Summary
Overview
Work History
Education
Skills
Timeline
OperationsManager

Quessie Wilkerson

Quitman,GA

Summary

Oriented BDC Manager driven to capture incoming leads and convert to sales. Proven track record of exceeding sales goals and driving customer satisfaction. Friendly, ambitious, and organized. Business savvy and experienced in sales and marketing. Possesses strong organizational, follow-up and paper-flow handling skills. Proficient in advertising guidelines and effective sales approaches. Well-versed in giving customers brand and market-specific advertising to attract target customers. Dedicated to increasing sales.

Overview

14
14
years of professional experience

Work History

BDC MANAGER

Ford
Valdosta, GA
10.2018 - Current
  • Developed proficiency with features of BDC CRM software to input and track communications
  • Conducted multi-channel communication with customer via email, phone and website
  • Acquired complete knowledge of product information related to makes and models of dealership inventory to mentor customer service department effectively
  • Maintained current schedule and payroll of up 15 BDC Agents, and assignment of customer to up 20 Sales Associates.
  • Scheduled service appointments at customer convenience, building rapport and maintaining client relationships
  • Met pre-set guidelines for weekly appointments, shows and outbound calls
  • Hired and trained staff members oversaw department teams, and delegated assignments to employees according to skill sets
  • Performed SEO on dealership websites increasing traffic
  • Resolved information access issues, troubleshooting to improve customer and internal data entry and access
  • Documented work processes, project initiation, production, and updates to assist creation of change management policies
  • Performed proactive outbound calls to schedule regular maintenance, recall notifications and preventive services
  • Followed BDC scripts and guidelines for inbound and outbound calls
  • Lowered online marketing cost by evaluating lead source conversions rates and impact on key performance indicators.

OPERATIONS MANAGER

Fresh Beginnings Inc, CDK
Valdosta, GA
03.2013 - 05.2018
  • Managed company operations with responsibility for profit and loss, scheduling, training, and inventory control
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics
  • Delivered positive customer experiences by implementing effective quality assurance practices
  • Improved morale and management communication by creating employee recognition and rewards practices
  • Recruited, hired, and trained crew members on application of projects, customer relations and customer service
  • Produced SOPs to document workplace procedures and optimize productivity through standardization
  • Presented 100% performance and productivity reports to supervisors
  • Measured and reviewed performance via KPIs and metrics
  • Conducted employee observations and documented findings
  • Published customer satisfaction results from feedback forms and correspondence
  • Guided employees on understanding and meeting changing customer needs and expectations
  • Motivated and evaluated hundreds of personnel for performance improvement and goal achievement
  • Responded to information requests from superiors, providing specific documentation
  • Crafted operations best practices using audits and project management team feedback
  • Participated in quality audits, collaborating with team leaders
  • Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements
  • Built strong operational teams to meet process and production demands
  • Designed performance metrics to track progress and strategic business goals.

CSR

CSR
Valdosta, GA
02.2009 - 02.2013
  • Escalated problematic customer concerns, maintaining calm, friendly demeanor
  • Educated customers on special pricing opportunities and company offerings
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
  • Assisted customers with making payments or establishing payment plans to bring accounts current
  • Fielded customer complaints and queries, fast-tracking them for problem resolution
  • Upheld quality control policies and procedures to increase customer satisfaction
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
  • Asked probing questions to determine service needs and accurately input information into electronic systems
  • Explained benefits, features, and recommendations to maximize client retention
  • Answered inbound calls, chats, and emails to facilitate customer service
  • Set up and activated customer accounts
  • Improved customer service waits times to mitigate complaints
  • Relayed customer feedback to cross-functional teams to improve products and services
  • Trained new employees on procedures and policies to maximize team performance
  • Trained new hires on products and services, best practices, and protocols to reduce process gaps
  • Exceeded company productivity standards on consistent basis.

Nursing

GA, Abraham Baldwin Agricultural College
Tifton, GA

Wiregrass Georgia Technical College
Valdosta, GA
  • Ranked in Top 95% of class
  • Completed professional development in Customer Contact Specialist
  • ACCOMPLISHMENTS
  • Recognized as Employee of the Year for outstanding performance and team contributions for 2020 and 2021
  • Exceeded sales goals by average of 40% every year
  • Created highly effective bonus structure programs that significantly impacted efficiency and improved operations
  • Led team to receive additional bonuses and earning recognition from upper management and financial reward
  • Promoted from BD Agent to BDC manager, in less than 04-months
  • Computed Data Reports - Provided required weekly, monthly, and quarterly reports listing sales figures and client track records
  • Sales - Consistently generated additional revenue through skilled sales techniques
  • Database Maintenance - Assisted in the managing of the company database and verified, edited, and modified members' information.

Education

HIGH SCHOOL DIPLOMA - undefined

Abraham Baldwin College
May 1992

Brooks County High School
Quitman, GA
06.1989

DOCTOR, NURSING SCIENCE

D.N.SC

Skills

  • Team Management Staff Training And Motivation Excellent Sales And Negotiation Skills Goggle Analytics
  • Conflict Resolution Analytical People Skills Computer/ Digital Marketing Skills Planning & Organizing
  • Active Listening And Communication Skills Customer Experience Building Morale
  • Research And Data Management Customer Service And Assistance Market Strategy Proficiency In CRM
  • Staff Support Maintaining Clean Work Areas Pricing Strategies Sales Forecasting Delivery Schedules
  • Call Select Monthly Closings Closing Procedures Operational Processes Providing Feedback
  • Sales Coaching Team Relationships Social Media Updating Office Procedures Document Organization
  • Staff Meetings Active Learning Customer Satisfaction Internet Sales Management Clerical Support
  • Continuous Improvement Process Performance Strategies Performance Evaluations
  • External Communications Employee Timesheet Processing Annual Evaluations Marketing Plans
  • Customer Loyalty Dealership Management Customer Inquiries Troubleshooting

Timeline

BDC MANAGER

Ford
10.2018 - Current

OPERATIONS MANAGER

Fresh Beginnings Inc, CDK
03.2013 - 05.2018

CSR

CSR
02.2009 - 02.2013

Nursing

GA, Abraham Baldwin Agricultural College

Wiregrass Georgia Technical College

HIGH SCHOOL DIPLOMA - undefined

Abraham Baldwin College

Brooks County High School

DOCTOR, NURSING SCIENCE

D.N.SC

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