JEFF BELL - 1717 Conner St. Noblesville, IN 46060

(317) 774-3787 office - jeffbell@insightbb.com

 

CAREER OBJECTIVE

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Call center executive with background building call center sales, service programs and their operational management teams. I'm looking for either a company with declining or flat sales that needs call center help so I can build systems to quickly increase leads, customers, sales and profits. Or a business already growing that I can help accelerate & profitably manage their growth.

  • Led RCI's North American call center of 450+ staff / $70 million in sales.

  • Grew one company from $2 million to $9.4 million in sales in 1.5 years.

  • Took an $85 million co. from a $12 million loss to breakeven in 1.5 years.

  • Proven ability to consistently and repetitively increase marketing & sales results and improve profits in national companies ranging from $2 million to $85 million in sales and 50-450 in staff.

  • Background in building new or developing existing management teams that drive top-line revenue and bottom-line profits.

  • Hands-on in operations management, product development and service delivery for business or retail customers, products or services.

  • Creative problem solver with keen sense of building businesses through solving customer problems to drive sales.

 

PROFESSIONAL EXPERIENCE

 

SALES & MARKETING RESULTS,  Noblesville, IN                            5/2001-Present

 

Self-employed as a sales and marketing strategist, consulting with business owners to increase their profits through more effective marketing programs & selling processes.  Client examples:

  • Global HVAC Manufacturer/Distributor -  manufacturer & distributor of specialty heating & cooling products selling worldwide.

    • Doubled profits from 01’ to 02’ through targeted marketing programs & enhanced selling.

    • Developed national distributor/dealer network, adding national retail accounts.

  • National Commercial Finance Co. - specializing in the dental, billboard & funeral markets.

    • Dental Mkt. - Increased advertising/lead generation response rate from .02% to 10%

    • Funeral Mkt. - Increased advertising/lead generation response rate from .01% to 2.1%.

  • National Financial Consultant – developed integrated email, internet, teleseminar, webinar, physical seminar marketing system to sell $10k financial consulting to small business owners.

  • National Practice Management – created system to market coaching program to accountants to grow their firms. First 1-hour teleseminar generated $26,000 of new business accounts.

  • Mutual Fund/Retirement Firm – improved email & PPC ads from zero leads to 5-7 per week

 

CONSUMER SATELLITE SYSTEMS / DSI SYSTEMS, INC,  

                                              Indianapolis, IN / Des Moines, IA                    4/1996-5/2001

 

The nation's #2 distributor of consumer electronics and #2 national C-Band satellite packager.   Call Centers: 5-Three Inbound/Two Outbound - sales / service / technical, Staff-120, Revenue-$85 million, Budget-$10 million, Calls-35,000/week.  Positions held:

  • General Manager of Business Development, DSI (00-2001)

  • General Manager of National Programming Service, NPS (96-2000)

Directed all satellite packaging and programming operations of division with 400,000 retail customer base, 1000 wholesale distributors, 2 television channels & 1 magazine, generating $85 million in sales.  Managed both B2C & B2B sales and service depts., marketing, human resources, technical service and telecommunications departments.  Click here for an online organization chart.

 

After 3 acquisitions and 1 merger, trained new VP on operations, then started new business unit.  Marketed 30-location distribution network with a national call center as a one-stop, sales order processing, customer service, and drop-ship fulfillment provider for electronics manufacturers, regional electronics dealers and other sales organizations.

  • Increased gross margin from 7.5% to 19.5% in 12-month period.

  • Took from $1 million/month loss to breakeven in 18-month period.

  • Restructured call center, increased monthly revenues 16%, cut management costs 30%.

  • Developed new sales/service training program to increase close rate & upsell conversions.

  • 100% increase in print ad effectiveness by reducing print ad cost per lead from $20 to $10 in one year through response tracking and structured testing.

  • Increased outbound telemarketing revenues from $120k / month to over $1,000,000 / month in 3 quarters.

  • Developed Pay-Per-View program generating $1.2 million in incremental sales with 30% net margin in 1st year.

 

Basic Education & Training Assoc. - BETA GROUP,  Fishers, IN  10/1993-4/1996

 

2nd largest TV & radio direct marketer of reading programs to children, adults and institutions.  Call Center: 1-Inbound/Outbound - sales focus, Staff-50, Revenue-$9.4 million, Budget-$8 million, Calls-10,000/week.  Positions held:

  • Vice President of Media Operations (1994-1996)

  • Director of Call Center Operations (1993-1994)

Equity owner & member of core management team of start-up that became nation's 2nd leading seller of phonics reading programs.  Company won INC Magazine’s local Entrepreneur of the Year Award in 1995.

  • Increased average dollar per sale 50% from $150 to $225 through improved sales & upsell training.

  • Increased revenues from $2 million to $9.4 million in 12 months through call center development.

  • Developed and implemented professional sales training program to increase sales close rates.

  • Implemented computer telephony integration (CTI) to increase lead acquisition by 100%.

 

RESORT CONDOMINIUMS INTERNATIONAL, Indianapolis, IN       2/1983-5/1992

 

The world’s #1 international timeshare exchange company.  North American Call Center:  Staff-455 sales/service representatives, Revenue-$70,000,000, Budget-$18,000,000, Calls-85,000/week.  Positions held:

  • Manager, Member Services (1991-1992)

  • Manager, Endless Vacation Marketing / Circulation / Quality Assurance (1990-1991)

  • Manager, Technical Services (1989-1990)

  • Project Administrator - Computer Enhancement (1988-1989)

  • Manager, Customer Service (1987-1988)

  • Manager, Operations (1986-1987)

  • Inventory Analyst (1985-1986)

  • Customer Service Technical Supervisor (1985-1985)

  • Customer Service Supervisor (1985-1985)

  • Telemarketing Supervisor (1984-1985)

  • Telemarketing Representative (1983-1984)

Began career in front-line sales position.  Promoted 10 times, progressively held 11 jobs of increasing responsibility during 9 years there.  Last position was leading the company’s largest department, the Member Services Division, servicing North America's 800,000 members, handling 85k-100k calls per week, generating over $73 million in annual exchange and membership sales.  Managed outbound & inbound call centers, marketing departments, technical groups and computer projects.

  • Initiated Performance Management training to increase net subscription revenues 25% over goal.

  • Implemented $5 million computer system on 1-year project within budget and 4 weeks of target.

  • Restructured call center to increase "call handling" by 24% resulting in lower telecom costs.

  • Increased effectiveness of direct mail programs through renewal series and effort revisions.

EDUCATION

 

Received B. S. in Marketing from Indiana University on the Bloomington, Indiana campus, 1982

 

PROFESSIONAL AFFILIATIONS

 

Past affiliations and certifications include: