Call Center Data Entry
Resume:
Lasable Goode
Goal oriented, motivated self starter, always willing to learn.
Brooklyn, NY
advivg@r.postjobfree.com
To start a career, with a company with room for advancement. I am proficient in Microsoft excel, Microsoft word, and Microsoft access as well as internet research, website upkeep, and PowerPoint. I am very goal oriented, always on time, and am willing to learn new things. Work Experience
Internet Sales Manager
Bical Auto Mall - Brooklyn, NY
March 2019 to Present
Overseeing all BDC internet daily operations and management including the centralized call center. Administered CRM, including personnel changes, email templates, permission sets, follow-up programs. Troubleshooting CRM, inventory management systems, computer hardware, and other software. Overseeing all operations of a BDC call center including incoming sales calls, outgoing follow up calls and internet leads within the business development and call center. Increased leads to show ratio to 52%. Responsible for contracting with lead providers that will provide the best leads and monitored their progress.
Developed call and email scripts. Set up a 180-day process for incoming internet leads and phone calls. Supervising the department and train employees to ensure monthly goals are met and productivity is improving.
Service BDC Manager
Plaza Auto Mall - Brooklyn, NY
July 2018 to March 2019
Maintains and increases ROI levels set by the company Proficient in dealing with customers via telephone and email Measures and maintains performance levels set by the company Compiles all necessary reports on a timely basis
Manages employee schedules and time clock reporting for payroll Hiring, evaluating, managing, counseling, terminating and disciplining of all BDC personnel Effectively utilizes CRM and Lead Management tools Installed processes and train employees
BDC Manager (Sales and Service BDC)
BMW of Brooklyn - Brooklyn, NY
January 2018 to July 2018
Within first month of employment was able to maintain a conversion rate of 17% from leads to appointments
Maintained Closing rate of 78% from appointment to Delivery Contributed to repeat and referral business by using strong customer service and problem solving skills Developed email templates to streamline bulk mailing process. Corrected functionality of CRM database, revised and designed templates, implemented correct usage of process triggers for follow up for customers
Trained salespersons on floor to utilize and integrate CRM systems correctly Hired and trained new Service and Sales BDC staff
Addressed all negative customer feedback immediately within both sales and service bdc departments Managed account relationships, contract negations, sales, pricing, billing, and logistics with third party lead source providers
Internet & E Commerce Marketing Manager
Nemet Motors - Jamaica, NY
November 2014 to November 2017
- Managed all sales activities generated from Internet and phone leads.
- Maintained excellent relationships with customers and dealership.
- Oversaw & managed the daily operations of the Business Development Center (BDC).
- Recruited & trained individuals for the BDC.
- Prepared & presented various reports used to measure performance.
- Established & maintained relationships with all applicable dealership staff
- Internet Retail and Internet Sales steadily increased: the internet department went from averaging 75 cars per month to 140+ cars per month.
Internet Sales Manager
Bay Ridge Chrysler - Brooklyn, NY
September 2013 to November 2014
- Managed all sales activities generated from Internet and phone leads.
- Maintained excellent relationships with customers and dealership.
- Oversaw & managed the daily operations of the Business Development Center (BDC).
- Recruited & trained individuals for the BDC.
- Prepared & presented various reports used to measure performance.
- Established & maintained relationships with all applicable dealership staff
- Internet Retail and Internet Sales steadily increased: the internet department went from averaging 30 cars per month to 90 cars per month.
- Established lead providers’ services.
- Implemented marketing strategy for department.
- Maintained website and worked with companies to increase search optimization.
- High retention rate for customers and personnel
- Internet department achieved and maintained over 60% of all sales for dealership.
- Determined department budget with general manager. Sales Representative
Bay Ridge Lexus - Brooklyn, NY
July 2010 to September 2013
-Handled outbound marketing and internet leads
-Made follow up calls and generate sales appointments
-Maintained excellent customer service by establishing customer relationships
-Administered targeted email campaigns and e-newsletters
-Handled lease returns and renewals, including all related phone, mail, and email communications
-Monitored & managed dealer reputation issues
Sales receptionist and associate
Gracious Homes - New York, NY
June 2008 to July 2011
Answered telephones, routed and screen calls, greeted visitors, responded to inquiries from the public, and provided information about Gracious Home.
-Used the telephone, personal computer, to send e-mail and fax documents
-Took messages and informed other employees of visitors' arrivals or cancellations of appointments
-Responsible for light typing, receiving mail and parcels, data entry, and filing.
-Answered incoming calls on multi-line telephones and a switchboard when necessary.
-Ensured that each customer received outstanding service by providing a friendly environment, including greeting and acknowledging every customer, maintained solid product knowledge and all other aspects of customer service.
-Maintained an awareness of all promotions and advertisements.
-Assisted in floor moves, merchandising, display maintenance, and housekeeping
-Participated in year-end inventory and cycle counts. Education
Berkeley College - New York, NY
July 2004 to June 2007
Bachelor's degree
High school diploma or GED
Skills
• CRM Software
• Customer Relationship Management
• Business Development
• Relationship Management
• Recruiting
• Phone Etiquette
• Software Troubleshooting
• Help Desk
• Sales Management
• Computer Hardware
• Telemarketing
• Technical Support
• Computer Networking
• Desktop Support
• Microsoft Windows Server
• Network Support
• Project Management
• Hotel experience
Assessments
Customer service — Highly Proficient
August 2020
Identifying and resolving common customer issues
Full results: Highly Proficient
Typing — Highly Proficient
January 2021
Transcribing text using a standard keyboard
Full results: Highly Proficient
Management & leadership skills: Impact & influence — Highly Proficient July 2021
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Highly Proficient
Office manager — Highly Proficient
January 2021
Scheduling and budgeting
Full results: Highly Proficient
Management & leadership skills: Planning & execution — Highly Proficient August 2020
Planning and managing resources to accomplish organizational goals Full results: Highly Proficient
Front desk agent (hotel) — Highly Proficient
July 2021
Selecting hotel rooms based on verbal requests and identifying errors in hotel data Full results: Highly Proficient
Retail customer service — Expert
May 2022
Responding to customer situations in a retail setting Full results: Expert
Administrative assistant/receptionist — Highly Proficient May 2022
Using basic scheduling and organizational skills in an office setting Full results: Highly Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
SKILLS
Ability to be reliable and dependable
Ability to multi-task.
Ability to stay calm under pressure.
Understands it takes more than 'satisfaction' to generate customer loyalty Utilizes guidelines for general telephone etiquette
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