MARK BELLA
Rocklin,CA
Summary
With 23+ years of experience, mastery in management, sales, marketing, operations, customer experience, accessibility expertise, and business development has been achieved by this accomplished and dynamic professional. Expertise includes analyzing and evaluating existing systems while developing innovative solutions that drive success. A passion for creating exceptional employee and customer experiences and fostering a positive workplace culture that enhances productivity is paramount. A results-driven leadership style is poised to bring valuable skills and experience to a dynamic organization seeking a strategic thinker who can drive growth and exceed goals. A proven track record of success speaks for itself, with the ability to make an immediate impact on any team.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Sr. Director-Sales and Success
Convo Communications LLC
Rocklin, CA
07.2021 - 03.2023
- Successfully achieved established KPIs for the company, regional teams, and individuals through fostering a culture of teamwork and customer focus.
- Implemented effective pricing strategies to maintain competitive pricing and maximize profitability, resulting in increased revenue.
- Conducted one-on-one meetings with sales team members to identify selling hurdles and provided valuable insight into the best remedies.
- Proactively resolved issues with high-profile customers, effectively maintaining strong relationships and increasing the return customer base with 99% rate.
- Collaborated with upper management to implement continuous improvements and exceed team goals, resulting in increased efficiency and productivity.
- Managed and guided a team of sales representatives, providing coaching and support to foster professional growth and drive success.
- Cultivated and secured new customer relationships to successfully achieve sales goals and service targets.
- Forecasted sales and established streamlined processes to achieve sales objectives and related metrics.
- Built strong relationships with customers and the community, resulting in long-term business growth and success.
Director of Business Development
Convo Communications LLC
Rocklin, CA
12.2020 - 06.2021
- Generated new company revenue and improved bottom-line profit by identifying and pursuing valuable business opportunities.
- Executed strategic initiatives to implement key changes and improvements in business development and sales programs, resulting in increased customer base and expanded market share.
- Negotiated, prepared, and signed contracts with clients, ensuring successful partnerships and revenue growth.
- Provided leadership in targeting larger prospects by creating and executing vision for business development and sales efforts.
- Successfully identified areas for improvement in Video Remote Interpreting processes and procedures, resulting in streamlined operational efficiencies, increased productivity, and significant cost savings for company.
- Utilized market trends, mission priorities, and customer goals to shape and close new opportunities, driving revenue growth.
- Implemented innovative business development strategies, resulting in meeting revenue goal of $400,000 in just 6 months (Jan to July).
Program Manager
NorCal Services for Deaf and Hard of Hearing
Sacramento, CA
02.2019 - 12.2020
- Generated 37% growth after only working three months to turnaround negative results to positive with continued steady growth.
- Oversaw three managers, seven staff interpreters, scheduler, and accounts receivable clerk.
- Implemented a newly upgraded and integrated scheduling system with a Video Remote Interpreting platform on one system.
- Involved Enterprise channels- Federal, State, and local related with the bidding process for contract work.
- Improved assignment fulfillment by coaching and mentoring schedulers with an eye toward productivity and customer satisfaction.
- Established mentoring program for staff interpreters to improve the quality of their skills to become certified interpreters.
- Reduced aging in Accounts Receivable by 45% by setting up a flow process to improve invoice collection efficiency.
- Led the team to improve customer satisfaction while significantly increasing brand recognition of NorCal to clients and the local
- Participated in vendor selection and management process for program initiatives.
- Devised creative solutions to critical customer and user needs.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
Vice President of Sales/Customer Service
Purple Communications, Inc
Rocklin, CA
10.2009 - 01.2018
- Generated growth in 2014, 2015, and 2016 with positive results.
- Administered strategic account planning, business development, sales forecasting, marketing, training, and hiring for all channels.
- Managed a departmental operating budget.
- Oversaw 5 Directors and 112 sales, training, and customer care employees.
- Reduced costs by 37% in the customer-care department increasing employee productivity and customer satisfaction in 2016.
- Oversaw business process flow with business intelligence team and database team.
- Collaborated with Enterprise channels- Federal, State, and local to ensure compliance with regulatory policy within our sales team.
- Led the C-Sat program to ensure optimal customer experience while continuing to improve the company's net promoter score (customers encourage their family/friends to use the service).
- Fostered performance development of staff through ongoing coaching and mentoring on best practices.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Worked with board of directors to facilitate creation and adoption of updated strategy for the year
Executive Sales Director
Purple Communications, Inc
Rocklin, CA
10.2008 - 10.2009
- Grew both retail and enterprise customers by volume growth of 14 %.
- Managed strategic account planning and training programs.
- Provided ongoing support to Spanish accounts and partnerships.
- Participated in companywide strategic planning for VRS.
- Maintained projects and development on installation of devices for accounts nationwide including U.S.
- Created strategies to manage territories.
- Oversaw successful turnaround in sales leadership to improve overall sales organization.
Regional Director
Purple Communications, Inc.
Rocklin, CA
01.2008 - 10.2008
- Successfully supervised the transitional period of merging companies on the sales side, resulting in a 20% increase in sales revenue.
- Managed a budget of $5 million and led a salesforce of 25 representatives in forecasting a 15% growth in sales with an increase of 30% in call volumes.
- Oversaw/coordinated the task force in the Western region with overall device installation procedures.
- Successfully able to deliver and exceed the sale objectives and quotas.
- Supervised outreach staff to ensure quota obtainment.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization
Director of Spanish Services
HANDS ON VIDEO RELAY SERVICES, INC, Purple Communication Inc
Rocklin, CA
01.2006 - 01.2008
- Led implementation of Spanish Call Centers and managed Spanish Call Centers.
- Driving force behind implementation of Spanish VRS services for the company.
- Established partnerships at Commission and community levels in Latino/Hispanic community.
- Grew 115% revenue year over year in Spanish services.
- Developed new strategic planning for Spanish services.
- Maintained high touch relationships within the community.
- Provided crisis management and intervention during emergency situations.
- Skilled at working independently and collaboratively in a team environment
Education
Some College (No Degree) -
Gallaudet University
Washington, DCSkills
Leadership and Management:
- Mentoring and coaching
- Staff Management
- Business planning
- Negotiation
- Business Development
- Strategic Planning Leadership
- Process Redesign
- Relationship building and management
- Organizational Systems
- RFP Responses
Communication:
- Meetings and presentations
- Budgeting
- Excellent listening skills
Technical:
- Knowledge of CRM (Salesforce, Hubspot, and NetSuite)
- Computer skills
Sales and Customer Service:
- Product and service sales
- Customer Service
- Strategic Networking
- Customer Success Management
Certification
Hubspot Service Hub
Salesforce
Additional Information
Oz Principal on Accountability
Insane Productivity by Darren Hardy
High Performance Habits by Brendan Burchard
HIPPA Trained
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
"Repetition is the mother of learning, the father of action, which makes it the architect of accomplishment"
Zig Ziglar
Timeline
Sr. Director-Sales and Success
Convo Communications LLC
07.2021 - 03.2023
Director of Business Development
Convo Communications LLC
12.2020 - 06.2021
Program Manager
NorCal Services for Deaf and Hard of Hearing
02.2019 - 12.2020
Vice President of Sales/Customer Service
Purple Communications, Inc
10.2009 - 01.2018
Executive Sales Director
Purple Communications, Inc
10.2008 - 10.2009
Regional Director
Purple Communications, Inc.
01.2008 - 10.2008
Director of Spanish Services
HANDS ON VIDEO RELAY SERVICES, INC, Purple Communication Inc
01.2006 - 01.2008
Some College (No Degree) -
Gallaudet University
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