Dennis Mccool Email & Phone Number

Phoenix, Arizona

Managed operations and sales for an 80 seat contact center providing business process outsourcing (BPO) solutions for both residential and small business. Contracts included Charter Communications and CenturyLink (phone, internet and cable), multiple electric energy retailers and FirstPoint Security (home and business security solutions). Responsible for achieving and exceeding company revenue targets, maintaining and growing new and existing vendor relationships and day to day sales operations.Managed associates to prospect, qualify and cold call potential clients to generate interest and acquire new businessDeveloped initial and ongoing sales training based on client products and business objectives to maximize employee performanceCreated recognition programs and implemented daily and monthly sales contestsMaintained numerous lead campaigns simultaneously to increase target penetration and decrease costs per leadCreated and fostered relationships with new and existing clients and vendors to ensure mutual growth and sustainabilityFacilitated expansion of company from 12 seats to 80 seats

Responsible for expanding business in new and existing customer accounts both nationwide and in Canada targeting a customer base consisting of online merchants with a total online volume of $250,000 to over $25 Million. Companies range from small and medium-size businesses to Inc.com’s Top 1000 internet retailers. Utilize solution sales to provide a variety of services and products including full merchant services solutions, fraud management tools, marketing improvements, and handheld swipe devices. Cultivate new client relationships and grow revenue in existing client base to generate over $500,000 in annual revenue. Strategically manage a sales pipeline to maximize revenue while providing accurate and timely forecastsCreatively utilize the PayPal assets to develop complete online merchant service strategies which meet and exceed the business objectives of clients and businesses Proactively manage the sales cycle including: Prospecting, developing new business, building account strategies, presenting proposals and ideas to clients and businesses, providing world class follow-up to ensure proposals are on target, closing clients to create lasting partnerships Develop and manage a sales plan to achieve and exceed sales quota and all associated metricsDemonstrate intense motivation to sell, grow existing business, and win

Responsible for the strategic planning, development, staffing and sales performance of call center from initial implementation and start-up through full operational capability. Company specialized in identifying, qualifying, and enrolling clients into attorney based debt negotiation programs.Successfully transitioned company from start-up to fully sustainable operation within 8 monthsDesigned and facilitated initial and supplemental training programs and quality controlsImplemented new CRM and database tracking solutionsSuccessfully integrated multiple attorney affiliate groups to increase overall target penetration Developed new client retention strategies to ensure completion of programIncreased new client average debt by month over month. Averaging $4.2M in new client debt monthly.

Managed 5 teams and 120+ associates within the Home Retention Department consisting of front-line servicing, CAST (customer escalations), OJT (new hire training to floor transition) and Quality Assurance. Primary objective to ensure existing customers facing financial hardships were analyzed and determinations were made to either bring customer accounts current or enroll customers into retention programs.Exceeded payment collection commitments by through redesign of scripting and supplemental training program which was implemented nationwideInstrumental in creating programs to efficiently transition site from Countrywide to Bank of America platforms and methodologiesSuccessfully implemented monthly associate recognition programs and redesigned incentive plan resulting in an increase in Associate Satisfaction scores Decreased associate turnover through development of OJT program and restructuring of transitional training curriculumIncreased Customer Satisfaction scores by creating internal customer account verification checklist

Responsible for managing 6-8 teams and 200+ associates within the Consumer Credit Card Fraud Operations department. Departments included Detection (Inbound), Services (Outbound), National Escalation Gate (customer escalations), ADG (new hire training to floor transition), Specialty Fraud (ACH/BT), Customer Protection Unit and Business Lending.Successful implementation and transition of strategies, systems and methodologies through acquisition and merger between MBNA and Bank of AmericaDecreased fraud losses within each department year over year through defect analysis and utilization of Six Sigma fundamentalsIncreased target queue penetration through taking ownership and successful redesign of workforce management strategiesConsistently outperformed plan for Fraud Losses, Unit Expenses, Schedule Adherence and Abandon ratesCreated AVM (Associate's Voices Matter) team throughout entire organization resulting in increased Associate Satisfaction scores

Directly managed a sales system of five supervisors (150+ representatives) responsible for achieving cyclical, monthly and quarterly sales and quality goalsManaged numerous campaigns simultaneously to exceed quota Coached and developed supervisors through one-on-one meetings, leadership feedback, daily strategic planning, time management, administrative adherence and goal translationsDeveloped strategies and procedures to ensure support and adherence of all company initiatives (i.e. paid efficiency targets, attrition, Peak Performance)Compiled and analyzed data and trending in an effort to consistently exceed sales goals and indicators Responsible for timely and accurate completion of administrative responsibilities including performance appraisals, system expectations, cyclical headcount strategy and disciplinary actionDeveloped contests, incentive and recognition programsInterviewing and hiring of sales applicants and lead supervisorsRanked #1 in Nation on performance and quality, earned numerous awards including Spirit of MCI/Best of the Best and was recognized in the Circle of Excellence (top 10% of company