Dennis Lawrence Email and Phone Number
Customer Experience Focused / Analytics Manager / Employee Development Leader / Process Improvement Guru / Resource Planning Specialist at
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United Airlines
Dennis Lawrence's Location
Greater Chicago Area, United States, United States
Dennis Lawrence's Contact Details
Dennis Lawrence work email
- Valid
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- Valid
Dennis Lawrence personal email
n/a
Dennis Lawrence phone numbers
About Dennis Lawrence
• Respected collaborator and leader of project-focused teams; instill a shared, enthusiastic commitment as a key driver of company goal attainment. • Outstanding interpersonal and communication skills (verbal and written) with all levels, including executive level management.• Excellent quantitative and analytical skills which help interpret business results into action plans that provide value to the organization.• Proficient with Microsoft Office, SAP, Interaction Client, Cisco, Citrix, Business Objects, Sales Force, Aspect WFM, Tableau, TIBCO Spotfire, Oracle Service Cloud, and Lithium (Social Media).
Dennis Lawrence's Current Company Details
United Airlines
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Customer Experience Focused / Analytics Manager / Employee Development Leader / Process Improvement Guru / Resource Planning Specialist
Dennis Lawrence Work Experience Details
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Director Of Customer SolutionsUnited Airlines Mar 2022 - PresentChicago, Il, Us
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Sr. Manager Of Resource Planning And Training DeliveryUnited Airlines Oct 2020 - Mar 2022Chicago, Il, Us• Developed and executed a strategy and methodology to determine FTE requirements for all contact channels for our contact center global footprint.• Partner with finance to build our annual operating plan, identify risk short / long term throughout the fiscal reporting period, and set CASM targets.• Manage our weekly playbook and share guidance on what levers may need to be pulled to meet the expected customer experience.• Responsible for all aspects of training delivery, logistics, and applicable stakeholder reporting.• Create, automate, distribute, and present executive level presentations and ad-hoc reports utilizing various business analytics.
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Sr. Manager Of Staff Planning And Central AdministrationUnited Airlines Sep 2018 - Oct 2020Chicago, Il, Us• Successfully led global execution of staffing strategy for domestic, international, and vendor sites in the United umbrella.• Managed IAM Union relationship to partner on tactical initiatives and maintain engagement. • Led team that supported field operations administrative needs including payroll, vacation management, and employee inquiries. • Designed and executed contact center scheduling plan for Backstage, and other division level events.
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Manager - Contact Center Staff PlanningUnited Airlines Jun 2017 - Sep 2018Chicago, Il, Us• Monitor and analyze schedules and requirements for a global (on-shore, off-shore, work-from-home) 5500+ seat, multi-channel service center operation to ensure that staff planners are managing the workforce effectively.• Partner with finance to determine long term volume, handle time, shrinkage, and efficiency expectations to help drive annual operating planning.• Work with field offices and central operations to ensure that staffing requirements are met.• Complete long-range staffing models and make recommendations for staffing additions by skill, overtime requirements, and staffing reductions.• Create, automate, distribute, and present executive level presentations and ad-hoc reports utilizing various business analytics tools
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Workforce Planning And Analysis ManagerOuterwall Apr 2013 - Oct 2016Us• Managed team of workforce, business, and process improvement analysts in a multi-channel customer service environment. (Voice, Chat, Email, and Social Media)• Administrator for Aspect Workforce Management software utilized for staff management, forecasting, real-time management, and scenario based planning.• Responsible for executive level presentations related to short-term and long-term capacity planning requirements. • Partnered with finance teams to create annual operating plans, negotiate headcount requirements, and provide budget trending to executive level management to ensure cost as a percent of revenue goals were achieved.• Cross collaborated with various business units to explore process improvement opportunities that led to an ROI of ~2MM annual savings through self-service application. • Project managed installation of new Workforce Management software, Business Analytics tools, Oracle Service Cloud, and Genesys Cloud IVR from RFP to implementation. • Developed suite of executive level reports / dashboards for high impact key performance indicators.• Created an insight report process to add value to internal business partners by leveraging consumer data to illustrate areas of opportunity in which a business unit could potentially action in future development / change management.• Responsible for metric performance oversight of multiple near and off-shore locations. -
Workforce Planning AnalystOuterwall Nov 2011 - Apr 2013Us• Responsible for forecasting, scheduling, tracking, monitoring, and reporting the daily and monthly call center statistics; this includes, call center volumes, FTE, schedule adherence and service level achievement. This included an internal contact center, and multiple out-sourced locations for a total of over 900 employees.• Partnered with vendor management team to align on weekly capacity plans, risks, and mitigation plans when necessary.• Designed multi-layered schedule system which included full-time, part-time, and temporary employees that balanced business need / employee satisfaction.• Performed Root Cause Analysis (RCA) on Service Level misses and forecast variances. Developed and implemented action plans to reduce or eliminate root cause and improve operational performance.• Oversee all real-time and intra-day activities to ensure operational goals are met. Provide real-time support by monitoring actual call volume to forecast, intra-day interval compliance, real-time shrinkage / exception management and agent's AHT (ATT, ACW, Hold) against goals.• Articulate resource deployment across multiple client segments, ensuring core segment achievement and cross-segment utilization.
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Customer Service SupervisorOuterwall Sep 2009 - Nov 2011Us• Supervised staff of 30 or more employees performing duties such as interviewing, hiring, scheduling and payroll.• Responsible for coaching, development, and performance reviews.• Led taskforce to transition business to support new channels at a new support site which included training, metric benchmarking, process design, and gap analysis.• Assisted with the transition of inbound phone customer support to an offshore site. Partnered with Project Management team to monitor training, host focus groups with management, ensure policies were followed, adapt / create procedures, and to provide on-site support.• Handled executive escalations and maintained A+ rating while resolving Better Business Bureau disputes.• Worked closely with human resources to address employee needs which include STD, FMLA, general employee assistance, and action plans focused on performance improvement.
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Customer Service TrainerOuterwall Aug 2008 - Sep 2009Us• Provided training to new employees and internal / external clients on customer service, system applications, and phone systems.• Assisted in the creation and supervision of a peer mentoring program that aided in the further development of new team members.• Created new instructional material, designed then implemented new policies, and aided in process improvement initiatives.• Liaison between customer service supervisors and the training department to ensure timely communication of pertinent information.• Trained over 20 classes that achieved exceeding scores on classroom exams and activities.
Dennis Lawrence Skills
Call Centers
Call Center
Process Improvement
Dennis Lawrence Education Details
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Syracuse UniversityFilm/Cinema/Video Studies
Frequently Asked Questions about Dennis Lawrence
What company does Dennis Lawrence work for?
Dennis Lawrence works for United Airlines
What is Dennis Lawrence's role at the current company?
Dennis Lawrence's current role is Customer Experience Focused / Analytics Manager / Employee Development Leader / Process Improvement Guru / Resource Planning Specialist.
What is Dennis Lawrence's email address?
Dennis Lawrence's email address is de****@****tar.com
What is Dennis Lawrence's direct phone number?
Dennis Lawrence's direct phone number is (425) 943*****
What schools did Dennis Lawrence attend?
Dennis Lawrence attended Syracuse University.
What skills is Dennis Lawrence known for?
Dennis Lawrence has skills like Call Centers, Call Center, Process Improvement.
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