Jennifer Diaz **** w **th st Los Angeles, CA ***** Home: 213-***-**** ace16n@r.postjobfree.com

OBJECTIVE Seeking a full time position as a Business Developer. Excellent in customer service and communication skills, positive attitude, detailed oriented, and the ability to multi-task in a fast passed environment. Fluent in English and Spanish

WORK EXPERIENCE

August 2013-Present DCH Toyota of Torrance

BDC Representative

Dealer Socket

o Inbound calls- Answer any questions customers have regarding

our advertisement.

o Outbound calls- Call all my leads and find out if they are still

interested in purchasing or selling a vehicle.

o Make at least or over 100 calls per day.

o Set appointment to earn client’s business.

o Send appointment confirmation emails, reply to any internet lead,

and give customers information on vehicle they are interested in.

Notate all profiles with good notation

Oct 2011-August 2013 West Covina Toyota/ Kia of Downtown Los Angeles, CA

BDC Representative

n Reynolds’s and Reynolds’s System

o Inbound calls- Answer any questions customer’s have regarding our

advertisement. Set appointment for customer to go into our dealership.

o Outbound calls- Call all my leads and find out if they are still in the

market to purchase vehicle or if they are still interested.

o Make at least or over 125 calls per day.

o Track all the inbound and outbound calls I make per day.

o Schedule appointments for customer to take their vehicle in for

service.

o Send appointment confirmation emails, reply to any internet lead, and

give customer’s information on vehicle there interested in. o Notate all profiles with good notation.

May 2010-Oct 2011 Glendale Nissan Glendale, Ca Customer Service Relations Manager

n NNAnet.com, Era Access

o Inbound calls- Help any customer with any issue at the time of purchase of their vehicle or at the time vehicle was in service, any dilemma in general. Also, schedule any service appointments for customer’s vehicle.

o Outbound Calls- Called customer’s that just purchased vehicle and let them know that they will be receiving a survey from corporate to see how was our service. Same scenario when customers took vehicle to service. I also called customer’s that had recalls on their vehicle and set up appointment.

o Make over 100 calls per day.

o Took care of sales and service retention for the whole dealership. Including sister store across the street Infinity of Glendale retention for service.

o Gave Sales associated training on good customer service to our customers, how to deliver a car, making phone calls and updates on their CSI (Customer Service Index) score.

o Printed Report on whole retention scores for sales and service for the General Manager,General Sales Manager, and service Director.

o Keep customers profile confidential and notate profiles with incidents

o Will take over any heat there was between customers and our dealer.

March 2008 to May 2010 Darden’s Los Angeles, CA Collector/ Customer service

n Spectrum System

o Inbound calls- Help and answer any question customer’s had regarding their account. If payment is past due try to collect full payment or any dollar amount, if customer cannot pay at the moment, take post dated payment or do payment arrangements.

o Outbound 10 Days Courtesy calls- See if statement got lost or if payment mailed was lost. If paid by money order get confirmation number and date to notate the account.

o Outbound 30-90 days delinquent- Called home number and cell number and try to collect full amount if not 2 payments. If numbers were not good to contact customer I will 411 address and try to get number from there, called references and send delinquent letters Verify employment, run credit report and summit to legal department depending on customers account balance.

o Refinance account to help customer get up to date.

o Will meet face to face with customer to do payment arrangement and put them on necessary pay plan if there was a financial hardship.

o Notate all accounts with proper and specific notes. So next collector will be aware of customer’s situation.

July 2005-February 2008 La Curacao Los Angeles, CA Collector/ Customer service

n AR 32 System

EDUCATION

o Inbound calls- Helped customers with any questions regarding their account. Take any payments and answer any question customers had regarding their account.

o Will go into detail if customer had any questions of charges they thought were incorrect.

o Refinance account and do payment plans if customer couldn’t pay on time, Give extension on acc and wave late charges.

o Outbound calls Courtesy Reminder 10 days past due- Try to collect payment. Explain customer of late fees or give them best option to have their account current. Will advise them what the next step was if account remains unpaid and pass over 30 days.

o Outbound Collect 30-120 days delinquent- Try to get in contact with customers calling cell, home or work. Will be followed by references. Will send delinquent letters to notify customers about their account.

o Will field chase customer if we had no contact, ran credit report check for new numbers or addresses.

o Summit to regal for small claims court or verify employment to garnish wages depending on account balance.

Los Angeles High School (June 2002- June 2006)

SKILLS Computer literate

Excellent interpersonal skills Basic Report writing skills Great Phone skills Positive attitude

Committed to my duties Completely fluent in English and Spanish

REFERENCES

Professional and personal references are available upon request.

Contact this candidate