Shawn Heath

* Drive traffic to multiple dealership showrooms by managing the daily activities of 5 teams of BDC Agents. (BMW-Mini-Honda-Infiniti-Volkswagen)

Attend daily morning "10 Minute" Meetings with each sales desk to discuss the previous days sales opportunities, the outcome of each and the desired course of action to follow up.

* Ensure that the BDC is properly staffed to a level that will maximize the appointment setting of inbound inquires by schedule and attendance monitoring. Make adjustments to the schedule and document any team members change in schedule due to tardiness or call out accordingly. Initiate progressive discipline when necessary.

* Monitor hourly each agents activity volume and coach them when needed on how to hit or exceed their KPI Standards.

* Perform T.O.'s for agents that need assistance or a second voice to convince the customer that setting an appointment to come in is their best option to continue their shopping experience.

* Monitor all inbound inquires through various systems such as: Eleads, CallRevu, ect. to ensure that each inquiry is logged, appointed, confirmed and or additional follow up is scheduled to further attempts for an appointment.

* Conduct weekly one-on-one performance / coaching evaluations to determine each agents area's of deficiency and coach them in methods they can utilize to increase their performance in those area's.

* Report all BDC Activity and the outcome / performance of each agent / team daily, weekly and monthly through proper reporting systems and face to face meetings with upper management.

• A retired Correctional Officer Captain and Certified Florida Department of Law Enforcement Instructor.