Leslie Craig Conwell Jr. has over 20 years of experience in sales, operations management, and customer service roles. He has a proven track record of driving revenue growth and improving profitability through strategic initiatives like developing new business alliances and optimizing sales and customer service processes. Currently he works as a contact center specialist providing exceptional customer support and converting over 42% of inquiries into sales.

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LESLIE CRAIG CONWELL, JR.
1265 Essex Street, #8 • San Diego, CA 92103 • 619-987-5514 • craig.conwell@att.net
SUMMARY
Entrepreneurial Sales & Operations Manager with 20+ year record of achievement and demonstrated
success in producing multimillion-dollar sales growth while leading teams providing exceptional customer
service in very competitive markets. Proven abilities in driving revenue growth while managing expenses,
improving customer/vendor/referral relationships, and enhancing staff performance by incorporating
motivational mentoring and coaching styles. Accomplished in change and process management,
improving vendor, staff & customer loyalty, and in managing complex businesses for profitable results.
Prospect & Process Identification &
Development
Design & Implementation of Sales &
Customer Service Operational
Models
Establishment of Strategic Business
Alliances for Increasing Business
Growth
Customer & Vendor Opportunity &
Relationship Management
EXPERIENCE
AUTOANYTHING / AUTOZONE, San Diego, CA 2012 – Present
Contact Center Sales & Customer Service Specialist
Rapid-response team member responsible for providing on-demand support in dynamic call center with
high variability and volume of incoming calls.
Single point-of-contact for all customer and many vendor interactions handling multiple types of
issues with the goal of a “one-call resolution” in the Contact Center.
Responsible for incoming phone and Chat sales inquiries converting them into sales over 42% of
the time with average revenue per contact in the top 20% and the lowest quintile for discounts,
cancellations and returns.
Supply chain logistics, product data management, trouble-shooting on complex orders, returns,
cancellations, international shipping and damage claims.
Quality Assurance monitoring and improvement for increased productivity and profitability of calls.
ASHFORD UNIVERSITY / BRIDGEPOINT EDUCATION, INC., San Diego, CA 2011 – 2012
Admissions Counselor
Recruited and retained new Undergraduate students from initial inquiry stage through completion of their
first class as a full time student.
Verification and qualification of prospective students, identification of student motivation, goals
and abilities for placement in proper degree program and course selection.
Assist with application process, financial aid qualification, and introduction to online classroom
environment, setting expectations and empowering student success through exceptional student
customer service, including generating referrals to other new students in the process.
SELF EMPLOYED CONSULTANT, San Diego, CA 2008 – 2011
Sales & Marketing Consultant
Consulted on a per-diem basis for small and medium-sized local businesses, focusing on marketing and
customer service strategies for attracting and retaining clients during a lengthy recession.
When appropriate, implemented Client Relationship Management systems to manage prospects,
sales cycles, renewal business and client referrals.
Created flowcharts of sales processes to aid in training, and designed templates for efficient and
effective automated customer service responses as needed.
Assisted with web site redesigns, business relocations, hiring and training, benefits administration
and prospect list development.

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LESLIE CRAIG CONWELL, JR (619) 987-5514 PAGE 2
MERRILL LYNCH / BANK OF AMERICA, San Diego, CA 2005 – 2008
Financial Advisor & Insurance Counselor
Administrative Manager of a team that delivered customized, highest-quality experiences to clients,
addressing all aspects of their financial life to help build and protect their wealth.
Worked closely with clients to assess their current financial situation, helping them to identify and
prioritize short- and long-term goals and gain an understanding of their risk tolerance.
Developed asset allocation strategies that guided clients toward their goals, considering their
investment objectives, risk tolerance and time horizon.
Proposed investments and solutions consistent with their strategy, and monitored their progress
and suggested any changes necessary to help them meet their goals.
Automated, flowcharted and implemented multiple sales and client service/renewal strategies into
multiple CRM software packages, including Salesforce.com, SmartOffice and ACT by Sage CRM.
GOLDEN STATE UNDERWRITERS LLC, San Diego, CA 2003 – 2005
Vice President, Sales & Underwriting
Created a start-up Managing General Underwriter organization leveraging prior existing relationships and
creating new relationships with at-risk stakeholders.
Successful at negotiating contract terms, commission levels, profit sharing bonuses, service fees
and risk coverage pricing with fronting carriers, reinsurers, Lloyds of London, reinsurance
intermediaries, wholesale and retail broker distribution channels.
Provided underwriting, sales, premium accounting, policy issuance and renewal services in
coordination with all of our service partners.
ALL-AMERICAN SPECIALTY INSURANCE SERVICES TEAM, INC., San Diego, CA 2000 – 2003
Vice President, Sales & Underwriting
Managed an extremely profitable organization that provided underwriting, sales, claims adjudication,
premium accounting, policy issuance, comprehensive operational reporting and renewal services in
coordination with all of our service partners.
Expanded All-American Specialty Insurance Services Team, Inc. from two employees and $2
million in annualized premium to 12 employees in four remote locations and over $16 million in
annualized premium.
Responsible for negotiating renewal contract terms, claims exceptions, commission levels, profit
sharing bonuses, service fees and coverage pricing with fronting carriers, reinsurers, Lloyds of
London, reinsurance intermediaries, wholesale and retail broker distribution channels.
Negotiated above-average servicing fees and profit sharing commissions due to operational
excellence and superior underwriting profits, resulting in over 30% profit margins annually.
OTHER RELEVANT EXPERIENCE
RISK BASED SOLUTIONS, San Diego, CA 1999 – 2000
Western Regional Director
Marketed and underwrote Employer Stop Loss, Provider Excess and HMO Reinsurance coverages for a
small MGU in the Western United States.
JOHN ALDEN RISK MANAGEMENT & CAIRNSTONE RE, INC.,San Diego, CA 1989 – 1998
Executive Director, Western Region
Managed Western Regional Offices for a full-services Insurance Company and spin-off Managing
General Underwriting firm specializing in Employer Stop Loss coverages for self funded employers.
EDUCATION
Bachelor of Arts (BA) – Liberal Arts -- University of South Florida, Tampa, FL
TECHNICAL SKILLS
BoldChat, Salesforce, GoldMine, PDM, Word, Excel, PowerPoint, Publisher, Outlook, Access