Customer Service Manager
Resume:
BRANDY FIGUEROA
Summary
Highly experienced and results-driven professional with a proven track record in sales, customer service, and team management. Skilled in cold-calling, appointment setting, and maintaining strong client relationships. Experienced in coaching and developing team members to achieve performance goals. Professional Experience
Service BDC Manager Toyota Of Orange - Orange, CA April 2022 - July 2025
● Manage a team of 10 people to ensure exceptional customer service for two dealerships with a 50/60 split in outbound efforts
● Collaborate with Blueprint and operations managers from both dealerships to capitalize on new promotions and opportunities
● Coach and develop team members on a weekly basis, tracking performance percentages
● Ensure immediate attention to service connect guests and inbound calls, while maintaining a daily call volume of 110 calls per team member and securing outbound appointments Call Center Supervisor SBGA, UCI inc - Irvine, CA October 2018 - October 2020
● Managed a team of 10 inside sales agents and coordinated calendars for 7 outside sales representatives, focusing on high-volume accounts
● Provided daily one-on-one coaching and goal setting to drive team performance
● Reported daily productivity and managed client contact information in the CRM database Inside Sales Agent Hikvision - Industry, CA August 2017 - August 2018
● Worked closely with RSM to grow territory revenue by engaging with local integrators and promoting training events
● Informed integrators about distributor promotions and sales, ensuring they had the latest catalogs and promotional materials
● Maintained client contact information and correspondence in Salesforce, exceeding daily call requirements and talk time
Administrative Assistant SBGA - Irvine, CA January 2014 - August 2017
● Supported inside sales agents with DocuSign completion and processed service work alongside underwriting
● Obtained core documents and ensured timely onboarding and funding
● Assisted in securing monthly bonuses by managing team call logs in CRM database Inside Sales Assistant SBGA, UCI inc - Irvine, CA April 2009 - December 2013
● Cold-called potential merchants and set appointments for outside sales representatives
● Generated merchant account billing statements and updated client information in CRM database
● Assisted the company in connecting with 90% of the customer base to achieve quarterly goals Skills
● Leadership and team management
● Excellent communication and interpersonal skills
● Cold-calling and appointment setting
● Customer service and client relationship management
● CRM database management (Salesforce, DocuSign, etc.)
● Sales and business development
Contact this candidate