Les Radford
Sales and Marketing Remodeling Industry
Muncie,IN
Summary
Strong Call Center Manager
- I can hire, train, motivate, and also retain Call Center Agents to produce the proper number of quality leads we need each and every day in order to hit a certain level of business
- I have been the #1 Cold Caller in the country in a field of 500.
- Also ran the best Call Center in the country out of 62 offices
- After turning several office around I was offered a job at corporate and became the Vice President over all the call centers (62)
- We were a residential replacement window and door company. At our peak writing a quarter of a billion in sales in the 90's that placed us #1 in QR
- I also became the remote Call Center Supervisor for a Roofing company with 18 remote agents. I am a constant learner so I either learn tech or get left behind.
- I live Monitored my agents and would type in what to say. I taught them to have fun and how to communicate with their own personality. Before I left we had the best year in history and I hired and trained my replacement.
- I hold meeting 2 per day the morning is for motivation reading off the leads issued,Demo's, and sales,from the night before.
- I am most comfortable working with others, Often puts team/company's goals before personal goals
- Trusting, Cooperative, and motivating in my approach I get the support from the team by verbal encouragement enthusiasm, and teaching.
- I am fast paced, energetic, and adaptable to change I have been around the Call Center for a couple decades. I get the team involved It only takes three question.
- (1) What do I need to stop doing
- (2) What do I need to start doing
- (3) what do I need to continue Doing
Overview
20
20
years of professional experience
Work History
Remote Call Center Supervisor
Ameripro Roofing
Muncie, Indiana
09.2023 - 06.2025
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
- Provided leadership, guidance and direction to Remote Call Center agents offering assistance with any need at any time.
Vice President of Call Centers
The Pacesetter Corporation
Omaha, Nebraska
02.1982 - 06.2001
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Identified opportunities to improve business process flows and productivity.
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
- Developed innovative sales and marketing strategies to facilitate business expansion.
- Oversaw divisional marketing, advertising and new product development.
- Founded performance- and merit-based evaluation system to assess staff performance.
- Increased company growth through collaboration with sales and marketing departments.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established and oversaw performance targets for call center associates.
- Defined clear targets and objectives and communicated to other team members.
- Managed senior-level personnel working in marketing and sales capacities.
Education
High School Diploma -
New Castle High School
New Castle, IN1980
Skills
Before I list the qualities that I have learned over the years By surrounding my self with some of the brightest minds in our industry I would like to point out some qualities I have that are impossible to teach like An unwavering positive attitude, A servants mindset toward my team, Prospects, Customers, and my Superiors Self Motivation, Humility, Adaptability, Emotionally Stability
- Call Monitoring
- Script Development
- Process updates
- Innovation Skills
- Coaching and Mentoring
- Many CRM's Zoho, Five-9 Buildfy, Lead Perfect Microsoft 365, Teams outlook to name a few a quick learner
- Positive Attitude
- Organizational Skills
- Excellent Communication
- Active Listening
- Effective Communication
- Team building
- Self Motivation
- Hiring and Training
- Good Judgment
- Professionalism
- Before I list the qualities that I have learned over the years By surrounding my self with some of the brightest minds in our industry I would like to point out some qualities I have that are impossible to teach like An unwavering positive attitude, A servants mindset toward my team, Prospects, Customers, and my Superiors Self Motivation, Humility, Adaptability, Emotionally Stability
- Before I list the qualities that I have learned over the years By surrounding my self with some of the brightest minds in our industry I would like to point out some qualities I have that are impossible to teach like An unwavering positive attitude, A servants mindset toward my team, Prospects, Customers, and my Superiors Self Motivation, Humility, Adaptability, Emotionally Stability
Timeline
Remote Call Center Supervisor
Ameripro Roofing
09.2023 - 06.2025
Vice President of Call Centers
The Pacesetter Corporation
02.1982 - 06.2001
High School Diploma -
New Castle High School
Quote
Your time is limited, so don’t waste it living someone else’s life.
Steve Jobs
Accomplishments
- #1 Cold Caller of the year out of 500 Generated over 350 sales and 2 million in sales volume.
- Call Center Manager of the year out of 62
- Man of the year given to the person responsible for the work the did
- By my peers, voted top person in our Call Center Management Development class.
- Voted #1 by my colleges at the end of our 13 week Dale Carnegie class called Public Speaking and Human Relations
- Hit a designed play with 2 seconds left down by 1 to win a basketball game lol
Certification
- Management Development Training - for Call Center Managers
- Graduated the Management Development Class to become a certified Call Center Manager
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Work from home optionCompany CultureWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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