Lester Bell
Rochester,NY
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture.
Overview
10
10
years of professional experience
Work History
Sr Account Manger
Safe Home Security, Inc
05.2022 - Current
- Mentored junior account management professionals to develop skills and increase company revenue.
- Provided extensive support in sales, technical and business areas to key accounts.
- Worked with customers to develop strategic business and account plans.
- Delivered sales presentations and pitches to clients, upper management and junior sales associates for demonstration.
- Contributed to annual revenue goals by selling new services and developing new accounts.
- Developed deep knowledge of customer businesses and relationship to company objectives.
- Trained and coached sales team members servicing [New and current ] accounts.
- Managed over 80 customer calls per day.
- Sold new products and services and developed new accounts to maximize revenue potential.
- Organized client feedback and introduced streamlined process of replying to and rectifying complaints.
Learning Ambassador
Amazon
03.2019 - 04.2022
- Developed and implemented successful onboarding program.
- Trained and mentored over 500 new personnel hired to fulfill various roles.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Established and maintained quality control standards.
- Developed job-specific competencies and performance standards.
- Designed and delivered web-based, self-directed learning materials.
- Analyzed and evaluated training effectiveness and program outcomes.
Sales Associate
Hilton
01.2017 - 09.2019
- Performed nightly updates to room charges and rates.
- Set up and entered financial data into spreadsheets using Microsoft Excel.
- Balanced hotel accounts and resolved discrepancies.
- Performed daily inventory for keys and linens and detailed information in audit reports.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Rotated stock and restocked shelves to maintain product availability and store appearance
Sales Representative Supervisor
VXI Global/ATT/DirectTV
05.2013 - 08.2017
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Upheld 81% conversion rate with call to close ratio.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Implemented systems and procedures to increase sales.
Education
Telecommunications - Telecommunications Services
Youngstown State University
Youngstown, OH05.2016
Skills
- Issue Resolution
- Performance Improvement
- Customer Care
- Microsoft Office
- KPI Tracking
- Inventory Audits
- Client Services Oversight
- Excellent Communication Skills
- Acquisition and Retention Strategies
- Goals and Performance
- Overcoming Objections
Timeline
Sr Account Manger
Safe Home Security, Inc
05.2022 - Current
Learning Ambassador
Amazon
03.2019 - 04.2022
Sales Associate
Hilton
01.2017 - 09.2019
Sales Representative Supervisor
VXI Global/ATT/DirectTV
05.2013 - 08.2017
Telecommunications - Telecommunications Services
Youngstown State University
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