Rubie Castellanos
Riverside
Summary
Dedicated and results driven BDC professional with a strong emphasis on client retention and satisfaction. Utilizing CRM and service lane tools for historical RO tracking and lead generation. Coordinating with domestic and non-domestic OEMs.
Resourceful BDC Service Representative known for the ability to handle high-volume tasks efficiently and effectively. Specialize in customer relationship management, data entry accuracy, and conflict resolution, ensuring smooth operations within service departments. Excel at communication, time management, and problem-solving skills, which contribute to maintaining positive client experiences and streamlining workflow processes.
Overview
4
4
years of professional experience
Work History
BDC Service Specialist
Walter's Automotive Group
Riverside
03.2024 - Current
- Coordinated appointment scheduling for service visits and vehicle maintenance.
- Handled incoming calls to address customer concerns and provide solutions.
- Collaborated with technicians to ensure timely completion of service requests.
- Performed data entry of customer information into computer system.
Finance Assistant
Moss Brothers Toyota
Riverside
03.2023 - 03.2024
Lead Dispatcher
Wheeler Fleet Services
Riverside
05.2022 - 03.2024
- Improved lead response time by 30% over 6 months
- Increased appointment show rate by 23% over 6 months
- Created RO closing process enhancements
- Increased average deal size over 500 + transactions
- Measure and monitor client satisfaction surveys
- Tracking of ROI and the effectiveness of the BDC team
- Run daily accountability reporting for department leads
- Work across several departments to ensure F&I efficiency
- Audit Retail, Lease, & cash deal documentation prior to funding
- Enhance aftermarket sales process to increase F&I profits by 20%
- Delegate monthly performance meeting outcome tasks
- Coordinate with back office on OEM incentives and programs
- Lead the Dispatch Team on recruitment, training, & accountability
- Monitor team member calls for accuracy and coaching
- Schedule and route fleet services nationwide
- Manage multi-line phone systems and GPS trackers
- Enhance driver scheduling through software upgrades
Education
High School Diploma -
POLY HIGH SCHOOL
Riverside, CASkills
- Customer Service
- Schedule Coordination
- Lead Management
- Payment Processing
- Data Management
- Direct Sales
- MS Office Suite
- Avaya & Cisco Phone Systems
- My Karma Service Lane
- DealerTrack
- CDK
- Customer relationship management
- Effective communication
Timeline
BDC Service Specialist
Walter's Automotive Group
03.2024 - Current
Finance Assistant
Moss Brothers Toyota
03.2023 - 03.2024
Lead Dispatcher
Wheeler Fleet Services
05.2022 - 03.2024
High School Diploma -
POLY HIGH SCHOOL