Gordon Pennell

B2B sales and customer retention leader with a record of exceeding revenue targets and developing high-performing teams. Six-time Bell Canada President’s Club recipient whose achievements include improving sales conversion, accelerating employee onboarding, and retaining at-risk customers. Combines strategic sales planning with hands-on coaching and cross-functional leadership.

Finance and Insurance Manager - Bennett GM and Cadillac - Cambridge, ON

(2025-08 - 2026-07)

Managed automotive financing and insurance transactions, working with banks and credit unions to secure prime and subprime approvals. Guided customers through financing and protection options while ensuring accurate documentation, regulatory compliance, and timely funding.

• Achieved a 90% financing approval rate, tracked in monthly reporting, by working with lenders on prime and subprime applications and maintaining accurate credit documentation.
• Achieved a 97% pass rate for financing files reviewed in monthly audits through accurate documentation and attention to regulatory requirements.
• Coached sales representatives on financing requirements, protection products, and documentation to support complete applications and timely funding.

Manager, Dynamic Sales / Loyalty and Retention - Bell Canada - Mississauga, ON

(2020-03 - 2025-04)

Directed daily operations for a B2B team responsible for preserving customer relationships and addressing cancellation concerns. Balanced sales objectives with service standards, providing leadership on complex cases, employee development, and operational priorities.

• Led a six-person unionized B2B sales and retention team, combining performance coaching with account management and customer recovery.
• Retained 63% of customers who intended to cancel through proactive engagement and service recovery, based on annual retention reporting.
• Created and deployed a team playbook that standardized onboarding, sales processes, and Salesforce use, reducing new-hire ramp-up time from 4–6 months to 60 days.
• Managed first-contact resolution, call quality, call flow, and customer survey performance to guide coaching and service improvements.
• Investigated escalated customer concerns and coordinated resolutions with billing, fulfillment, and technical teams. Submitted credit adjustment and refund requests through Salesforce.
• Used investigation findings and customer feedback to coach employees and improve service practices.

Manager, Business Development, Medium Enterprise Markets - Bell Canada - Mississauga, ON

(2009-05 - 2020-03)

Translated regional business priorities into day-to-day direction for a team serving medium-enterprise customers. Connected frontline sales execution with management planning, aligning resources, customer opportunities, and team priorities.

• Led 10 BDRs and consistently met or exceeded regional quarterly revenue targets through structured coaching, pipeline management, and regional sales planning.
• Oversaw a team portfolio of 800–1,000 customer accounts, managing performance across new sales, customer saves, and account renewals in support of annual targets.
• Developed regional sales strategies and business plans, contributed to revenue forecasting and budgeting, and participated in sales target planning.
• Improved lead-to-close conversion by 20% by rebuilding Salesforce reporting, forecasting, and lead tracking.
• Oversaw a sales model in which BDRs closed small to mid-sized opportunities and referred larger opportunities to Account Executives.
• Presented sales results, revenue forecasts, and performance improvement plans to Directors and senior executives. Worked with marketing and operations to improve sales processes.

Sales Manager / Progressive Leadership Roles - Bell Canada - Mississauga, ON

(2002-11 - 2009-05)

Held successive leadership assignments across sales, retention, quality assurance, and direct marketing within Bell Canada. Adapted to changing business needs while building experience in people management, customer engagement, and sales operations.

• Earned four promotions in under seven years across medium-business sales, loyalty and retention, quality assurance, and direct marketing.
• Orchestrated territory planning, customer coverage, and account strategies for residential and business customers.
• Coached employees on sales performance and trained representatives on Bell products, promotions, and service packages.

Sales and Revenue Manager - Holiday Inn Select / Quality Suites - Brampton / Toronto, ON

Oversaw the connection between revenue operations and the guest experience, balancing commercial priorities with service delivery. Provided daily leadership across staff and departments to support coordinated operations and responsive guest care.

• Managed room rates and inventory using booking pace, occupancy, market trends, and seasonal demand to guide pricing decisions.
• Supervised 8–10 hotel employees and coordinated teams to resolve guest complaints, manage escalations, and improve service delivery.

OMVIC Certification - Georgian College (2025 - 2025)

Consultative Technologist Certification - Lead Above (2025 - 2025)

Workplace Mental Health Leadership Certificate - Queen’s University (2015 - 2015)

Predictive Index Accreditation - Predictive Success Corporation (2013 - 2013)

High School Diploma with Honors - St. Puis X