Contact Center Manager with a wealth of experience in handling both start-up and Fortune 500 accounts. Detail oriented with the eye on the bottom line and results. Experienced in all aspects of operations including client services, training and business implementations.
Dennis has over 17 years experience in the BPO Industry specializing mostly in the new field of Technology. Gaming and Social Media. His experience moving up the ranks across various support roles has given him a more holistic viewpoint and approach for Operations Management. His experience as an entrepreneur also gives him strategic insight to managing not only P&L but also client expectations.
Dennis is now trail blazing in the field of managing social, his account is at the forefront of adopting and leveraging new school human capital management techniques like Moment of Truth, Internal NPS in order to drive likelihood to recommend metrics for his clients. His work in these fields has resulted in the biggest outsourced account in the TELUS portfolio which also serves as a center for excellence on NPS and Moment of Truth across TIP. Current account practices are now being adopted by other programs covering a diverse range of industries that are supported by TELUS International.
Specialties: Strategic Planning/ Operations Management/ Change Management/ Implementations/ Vendor Management/Training
Six Sigma Certified Yellow Belt
COPC CSP Release 4.1 Registered Coordinator 