Call Center Executive

Sean Nelen

*********@*****.*** 607-***-**** Cooperstown, NY Riverdale, NY Boston, MA

SUMMARY

Seasoned product marketing and sales leader with 30 years of experience, seeking a Marketing Director or Sales leadership role. Proven track record in driving revenue growth, including a $1 million annual increase at CallMiner/OrecX and doubling revenue at Clipcentric Inc. Expertise in product messaging, launch strategies, PR, CRM optimization, and market expansion across diverse industries. Consultant for healthcare and financial verticals since January 2024. Experienced trainer for customer support and sales teams in the healthcare and financial sectors.

PROFESSIONAL EXPERIENCE NĒLEN MĒDIA – New York, NY

Consultant, Marketing/Sales Consultant for Call Centers and SMBs

Jan 2014 – Present

Independent consulting for call centers, SMBs, and various industries.

●Full-service CRM, sales, and marketing consulting for diverse clients.

●Led product launches, public relations strategies, campaign planning, and content creation.

●Designed websites, marketing reels, and promotional materials.

●Edited sports recruitment videos and provided consulting services.

●Notable clients: MetLife, Fire Restoration Corp., Z Tribeca, Mohican Financial, XOS Technology, SullyKim Design, The Shilla Hotel, Korea National Tourism Organization, and more.

●Experience in video editing, camera work, shoot coordination, and sound engineering.

CallMiner/OrecX – Chicago, IL Sales Manager / Call Auditor

Oct 2016 – Jan 2024

●Excelled as a Call Center Auditor, where my primary responsibilities included managing inbound calls and delivering exceptional customer service.

●I demonstrated a commitment to being a friendly and detail-oriented professional, ensuring that each interaction was handled with care and precision.

●With a proven background in customer support and call center operations, I honed my communication and problem-solving skills, effectively addressing customer inquiries and issues.

●My attention to detail allowed me to maintain high standards of service quality, contributing to improved customer satisfaction.

●Developed a sales and marketing plan for call center and customer analytics sectors, resulting in a

$1M annual sales increase.

Led marketing strategies that expanded market share, specifically targeting financial, healthcare, and insurance industries, resulting in 80% year-over-year revenue growth.

●Optimized CRM systems to enhance sales processes and customer relationship management.

●Managed sales staff with both personal and team quotas.

●CallMiner acquired OrecX in 2021, expanding SAAS offerings for contact center and enterprise solutions.

Clipcentric, Inc. – New York, NY Director of Sales and Marketing

June 2015 – Oct 2016

●Executed a comprehensive marketing and sales strategy, driving an additional $100K in monthly sales.

●Collaborated with C-level executives to secure new business and worked with engineering teams to enhance CRM capabilities, doubling revenue in the second year.

●Targeted publishers, agencies, and brands, significantly increasing client acquisition.

Mohican Financial Management, LLC – New York, NY VP of Marketing / Operations Manager

Jan 2005 – June 2015

●Expanded assets from $20M to $680M by executing strategic marketing initiatives and strengthening investor relations.

●Managed the production and distribution of monthly investor communications and marketing materials.

●Implemented an in-house CRM solution to improve sales team efficiency and worked with a specialized marketing firm to expand market reach.

Bassett Healthcare – Cooperstown, NY Marketing Analyst

May 2006 – May 2007

●Developed and maintained databases to support the Corporate Communications Department, ensuring easy access to critical information.

●Managed and updated the company intranet site and formulated an RFP for the redevelopment of the website to improve digital presence.

XOS Technologies / Pinnacle Systems – Boston, MA

Regional Sales Manager

Oct 1999 – Jan 2005

●Led successful sales initiatives targeting professional and collegiate sports organizations, consistently exceeding quarterly revenue targets and achieving $2.5M in annual sales.

●Established a National Account Program, doubling revenue from $1M to $2.5M and managing a portfolio of over 300 national accounts.

Callahan Creative – New York, NY Director of Marketing / Operations

May 1996 – Oct 1999

●Directed integrated marketing strategies, expanding the client portfolio to include top names in media and advertising.

●Managed business operations, streamlining processes and coordinating across departments.

●Led public relations and advertising campaigns, significantly raising company profile and supporting a successful launch.

The Republic of Korea – New York, NY Public Relations / Marketing Manager

Jan 1993 – Apr 1996

●Led marketing and PR efforts that contributed to the organization being recognized as the top international sales office from 1994 to 1997.

●Produced press releases and directed media placements to increase business and leisure travel from the U.S.

●Developed key marketing materials, including the Korea Travel Guide, and supported major events such as the 1998 Asian Games and 2002 World Cup.

EDUCATION

University of Massachusetts at Amherst — Amherst, MA

Bachelor of Arts, English Literature, Economics

●Varsity Basketball (4 years), Captain

SKILLS

●Capital Markets, Derivatives

●CRM Tools: Salesforce, HubSpot

●Proficient in MS Office, Access, PowerPoint

●Digital Media Tools: AVID, Pinnacle, Adobe Flash, Photoshop, Premiere

●Highly Technical (Ask Me)

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