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General Manager Customer Experience Center & Inside Sales Resume Example

Resume Score: 90%

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GENERAL MANAGER CUSTOMER EXPERIENCE CENTER & INSIDE SALES
General Manager

High-energy sales and operations professional with experience in management, marketing, and sales gained within the technology industry. Provided management and oversight of all sales activities and call center operations. High success rate in exceeding sales expectations.  Proven track record of growing an organization by identifying key performance indicators and drive strategies to improve performance and maximize profits.  Top performer who excels at analyzing operational needs, identifying lucrative growth opportunities, defining strategies for capturing new clientele and developing an existing consumer base, and attaining solid leveraging in competitive areas.  Energetic and results-focused with success in developing and leading diverse teams to achieve outstanding results. 

Professional Experience
General Manager Customer Experience Center & Inside Sales09/2015 to 03/2018MotoSHOP Technology Tools, Div. Advance Auto PartsLas Vegas, NV
  • Sustained optimal call center productivity and profitability with annual revenue of $14,000,000 for a 50-seat call center, including Sales, Customer Service, Support, Billing and Quality Assurance Departments.
  • 5 direct reports, overseeing all areas of impact including information technology and call center operations.
  • Drove comprehensive improvement initiatives through monitoring and enhancing key performance indicators (KPIs) including sales productivity, call handling, call quality, training, learning and development (L&D).
  • Increased market share by 12% over the course of a 2 years. 
  • Surpassed revenue goals 34% in 6 months by implementing new sales channels, alliances, coaching platforms, regional territory mapping and coaching strategies.
  • Increased retention 58% in Q1 of 2016 by Identifying inefficiencies and implementing process improvements for billing/retention department.
  • This delivered personal customer experiences that created customer loyalty.
  • Reduced calls per sale from 53 dials to 36 dials within 6 months by implementing selling strategies that focus on discovery and assumptive closing techniques.
  • Increased units per sales rep from budget of 5.9 per to 6.5 per by implementing needs based and rapport building selling strategies.
  • Increased Customer Service Satisfaction Metrics 15% by deploying Agent Performance Metric Standards, which resulted in 10% increase in add-on business within 9 months.
  • Planned and executed transition of CRM strategy from Salesforce to NetSuite for Call Center Operations.
  • Recommended process improvements through bench-marking and collaboration with cross-departmental teams.
  • Interacted with leadership team, development and other departments to maximize a best-in-class, customer- focused call center culture and successful operation.
Sales Manager05/2013 to 09/2015MotoSHOP Technology Tools Advance Auto PartsLas Vegas, NV
  • Managed and responsible for 12 inside regional sales representatives involving interviewing, hiring, training, monitoring and coaching to ensure quality of opportunities, reaching and exceeding goals, communication with other departments, performance reviews, incentive programs, discipline and termination.
  • Facilitated new processes, tools, communications, training and methodologies to ensure sales program's success across teams and departments throughout the company.
  • Served with other departmental management to achieve the organization's goals and objectives.
  • Achieved between 120-to-140% above target, each 4 week period by revising consultative needs based selling, cold calling strategies and tactical targeting methods.
  • Increased appointments generated by over 80% and customer base by 15% in first 12 months of my position.
  • 23% increase in sales by monitoring customer preferences to determine focus of sales efforts and assisting in developing a bonus plan which motivated staff to go above and beyond normal targets.
  • Increased Average Order Value (AOV) by 8% in the first 90 days by implementing and directing a specialized sales pilot program focused on higher cost unit productivity.
  • Increased dials by 35% by supervising (KPI) efficiency strategies, planning and reporting for my assigned team.
  • Effective results in managing a high volume sales pipeline with CRM of over 300,000 prospects, through regional assignments throughout the U.S.
Sales Manager10/2008 to 04/2013Innovative Technology Systems LLCLas Vegas, NV
  • Coordinated and directed a 10 seat sales team, utilizing behavioral based coaching and role play techniques to set an appointment for I.T.
  • Security Specialists to quote an estimate.
  • Developed, managed and finalized professional quotes, acting as liaison between I.T.
  • Security Department and customers.
  • Conducted one on one training for sales staff to review all methods of sales interaction with consumers via telephone calls and email correspondence.
  • Surpassed revenue goals in four consecutive quarters by 18% by revising sales strategies and closing techniques.
  • Increasing conversion of calls to meetings to an average of 8% by revising roll playing methods.
  • Increased opportunities by 30% by instituting a referral program with our existing clientele.
Sr. Loan Officer11/2006 to 08/2008Envision Lending GroupLas Vegas, NV
  • Analysed applicants financial status, credit, and property evaluation to determine loan feasibility.
  • Provided expert financial advise and effectively maintained a robust base of productive client relationships.
  • Funded over $6,000,000 by developing a marketing campaign targeting accountants, attorneys, and medical professionals.
  • Regularly exceeded quarterly sales goals by 20%.
Branch Manager06/2003 to 11/2006Liberty Capital GroupLas Vegas, NV

Directed Branch Operations and consistently exceeded sales expectations.  Skilled in coaching and mentoring branch Loan Officers on a variety of loan products and services.

Education and Training
Bachelor of Science: Corporate CommunicationsSouthern Utah UniversityCedar City, UT, USMinor:  Business and Marketing
Tom Hopkins Sales Leadership Training
Upgrade Performance Sales Training Workshop
Linkedin Professional Profile
www.linkedin.com/in/stevebellerlasvegas
Leadership Values
Accountability, Integrity, Collaboration with Team & Leadership, Communication Openly, Customer Care Focus.
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Resume Overview

Companies Worked For:

  • MotoSHOP Technology Tools, Div. Advance Auto Parts
  • MotoSHOP Technology Tools Advance Auto Parts
  • Innovative Technology Systems LLC
  • Envision Lending Group
  • Liberty Capital Group

School Attended

  • Southern Utah University
  • Tom Hopkins Sales Leadership Training
  • Upgrade Performance Sales Training Workshop

Job Titles Held:

  • General Manager Customer Experience Center & Inside Sales
  • Sales Manager
  • Sr. Loan Officer
  • Branch Manager

Degrees

  • Bachelor of Science : Corporate Communications

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