to an increase in sales by 10 percent
- Follow up on inquiries via email, internet forms, and phone calls to ensure customers have all the information they need in order to make an informed purchase
- Negotiate deals on buying and leasing automobiles to the satisfaction of both the customer and the dealership with an average customer satisfaction review score of 95 percent
- Educate customers on the features, options, and packages on a range of make and model of vehicles to assist them in making a purchase that fits their needs and budget.
Loan Officer/Assistant Manager
Onemain Financial
08.2015 - 01.2020
- Submit application credit analysis for verification and recommendation
- Analyze applicant's financial status, credit and property evaluations to determine feasibility of granting loans
- Review loan agreements to ensure that they are complete and accurate according to policy
- Meet with applicants to obtain information for loan applications and to answer questions about the process
- Explain to customers the different types of loans and credit options that are available, as well as terms of those services
- Approve loans within specified limits, and refer loan applications outside those limits to management for approval
- Work with clients to identify goals and to find ways of reaching those.
- Worked with Loan Officer to create application profile in system and review key information at various stages within process.
- Streamlined communication channels between clients, Loan Officers, and underwriters to ensure timely updates and efficient information sharing.
Loan Officer
Lone Star Title Loans
11.2012 - 08.2015
- Managed a diverse portfolio of loans while maintaining strong relationships with borrowers and referral partners.
- Ensured compliance with all federal and state regulations throughout the loan origination process.
- Meticulously reviewed applicant documentation, ensuring accuracy and completeness prior to submission for underwriting approval.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Examined customer loan applications for loan approvals and denials.
- Developed systems to efficiently track loan documents and enhance accuracy.
- Collaborated with other departments to promptly process loan applications.
- Assisted customers with completing loan applications and other paperwork.
Education
Houston Community College
05.2013
High School Diploma -
Alief Taylor High School
Houston, United States05.2010
Skills
- Performance tracking
- Goal oriented
- Appointment setting
- CRM software
- Follow-up calls
- Excellent communication
- Multitasking abilities
- Cold calling
- Upselling techniques
- Full-cycle sales process
- E-commerce sales
- Strategic planning
- Customer engagement
- Staff training and motivation
- Brand representation
References
Available on request
Languages
Spanish
Native/ Bilingual
English
Full Professional
References
References available upon request.
Timeline
BDC Representative
Classic Elite Chevrolet
04.2024 - Current
Internet Sales Advisor
Mike Calvert Toyota
03.2023 - 04.2024
Service Advisor
Southfork Chrysler Dodge Jeep RAM
12.2022 - 03.2023
Internet Sales Advisor
Clear Lake Nissan
01.2022 - 11.2022
Car Sales Advisor
Southfork Chrysler Dodge Jeep RAM
05.2020 - 01.2022
Loan Officer/Assistant Manager
Onemain Financial
08.2015 - 01.2020
Loan Officer
Lone Star Title Loans
11.2012 - 08.2015
Houston Community College
High School Diploma -
Alief Taylor High School
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