Brian Bess Email & Phone Number

Managed 150-person B2B and B2C teams serving Electrolux and Frigidaire dealers in the United States and consumers in Canada.• Managed leadership team that consistently exceeded goals for productivity, service level and quality assurance. • Led project teams that integrated English and French-language consumer support teams and reintroduced Electrolux small appliance consumer support and parts sales internally from a third party, • Member of executive steering committees on major projects including global SAP B2B order platform, dealer returns, security and fraud prevention and Best Buy and JC Penney retail sales launch.

Managed 100-person customer service and sales call center serving Electrolux-brand consumers in and out of warranty and supporting Frigidaire and Electrolux consumers with extended service agreements and parts.• Managed four B2C leaders that consistently exceeded goals for productivity, service level, quality and sales. • Responsible for annual planning and monthly forecasting of multi-million inside sales budget to hit targeted objectives.• Led CEC introduction of ESA with Repair product generating millions in revenue in just eight months.• Key leader in SAP CRM enhancements and the piloting of dual monitor technology that improved agent productivity by 5% and created SG&A savings.• A primary contributor to B2C re-organization and performance management process that reduced a layer of management, identified strong new leaders, improved accountability and created a strong support network for frontline employees.• Collaborative partner with workforce operations, human resources, training and other B2C leaders to streamline work functions, improve reporting, and cut costs.

Englewood, Colorado, Us

Managed 60-person sales and retention call center serving over 300,000 subscribers in the southeastern and midwestern United States. • Responsible for team generating over $2.2 million in annual revenue with year-over-year improvements of 7% in average revenue per sale and a 13% improvement to schedule adherence.• Created a culture of customer service and accountability to the call center sales and retention organization by being a visible presence to employees, initiating employee training on core skills, and introducing leadership development training and coaching standards for supervisors. • Consulted with corporate and local leadership teams to implement dramatic changes to employee work schedules and sales commissions that better reflected the needs of customers and company business goals.• Member of leadership team that helped integrate new corporate policies and culture following an acquisition.• Led project teams that are creating a standardized scorecard for evaluating employee performance, a pricing tool to increase order accuracy and improve handle times and initiated a new disconnect process to create more opportunities for retention.

Philadelphia, Pa, Us

Responsible for marketing and sales performance for residential and commercial cable operations serving customers in portions of Florida, Alabama and Georgia.• Managed multi-million dollar expense budget which included media, direct mail and sales.• Directed marketing and sales activities that generated annual growth of 16% for digital cable units, 10% for Internet units and 26% for voice units from 2008 to 2011.• Led revenue assurance project with finance and billing departments that made a substantial impact in under-billing.• Collaborated with customer service and technical departments to identify and correct repeat service issues that helped increase customer retention by 20%.• Enlisted the support of human resources department to introduce minimum performance requirements and standardized performance improvement plans that led direct sales staff to exceed productivity goals by 25% and lead the region in bundled product sell-in rates, a key measurement that drives average revenue per customer.

Philadelphia, Pa, Us

Directed 225 employee customer service call center in Southwest Florida cable system supporting customers for sales, billing, retention and repair issues. • Managed multi-million dollar operating budget which included personnel and third party overflow call centers. • Consulted with regional leadership and human resources department to successfully implement radical changes to employee work schedules and sales commissions that better reflected the needs of customers and company business goals.• Implemented steps that increased employee productivity by 14%, which prevented $1 million in calls annually from overflowing to third party call centers.• Collaborated with customer service, technical and billing departments on system-wide initiative that that reduced repeat calls by 17%.• Introduced a sales training program that increased bundled product sell-in rates, a key sales measurement that increases revenue per customer, by 36%.• Created a new model that factored in employee productivity, sales volume, and call volume to accurately forecast third party overflow needs and department expenses.• Integrated 50 Time Warner cable employees to the Comcast culture following a system acquisition.

Philadelphia, Pa, Us

Managed marketing and sales activities for digital cable, high-speed Internet and voice products in Southwest Florida system. • Prepared multi-million dollar annual marketing expense and subscriber-growth budgets and monthly forecasts. • Led retail and direct sales staff for residential and commercial products and services.• Implemented marketing and sales plan that generated growth of over 15% annually for digital cable, Internet units and telephone units.• Created media planning strategy for TV, radio and print buys that eliminated the need for a third party agency, resulting in 15% savings on media schedules.• Led cross-functional project team and marketing efforts in Naples, FL and Ft Myers, FL cable systems to successfully introduce or enhance two-way high-speed Internet, HD-DVR service, video on demand and telephone service.• Led customer awareness efforts that quickly transitioned 6,000 subscribers to new broadband Internet platform following the dissolution of Comcast @Home service.

Orlando, Florida, Us

Led marketing efforts for a start-up Internet service provider serving the southeastern United States.• Managed marketing budget which included TV, radio, print, outdoor, direct mail and public relations.• Directed marketing plan that helped company grow to millions of dollars in annual revenue.• Implemented marketing communications strategy that redesigned company web site, logo, sales collateral and media kit.