Hi, I’m
Norkeia Barnes
Fort Lauderdale,US
Summary
Results-driven professional with extensive experience in administrative support, automotive dealership management and call center operations.
Proven track record of leading BDC teams, managing office and tag/title operations, and driving customer satisfaction and sales growth. Skilled in CRM systems, appointment scheduling, DMV compliance, and multi-department coordination, consistently improving workflow efficiency and operational accuracy. Recognized for optimizing processes, coaching high-performing teams, and delivering exceptional customer service. Adept at managing financial documentation, deal processing, and office administration to support dealership profitability and regulatory compliance.
Overview
16
years of professional experience
1
Certification
Work History
Benji Auto Sales
Admin Assistant | Tag & Title Assistant
04.2023 - 09.2025
Job overview
- Handled data entry for vehicle sales, service appointments, and customer communications.
- Ensure customers are properly checked in for sales appointment, and schedule service appointments using dealership management software (e.g., CDK, Dealer Center).
- Assisted in preparing and submitting DMV paperwork for new and used vehicle sales, including title transfers and registrations.
- Followed up with banks, financial institutions, and DMV offices to resolve title-related issues.
- Prepared temporary tags and ensured timely issuance of permanent license plates.
- Supported dealership management with clerical tasks, filing, and customer follow-ups.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Audited and reviewed title documents for accuracy and compliance with state and federal regulations.
Jacob’s Pre-Owned
Automotive Office Manager
11.2021 - 02.2023
Job overview
- Verify that funds have been collected and the correct lienholder paid off before processing title.
- Prepare payoff checks for new vehicles and trade-ins
- Maintained organized digital and physical filing systems for contracts, titles, and customer records. ( CDK ) ( Dealer Center)
- Processed vehicle title, registration, and tag paperwork accurately while maintaining compliance with state and DMV regulations.
- Assisted accounting team with invoicing, payment processing, and reconciliation of daily deposits
- Manage day-to-day administrative operations of the dealership office, ensuring smooth communication between sales, service, and finance departments.
- Contributed to onboarding processes by preparing employee files and assisting HR with payroll and administrative documentation.
- Managed deal jackets, verified documentation accuracy, and liaised with the finance team to ensure timely funding.
- Process vehicle sales paperwork (titles, registrations, DMV documentation).
Paragon Honda
BDC Manager
03.2016 - 06.2021
Job overview
- Lead and supervise the BDC team, including hiring, training, scheduling, and performance management.
- Oversee inbound and outbound call activities, ensuring all customer inquiries and leads are followed up promptly (ELeads, DealerSocket, Dealer Center)
- Develop scripts, email templates, and phone strategies to improve appointment-setting and conversion rates.
- Track and report BDC performance metrics (appointments set, show rates, sold ratios, etc.).
- Collaborate with sales, service, and marketing departments to ensure consistent communication and lead handling.
- Monitor CRM (Customer Relationship Management) usage to ensure all leads are logged, updated, and followed through.
- Handle escalated customer issues and ensure excellent customer service standards are met.
- Implement strategies to increase lead generation, appointment show rates, and overall sales.
- Maintain knowledge of dealership promotions, inventory, and special offers to inform customers effectively.
- Support marketing campaigns by following up on digital, social media, and third-party leads.
Paragon Honda
BDC Agent
05.2012 - 03.2016
Job overview
- Answer inbound sales and service calls, emails, and online inquiries in a professional and timely manner.
- Make outbound calls to internet leads, past customers, and service prospects to schedule appointments.
- Set confirmed appointments for the sales or service team, ensuring all details are accurate and complete.
- Follow up on no-shows, missed appointments, and unsold showroom traffic.
- Maintain detailed and up-to-date customer information within the CRM system.
- Coordinate with sales and service departments to ensure smooth handoffs and accurate communication.
- Provide information on current inventory, promotions, and dealership services.
- Meet or exceed daily, weekly, and monthly appointment and contact goals.
- Deliver excellent customer service to ensure a positive impression of the dealership.
- Participate in regular training to enhance communication, product knowledge, and system efficiency.
PRC LLC
Administrative Assistant
01.2010 - 02.2012
Job overview
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Volunteered to help with special projects of varying degrees of complexity.
- Established administrative work procedures to track staff's daily tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed filing system, entered data and completed other clerical tasks.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Liaised between clients and vendors and maintained effective lines of communication.
Education
University of Phoenix-ArizonaFort Lauderdale, FL
Bachelor of Science from Business
10.2025
University Overview
Human Resource Management Certificate
University of Phoenix-Arizona
Associates of Art from Business Fundamentals
06.2017
Florida Youth Challenge AcademyJacksonville, FL
High School Diploma
06.2010
Skills
- Customer Relationship Management (CRM)
- Inbound & Outbound Communication
- Appointment Scheduling
- Vehicle Title & Tag Processing
- DMV Documentation & Compliance
- Office Administration & Data Entry
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Payroll & Invoice Processing
- Lead Management & Customer Retention
- Deal Jacket & Financial Paperwork Review
- Team Training & Leadership
- Sales & Service Coordination
- Conflict Resolution & Problem Solving
- Attention to Detail & Accuracy Strong Interpersonal & Communication Skills
Certification
- Certified- Notary Public
- Certified- Administrative Assistant
- Certification - Eleads BDC Manager
Timeline
Admin Assistant | Tag & Title Assistant
Benji Auto Sales
04.2023 - 09.2025
Automotive Office Manager
Jacob’s Pre-Owned
11.2021 - 02.2023
BDC Manager
Paragon Honda
03.2016 - 06.2021
BDC Agent
Paragon Honda
05.2012 - 03.2016
Administrative Assistant
PRC LLC
01.2010 - 02.2012
University of Phoenix-Arizona
Bachelor of Science from Business
University of Phoenix-Arizona
Associates of Art from Business Fundamentals
Florida Youth Challenge Academy
High School Diploma