Meylene de Leon-Garcia

Fremont, CA ***** * ad0vsv@r.postjobfree.com * 510-***-****

Bakhtiari Auto Group (Five Car Dealerships) - Sales Business Development Center Manager / Subaru Service Fleet Manager December 2020 -present

• Because there was no way to track employee’s productivity on daily/weekly/monthly tasks, created a tracking system so employees could see their progress in real time resulting in increased employee productivity over time until the work center consistently exceeded benchmarked goals.

• In order to limit company liability, created streamlined process to gather required information for processing rental agreements in order to limit dealership liability by reducing errors in rental agreement process by 80% (4 out of 5); Eliminating lost/stolen car expenses previously shouldered by dealership for an annualized savings of $270K.

• Conducted a cross-functional assessment to determine gaps in knowledge of team members ; Built a training plan and syllabus for the team across functions to fill in knowledge gaps on greater business functionality and strategy, allowing teams to function more smoothly together and increase their productivity, leading to the dealerships ability to meet ongoing sales goals month over month. Rose International Inc - HR Benefits Analyst

Contract Assignment with KAISER - National HR Service Center (RSC) ALAMEDA August 2019 to October 2020 (Downsized contractors due to COVID)

• Provided superior customer service, supporting open enrollment, coverage changes due to life events, new hire enrollment and retirements. Resulting in the highest customer feedback ratings in a reporting cycle, as well as consistently performing in the top 10% of customer service representatives throughout the call center (~ 200 employees).

• Eliminated gaps in coverage for the client or new family member by verifying that qualifying events occurred (i.e. birth, change in marital status) and initiating cases for coverage citing extenuating circumstances. Handle calls from employees at all levels and across all Kaiser Permanente regions.

• Responded to routine employee inquires in a timely manner, ensuring issues were resolved or escalated quickly in order to limit loss of productivity for the employees.

• Able to effectively navigate multiple HR resources - HRIS, Authorial, Knowledge, Notepad, Articles and MyHR. Verify employee information provided is accurate.

• Identify employees needs by gathering information, then guiding employees with MyHR navigation in order to assist them in self- managing all changes/modifications to their benefits.

• Assist employees with all Benefit Enrollments.

• Provided excellent customer service and receive email "thank you" feedback from satisfied employees on a regular basis. daily goals and objectives for employees.

• Handled campaigns to develop new customers.

• Placed outbound calls to current customers and potential leads.

• Identified customer needs and schedule appointments.

• Generate appointments by means of outbound prospecting and lead activity management in an effort to qualify and market potential customers.

• Exceeded performance targets, monthly.

• Reassigned workloads to maximize representative's performance and production.

• Directed customers to product information resources, including those available on the Internet

• Provided highly personalized customer service and maintained confidential customer information that was used to target relevant offers to customers and increase sales.

FREMONT TOYOTA - Business Development Center (BDC) Director & HR Asst. Manager November 2010 to October 2018

• Built, trained and managed both Sales and Service BDC (Call Center) teams. Created both compensation framework and productivity targets/levels required for increased bonuses & trained both teams ensuring that they understood required metrics to receive monthly/annual bonuses.

• Created a strategy & approach for digital sales and led the call center team to consistently meet monthly/annual sales goals.

• Assessed all business processes with two call center teams, building a streamlined approach to accomplish several goals and address multiple priorities for the dealership.

• Led implementation of both the dealership Customer Relationship Management (CRM) system and new phone system; developed and delivered training for all employees as well as maintaining/updating both systems when new software versions were released.

• Worked as HR manager supervising new hire employment process (from job posting through interviewing & onboarding), annual benefits open enrollment, bi-monthly payroll. Streamlined employee counselling and offboarding processes to ensure managers had the tools required to maintain the most effective teams possible. NORDSTROM – Business Manager

September 2008 to November 2010

• Managed cosmetics counter teams, created guidelines for customer service focusing on understanding customer/client needs resulting in increased sales volume and decreased returns.

• Designed events to increase sales volume during key periods; targeted communications for both team members (sales goals and strategies) and customers (unique values / cosmetic gift with purchase), meeting month over month & year over year goals consistently.

WORLD SAVINGS/WACHOVIA – Internet Loan Representative/ Quality Assurance Manager 2004 to September 2008

• Proven quick study, top student in mortgage industry business processes; worked with management team to improve company visibility to realtors, define available products for home buyers and ensure all prerequisites were met so that loans were funded at above goal levels.

• Provided oversight to both individual & broker mortgage processes, double checking key documentation were accurate and in order; provided training to loan representatives highlighting key areas, reducing the number of at risk loans approved. NORDSTROM - Business Manager/Department Manager/ Buyer Office Administrator March 1991 to January 2004

• Starting as an individual contributor, consistently earned promotions to roles with increasing responsibility and scope, ultimately managing a team of 55 employees.

• Worked closely with both local and regional executives to assess sales goals & objectives, develop detailed plans across the business and achieve year over year sales targets.

Education

DE ANZA COLLEGE - Cupertino, CA

OHLONE COLLEGE - Fremont, CA

Achievements:

Certified Basic Underwriter * Certified Fragrance Specialist * Lancôme Business Manager of the Year * Certified Skin Specialist Winner, Estee Lauder Counter of the Year * Winner, Nordstrom Customer Service All-Star * Employee of the Month, Fremont Toyota Skills:

Business Development * Customer Relationship Management * Human Resources Management * CRM Software * Relationship Management Human Resources * Recruiting * Office Management

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