Alexa Snow

About Alexa Snow

2022 college Graduate with a degree in Business Administration from The University of…

Experience

1. Tle Business Development Center Manager

   Hoover Toyota

   Jun 2023 — Present

   Taking all overflow inbound service calls to ensure that all calls are answered in a timely manner. This includes handling all calls whenever there are calls in the queue • Taking \"turns\" from SCs when they are faced with a challenging phone call • Conducting daily / weekly training sessions with SCs regarding inbound and outbound calling strategies. This includes listening to recorded calls from CallRaterTM telephone performance and playing those phone calls for the SCs in a positive feedback session. • Overseeing the tracking of daily and weekly Key Performance Indicators of inbound and outbound calling campaigns & delegating mundane activities to other team members in order to achieve the desirable results. • Ability to meet or exceed all Key Performance Indicators provided by Management. • Maintaining current knowledge of all dealership service specials including email marketing campaigns, mailers, newspaper, and any other forms of media advertising. This responsibility also includes training all SCs on the above-mentioned mediums. • Creating and administering \"knowledge tests\" on a weekly basis. • Ensuring that all SCs understand and follow policies and procedures at all times. • Monitoring the Service CRM software for consistency and accuracy in scheduling. • Ensuring that the SCs are using the knowledge forms after they have to transfer a phone call to an advisor. Collecting all knowledge forms on a weekly basis and then meeting with the Service Managers to find the answers to those questions. Training the SCs on those new word tracks. • Producing the weekly/monthly schedule for all SCs. • Assisting with the recruiting, staffing, and training of Service -Client Care personnel. • Setting daily work agendas and priorities for personnel and ensuring that those work agendas are followed. • Working closely with all Client Care Supervisors, Service Managers, and Fixed Ops Director by keeping them informed of all activities, opportunities and challenges.