Cristina Kellum
@cristinakellum
I lead automotive BDC teams that improve appointment conversion, coaching, and customer experience.
United StatesWhat I'm looking for
At Metro Toyota, I lead high-volume BDC operations, setting performance expectations, monitoring KPIs, coaching representatives, and improving appointment-setting processes across sales and service. I develop scripts, training, scorecards, contests, and accountability systems that strengthen customer engagement and conversion.
I've progressed from BDC Representative to BDC Lead and BDC Manager after building customer-facing and operational leadership experience at DeNooyer Brothers Automotive Group and Walmart. My Behavioral Psychology background supports my approach to communication, motivation, coaching, conflict resolution, and customer-first service.
Experience
Work history, roles, and key accomplishments
BDC Manager
Metro Toyota
Aug 2026 - Present (1 month)
Manage and lead BDC operations and representatives responsible for high-volume inbound and outbound customer communication, appointment setting, follow-up, and customer relationship development. Establish performance expectations, monitor KPIs, conduct coaching, and develop training and scripts to improve appointment production and customer experience.
Education
Degrees, certifications, and relevant coursework
Western Michigan University
Bachelor of Science, Behavioral Psychology
Activities and societies: Member, WMU F.I.R.E.
Bachelor of Science in Behavioral Psychology from Western Michigan University, with Dean's List recognition from 2013 to 2015.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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