Stephen C Lesslie Email & Phone Number

Quincy, US

• Spearheaded the Breezeline Blueprint Model, enhancing customer experience (CX) through a customer-first approach across sales and retention channels.
• Directed and managed a team of Sales, Retention, and Care Supervisors, ensuring they met and exceeded department goals through coaching, accountability, and performance management.
• Led the creation and execution of a Sales Methodology Sales Process, improving sales efficiency and consistency; responsible for the hiring, training, and termination of staff.
• Fostered cross-functional collaboration to drive CX and sales initiatives, aligning department goals with overall business objectives.
• Developed a work culture centered on transparency, involvement, and continuous feedback, improving team engagement and performance.
• Introduced and implemented customer retention tools and strategies to improve retention rates and enhance customer loyalty.

Everett, MA, US

• Implemented Encore Boston Harbor's core values and ensured compliance with property and department standards.
• Enforced internal policies, federal/state laws, and property-wide regulations, maintaining a high level of integrity and security.
• Effectively managed multiple priorities under high-pressure conditions, consistently meeting strict deadlines.
• Maintained absolute confidentiality regarding sensitive property-related issues and incidents.
• Acquired extensive knowledge of all games, procedures, and cheating indicators on the property to enhance surveillance effectiveness.
• Responded promptly to requests from surveillance leadership and the gaming commission, ensuring seamless operations.

Philadelphia, PA, US

• Spearheaded the Comcast Customer Experience (CX) initiative, aligning team goals with corporate objectives to enhance service delivery.
• Collaborated with three divisions of Comcast Business—Inside Sales, Retention, and Outbound Sales—to drive key performance milestones and maximize revenue.
• Implemented targeted sales initiatives that increased product sales and strengthened market positioning.
• Led and mentored professional and front-line employees, equipping them to effectively promote and educate customers on Comcast’s diverse products and services.
• Generated and analyzed comprehensive sales reports, forecasts, and funnel management data to inform strategic decision-making.
• Oversaw multiple direct reports, fostering a high-performance culture and driving team accountability.

Chicago, IL, US

Boston, MA, US

Bethesda, Maryland, US

Mclean, VA, US