Adam Rotstein
Scarbourough,ON
Summary
Results-oriented BDC Manager driven to capture incoming leads and convert to sales. Friendly, ambitious and organized. Business savvy and experienced in sales and marketing. Driven Data Manager with experience handling complex digital models and file management systems. Knowledgeable expert with background working with CAD and engineering specifications to bolster data access. Met standardized design procedures through hands-on administration of software licenses and implementation services. Active collaboration with cross-functional teammates to set modeling, quality, and specification compliance.
Overview
11
11
years of professional experience
Work History
BDC Manager
Downtown Auto Group
Toronto, Ontario
11.2022 - Current
- Managed day-to-day operations of the BDC including scheduling shifts, assigning tasks.
- Monitored incoming telephone calls, emails, and other communication channels for inquiries from potential customers.
- Identified areas of improvement within the BDC operations to increase efficiency and effectiveness.
- Resolved information access issues, troubleshooting to improve customer and internal data entry and access.
- Participated in regular meetings with senior management to discuss opportunities for improvement within the BDC operations.
- Hired and trained staff members, oversaw department teams and delegated assignments to employees according to skill sets.
- Performed proactive outbound calls to schedule regular maintenance, recall notifications and preventive services.
- Reduced process lags by training employees on best practices and protocols.
- Worked with departments in dealership to chart and monitor daily activities, bolstering efforts to meet assignment targets.
BDC Service Representative
Downtown Ford/Lincoln
Toronto, Ontario
11.2021 - 11.2022
- Achieved established sales targets by generating new customer accounts.
- Provided customer support via phone and email inquiries in a timely manner.
- Provided timely, courteous, and knowledgeable responses to information requests.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Performed data entry of customer information into computer system.
- Explained warranty coverage to customers as needed.
- Assisted customers with scheduling appointments for service, maintenance, repairs, and other needs.
- Scheduled vehicle-showing appointments for sales team and provided reminder phone calls to customers.
- Determined customer automotive needs by asking relevant questions and working to develop relationships.
- Resolved customer complaints and issues in an efficient manner.
Casino Dealer
Great Canadian Gaming(Woodbine Casino)
Toronto, Ontario
09.2018 - 03.2020
- Performed functional game duties quickly by efficiently handling money and chips.
- Greeted incoming guests with enthusiasm to promote fun, memorable and exciting experience.
- Dealt a variety of card games including Blackjack, Poker, Baccarat and Pai Gow.
- Provided guests with exceptional customer service and ensured their satisfaction with the gaming experience.
- Assisted new dealers during training sessions by providing guidance on dealing techniques and game rules.
- Monitored behavior of players while dealing cards in various games, observing individuals for possible cheating.
- Calmed down angry guests or patrons using skills in active listening and positive engagement.
Hospitality Specialist
SIR corp
Toronto, Ontario
04.2014 - 08.2018
- Provided highest quality customer service standards by anticipating customer needs.
- Reviewed feedback from customers regarding their experience with the organization's hospitality services.
- Handled guest transactions, posted payments and balanced cash drawers.
- Developed marketing strategies to promote hospitality services offered by the company.
- Resolved any complaints or issues from guests in a timely manner.
- Analyzed trends in guest preferences to identify ways of improving services.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Trained newly hired employees regarding company policies and procedures.
Education
Culinary Apprenticeship - Hospitality Management
George Brown College
Toronto01-2007
Skills
- Product promotion
- Audience Engagement Strategies
- Sales coaching
- Cost estimations
- Sales coordination
- CRM software
- Market strategies
Accomplishments
- Increased Service Gross Profit Year over Year consistently
- IEPP 2023 GOLD Winner-Infiniti Downtown
Timeline
BDC Manager
Downtown Auto Group
11.2022 - Current
BDC Service Representative
Downtown Ford/Lincoln
11.2021 - 11.2022
Casino Dealer
Great Canadian Gaming(Woodbine Casino)
09.2018 - 03.2020
Hospitality Specialist
SIR corp
04.2014 - 08.2018
Culinary Apprenticeship - Hospitality Management
George Brown College
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