Nikita Duong

•⁠ ⁠Managed new car entry; data entry and management of inbound vehicles into internal systems and the creation of SKU's. Verified vehicle information from various sources such as Redbook and Autoedge, utilizing VIN or physical inspection to ensure accuracy of standard features.
•⁠ ⁠Oversaw work orders, collaborating with the workshop team to identify and rectify discrepancies. Utilized Redbook and Autoedge to confirm make/model/variant details, maintaining precise records in the company database.
•⁠ ⁠Developed Excel spreadsheets outlining standard vehicle features for workshop reference, ensuring accurate website listings.
•⁠ ⁠Facilitated the transfer of vehicle registrations for inbound vehicles, trade-ins, and acquisitions from the buying team.
•⁠ ⁠Utilized Dealer Online for registration transfers within Service NSW's 14-day guidelines. Completed all requisite paperwork and submitted to DVRS.
•⁠ ⁠Managed floor plan operations, including remarketing vehicles and entering them into partnership systems for floor plan purposes.
•⁠ ⁠Collaborate with the buying team to accurately determine make/model/variant of vehicles, ensuring proper valuation and purchase at appropriate pricing levels.

• Main point of contact for customers to ensure all enquiries are answered from purchase to handover.
• Monitoring and updating customers on the status of ordered vehicle (vehicle allocation, production, freight, trucking, arrival to dealership, preparation for collection).
• Consistent engagement with customers to create a more personalized experience via outbound phone calls and emails.
• Assess deal documentation to ensure customer details are accurate and up to date.
• Entry and record management of post-sale customer information in company database systems.
• Respond and address customer queries and feedback in a timely manner. Prioritizing urgent requests to mitigate concerns or complaints.
• Assist and resolve customer concerns and complaints by providing accurate information and alternative solutions while remaining courteous and professional.
• Collaboration with other business units (sales, finance, stock control, workshop and pre-delivery) to ensure a prestige experience for the customer.
• Collaboration with other business units to ensure monthly and quarterly targets are delivered and reported to head office.
• Collate sales and delivery data to deliver week on week and monthly statistics reports to senior management.
• Provide hands-on training and guidance to new members of the Sales Marketing and Administration team to ensure competency of role, responsibilities and procedural requirements.

• Manage and oversee the registration process of new vehicles, transfers and plate swaps for customer purchases.
• Responsible for the registration of demonstrator vehicles, renewals and transfers of customer trade ins to ensure floor stock is consistently available.
• Complete required Road and Maritimes Services forms and registration documents on behalf of customers ensuring details are correct and accurate.
• Advise customers of their vehicle registration status and responsible for the posting of registration certificates.
• Weekly audit and assessment of floor and incoming stock to ensure adequate registration plate inventory is readily available.
• Liaise and/or attend Road and Maritimes Service branches to complete registrations that are unable to be processed remotely. (i.e plate swaps in different name, registration issues, collection of plates).

• Served customers by greeting, welcoming, establishing purpose of visit and introducing them to the appropriate personnel.
• Operated the front desk telephone and transferring phone enquires to the appropriate business unit.
• Assisting walk in and call in customers with general enquiries.
• Collecting and data entry of customer details into the system to maintain customer base.
• Review online leads and forward to the appropriate business unit for response and action.
• Taking phone messages and making sure all calls are returned within 24 hour service level agreement (SLA).
• Sort incoming mail and forward them to the appropriate department via internal mailing system.
• Responsible for procurement and maintenance of office inventory for the dealership i.e office supplies, refreshments.
• Collate and provide daily activity reports to team leads and department managers.
• Provide various administrative support to other departments.
• Provide hands-on training and guidance to junior receptionists to ensure competency of role, responsibilities and procedural requirements.
• Dual-role as BMW Product Genius.

• Specialising in BMW product knowledge - regularly attend interstate head offices for internal training, conferences and seminars to improve product knowledge and customer experiences.
• Responsible for informing the sales team of new updates and product information from BMW Australia.
• Walkthrough configuration of the vehicle specifications with the customer, providing expert knowledge of technology products and features utilizing the BMW mobile customiser.
• Demonstration of vehicle's features and technologies to allow the customer to familiarize with their vehicle before, during and after the sale.
• Assist to configure BMW Technology for customer vehicles i.e BMW Apps and pair customer's phone to their vehicle.
• Assist new and existing customers with BMW Technology related questions.
• Provide hands-on training to sales consultants to ensure competency of the latest BMW products and technologies.
• Dual-role as receptionist.