EARL WAYNE BELL

607 Hillsong * San Antonio, Texas 78258

210.508.3195 * wbell@cbharper.com
MANAGER: Intensive Support & Customer Care
Expert support and customer care manager with more than 10
years of management experience and 20 total years
accelerating new client acquisition and retention,
promoting operational and employee excellence, and
providing unparalleled customer support. Coordinate all
stages of project lifecycle development, from contract
negotiation to product design and delivery. Expertise in
devising highly creative advanced technological solutions
to boost procedural efficiency, reduce costs, and address
individual client needs. Superior ability to inspire
optimal team performance through outstanding leadership
and mentoring skills. Stellar interpersonal skills to
cultivate highly profitable relationships with key
clientele, vendors, and partner corporations.

Information Technology * Project Lifecycle Management

* Contract Negotiations * Budgeting & Scheduling
Process Reengineering * Multisite Management
* Vendor Relations * Talent Recruiting/Retention
* Mentoring Cost Reduction * Technological Innovation
* Cross-Functional Team Leadership * Business Model
Development Customer Acquisition/Retention * Continuous
Improvement * Customer Care * Technical Support
* Profitability Problem Solving * Market Analysis
* Product & Process Education * Employee
Development & Evaluation

PROFESSIONAL EXPERIENCE
COLDWELL BANKER D'ANN HARPER, REALTORS, San Antonio, Texas
Brokerage firm with 300+ agents and employees specializing
in residential sales and property management.
REALTOR * 2007-Present
Target and retain new clients. Assess needs of buyer
clients and facilitate property acquisition.
Assist seller clients in capturing home buyers in minimal
time and at optimal profit. Oversee contract negotiations
at all stages, from application to post-close. Administer
all facets of the home buying and home selling process
including inspection, title policy, mortgage development,
addenda and amendments, and market analysis.
Key Contributions:
* Awarded President's Circle recognition, Top 25
Team in San Antonio
INTERNATIONAL BUSINESS MACHINES CORPORATION (IBM)
Information technology leader with 300K+ employees
worldwide providing hardware, software, and IT services.
Service Delivery Manager (San Antonio, Texas) * 2002-2007
Supervised team of 34 Systems Support Representatives in
providing superlative technical support. Prospected and
retained new clients. Maximized customer satisfaction
through client needs assessment. Devised and implemented
technological innovations and procedural enhancements to
promote market place strategies. Ensured
quality/consistency through ongoing operations evaluation
and improvement. Orchestrated project scheduling to
bolster productivity. Coordinated cross-functional teams
to optimize efficiency and reduce costs. Administered
technical budget and profit plans. Recruited and trained
new talent. Fostered workforce excellence through
mentoring and leadership. Provided around-the-clock
assistance to representatives and clients.
Key Contributions:
* Boosted Maintenance Revenue sales 7% to $7M
per year for 5 consecutive years.
* Spiked profitability by 17.3%.
* Generated $2.5M in Additional Services revenue,
surpassing goal by $1.1M.
* Partnered with Sales and Third Party Marketing
teams to accelerate profit growth and client acquisition.
* Achieved 92.5 customer satisfaction rating,
the highest in the Rocky Mountain Service office.
* Rescued servicing of a Major National
Retailer's Point of Sale from competitor.
* Administered workforce diversity and
Affirmative Action Program goals.
Advisory Project Manager/Executive Staff (Denver, Colorado)
* 1999-2002
Collaborated with Service Delivery Executive in directing
daily operations for Rocky Mountain Service office.
Served as liaison to Service Delivery managers in 4 states.
Conducted market analysis, defined market change, and
executed new business models accordingly. Partnered with
project managers to facilitate client implementation of
new projects/processes. Accelerated revenue growth through
strategic prospecting, product improvement, and process
optimization. Evaluated employee performance. Provided
point of contact between staff and executives.
Spurred customer satisfaction through needs assessment
and strategic innovation.
Key Contributions:
* Received multiple Suggestion Awards for procedural
and quality improvements.
* Orchestrated Y2K assessment and preparation
activities, including defining emergency procedures and
administering Y2K outpost for all clients within
200 mile radius.
Team Lead / Top Gun (Denver & Colorado Springs, Colorado)
* 1995-1999
Partnered with first-line managers in supervising
day-to-day operations of Midrange Service Delivery teams
for Denver and Colorado Springs locations. Provided
around-the-clock support for platform service
representatives. Participated in in-depth training programs
and travelled extensively to disseminate knowledge of new
technologies and procedures. Collaborated with managers in
assessing team and individual performance according to new
procedural/product enhancements.
Key Contributions:
* Earned ISO 9000/1 certification through
implementation of Six Sigma practices.
* Achieved status of Top Gun, highest level of local
support for Midrange IBM Hardware.
Additional Positions with IBM (details on request):
Customer Engineer
Cultivated expertise in diverse company products and
business systems. Received multiple IBM Means Service Awards
for exceptional customer service and support.
Operational Support Specialist
Developed and launched IT infrastructure and wiring and
cabling for IT/telephony. Doubled revenues and achieved #1
technical performance rating in Rocky Mountain
Service office.
Computer Operator
Administered mainframe operations and Input/Output,
including Print Shop, Tape, and DASD libraries for IBM's
RETAIN operations center.
EDUCATION & DEVELOPMENT
Building Industries Consulting Services International
(BICSI) certification
Negotiation Specialist certification
University of Northern Colorado, Greeley, Colorado -
Business Studies
Computer Operations & Programming courses
Management, Training, and Sales courses, IBM
Alamo Institute Real Estate Licensure courses:
Real Estate Principals * Law of Contracts
Law of Agency * Real Estate Law