James Bell Email & Phone Number

Mississippi Mills, On, Ca

Almonte Ontario, Canada

I am looking for a new position where my previous experience can be utilized. Account/Customer Success Manager and people manager with 25+ years of achievement and a demonstrated success in driving customer and employee satisfaction and retention. Diligently providing excellence in all professional endeavors and earned a reputation for integrity, initiative, and a result-driven work ethic.

Carleton Place Ontario, Canada

Duties• Ensure overall client satisfaction and provide an outstanding experience as they complete the sales and implementation process. Customer Success Manager• Develop and maintain a close relationship with clients in an after-sales capacity and assist them to customize their version of the software to meet their specific business needs• Leading the new customer in the process for transitioning from their older systems to a newer and more streamlined system. This often involves… Show more Duties• Ensure overall client satisfaction and provide an outstanding experience as they complete the sales and implementation process. Customer Success Manager• Develop and maintain a close relationship with clients in an after-sales capacity and assist them to customize their version of the software to meet their specific business needs• Leading the new customer in the process for transitioning from their older systems to a newer and more streamlined system. This often involves business rule changes from old to new. Helping with “Change Management”• Identify additional revenue opportunities within accounts by demonstrating to the client the benefits of the value add-ons • Continually thinking outside the box for solutions to the clients need and from that developing new products and solution as value add-ons to offer to other clients• Serve as the “voice of the customer” in providing feedback to the Engineering, Marketing, Corporate Sales and Quality Assurance teams on new product enhancements, operating problems and bugs, and unique feature requests.• Subject Matter Expert (SME) and product super user for our existing clients and reduce escalations to the development team by resolving issues immediately• Conducting customer training workshops in a variety of settings including live, in person and over the telephone/internet.• Lead webinars and demonstrate product features to prospective and current customers.• Prepare and deliver training material to support new and existing product releases.• Working closely with development and technical delivery teams to ensure accurate and rapid deployment of new work• Identify product improvements or new features by remaining current on industry trends and market activities.• Identifying new opportunities for continuous service delivery improvements or projects Show less

Almonte Ontario

• Sales Leader for years 2010 through 2012• Sales and Inventory management in a retail store environment• Furniture and appliance Sales• Electronics and home entertainment sales (Source Store)Subject matter expert in areas of electronics, appliances and furniture applications and uses• Custom orders from selection of initial product and then on to options, fabric, colour and any specific special options.• Order placement and follow up to ensure production is on time and… Show more • Sales Leader for years 2010 through 2012• Sales and Inventory management in a retail store environment• Furniture and appliance Sales• Electronics and home entertainment sales (Source Store)Subject matter expert in areas of electronics, appliances and furniture applications and uses• Custom orders from selection of initial product and then on to options, fabric, colour and any specific special options.• Order placement and follow up to ensure production is on time and delivery goals are met Show less

Portrait, wedding and commercial photography, complete portable studio

Carleton Place, Ontario

Oversaw and managed day to day operations of a web design, web hosting and technical support companyReviewed financial statements, sales and activity reports, set goals and determine areas needing cost reduction and program improvement. Established and implemented departmental policies, goals, objectives and procedures.Oversaw planning, designing, developing, editing, evaluating and updating of web sitesDeveloped document control system, work flow process… Show more Oversaw and managed day to day operations of a web design, web hosting and technical support companyReviewed financial statements, sales and activity reports, set goals and determine areas needing cost reduction and program improvement. Established and implemented departmental policies, goals, objectives and procedures.Oversaw planning, designing, developing, editing, evaluating and updating of web sitesDeveloped document control system, work flow process mprovements.Determined products and services to be sold, set prices and credit terms, based on forecasts of customer requirements• Oversee and manage day-to-day operations of a web design, web hosting and technical support; direct and coordinated activities of the development team, sales/customer service, technical support, finance and administration departments• Review financial statements, sales and activity reports; set goals and determined areas needing cost reduction and program improvement• Establish and implement departmental quality policies, goals, objectives and procedures• Develop and implemented document control systems (e.g. indexed all documents; trained staff on the indexing procedures with a 90% compliance rate over a 6-month period)• Develop and implement project management and work flow processes procedures to ensure projects were completed in a timely and cost efficient manner• Determine products and services to be sold; set prices and credit terms based on customer requirement forecasts • Plan and direct activities and sales promotions• Developed pricing structure and work order procedures where there had been none, resulting in increased revenues and improved work flow, this also streamlined the quoting process Show less

People ManagerManaged frontline team of Technical Support Agents in Call Center environmentCareer Progression Coaching and planning Ensuring that goals are achieved through realistic goal setting ( SMART)Responsible for coaching and goal setting for agents and team to ensure quality standardsBiannual reviews, On boarding and Off boarding of staffTrained new agent product support, customer service and ongoing enhancement trainingReal time monitoring of the agents… Show more People ManagerManaged frontline team of Technical Support Agents in Call Center environmentCareer Progression Coaching and planning Ensuring that goals are achieved through realistic goal setting ( SMART)Responsible for coaching and goal setting for agents and team to ensure quality standardsBiannual reviews, On boarding and Off boarding of staffTrained new agent product support, customer service and ongoing enhancement trainingReal time monitoring of the agents skills and techniques giving immediate feedbackParticipated in ongoing training, Show less

• Managed frontline team of Technical Support Agents in a call center environment• Ensured target goals and quality standards were achieved through realistic goal setting (SMART), monitoring and coaching; facilitated career planning, coaching and progression• Hired, trained, delivered biannual performance reviews, and off boarded staff utilizing people soft software People Manager providing coaching and evaluation of direct reports which have resulted in 25% increase in productivity and… Show more • Managed frontline team of Technical Support Agents in a call center environment• Ensured target goals and quality standards were achieved through realistic goal setting (SMART), monitoring and coaching; facilitated career planning, coaching and progression• Hired, trained, delivered biannual performance reviews, and off boarded staff utilizing people soft software People Manager providing coaching and evaluation of direct reports which have resulted in 25% increase in productivity and employee satisfaction in a 6-month period Show less

• Managed front line team of Business Office Support Agents in a call center environment• Managed front line Technical support staff• Coached problem solving and investigative techniques. Set goals and quality standards (SMART), monitoring and coaching; facilitated career planning, coaching and progression• Hired, trained, delivered performance reviews• Supplied technical support to clients for internet connectivity

Supervised Team of Investigations Agents and Queue Agents in Call Center environment.Responsible for coaching and goal setting for agents and teamsResponsible for refunds, adjustments of clients accounts in amounts above agents’ approval levelsAuthored revenue reports for Investigation Department and Team, including reporting tools still in use on the floor todaySupplied technical support to clients of internet service provider, in all aspects of connection issuesHSE (High… Show more Supervised Team of Investigations Agents and Queue Agents in Call Center environment.Responsible for coaching and goal setting for agents and teamsResponsible for refunds, adjustments of clients accounts in amounts above agents’ approval levelsAuthored revenue reports for Investigation Department and Team, including reporting tools still in use on the floor todaySupplied technical support to clients of internet service provider, in all aspects of connection issuesHSE (High Speed) and Dial up Show less

Responsible for inventory control, maintained computerized records of materials and suppliesMRP systems, MCS Inventory Software Systems and InfoFlo Inventory SystemsEvaluated material control performance metrics, communicated project status and provided recommendations for corrective actionMaintained accurate inventory records, cycle counting, kit releasing, resolving shrinkage issuesProcessed incoming requisitions, ordered parts and issued materials as per… Show more Responsible for inventory control, maintained computerized records of materials and suppliesMRP systems, MCS Inventory Software Systems and InfoFlo Inventory SystemsEvaluated material control performance metrics, communicated project status and provided recommendations for corrective actionMaintained accurate inventory records, cycle counting, kit releasing, resolving shrinkage issuesProcessed incoming requisitions, ordered parts and issued materials as per requestsResponsible for ensuring ECR were incorporated in all manufacturing orders and correcting and updating work travelers as necessaryImproved quality control of products in materials handling departmentRedesigned stores layout to be more efficient saving time and costs.Implementation of ISO 9000 Quality System Show less

Managed the valet parking department and staff