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.

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.
• 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.

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.

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.
• 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%.

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.

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.