Chris Holt
Performance-Focused Contact Center Leader | Automotive, Warranty, Healthcare, Hospitality, Regulated Industries | Sales Enablement | Process & People Optimization
- Role
- Director of Business Development at Sonic Automotive
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Chris Holt
I’m a results-driven operations executive with over 20 years of leadership experience across automotive, tech-enabled customer care, and global service delivery. Today, I lead centralized contact center strategy for Sonic Automotive, one of the nation’s largest auto retailers, where I drive performance through data-led coaching, process design, and customer-first engagement models.My teams convert leads into revenue by blending strong systems (CRM, Microsoft 365, AI chat), high-touch coaching, and quality assurance frameworks that consistently improve show rates, conversion rates, and retention. Prior to Sonic, I spent over two decades at iQor managing Fortune 500 client portfolios, global employees, and $50M+ P & Ls—giving me a uniquely broad perspective on operational scale, risk, and innovation.I’m passionate about transforming teams through better data, stronger systems, and smart automation—because when people are empowered and processes are intentional, results follow.Core Strengths: Centralized BDC Strategy & Sales Enablement AI-Driven Customer Engagement & Automation Performance Coaching & KPI Design High-Volume Hiring, Retention & Training Enterprise CRM Systems (eLead, Salesforce, Zendesk) Offshore/Onshore Workforce Management P&L Oversight | Multimillion-Dollar Program Leadership
Experience
Director of Business Development
Jan 2023 — Present
Lead inbound and outbound Business Development Center (BDC) operations with a team of 75 specialists focused on optimizing lead conversion and customer engagement.• Partner with Talent Acquisition to refine hiring strategies, improving retention, performance, and team capability.• Developed and implemented data-driven KPIs, increasing appointment show rates by 35% and conversion by 25%.• Designed and optimized sales scripts and chat workflows, enhancing customer interaction and lead conversion.• Established a comprehensive Quality Assurance framework that improved compliance, sales performance, and satisfaction scores.• Reduced Average Speed of Answer (ASA) and abandonment rates by streamlining workflows and enhancing responsiveness.• Strengthened collaboration between the BDC and dealership teams, improving lead-to-sale conversion and overall revenue performance.• Introduced AI-assisted chat and automation tools to improve response time and customer experience.
Skills
- Outsourcing
- Call Centers
- Bpo
- Vendor Management
- Process Excellence
- Offshoring
- Operations Management
- Process Improvement
- Service Delivery
- Customer Experience
- Call Center
- Transition Management
- Performance Management
- Team Management
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.