Dennis Porter Email & Phone Number

United States

Idaho, United States

Managed a team of 10 Executive Office Case Managers providing resolution to escalated customer complaints in a changing and evolving environment.• Drove high-demand performance metrics, ensuring efficiency and quality standards and goals were met.• Assisted in complex and escalated matters, using creative problem-solving and research to find resolution.• Conducted quality reviews to ensure risk mitigation, customer satisfaction, and quality standards had been met by direct reports.• Scheduled and facilitated 2 team meetings per week, two 1 on 1 coaching sessions per caseworker, career development sessions, and intermittent training sessions each month.• Led multiple site-level diversity, equity, inclusion, and engagement activities and games.• Partnered with internal / external departments and project managers as the SME to improve processes / systems.• Oversaw the Boise site's first temp hiring for 10 managed resource employees. Researched and learned the hiring process, and onboarding process, and built and facilitated initial training conducted for contractors.• Earned corporate officer title of Senior AVP.

United States

Directed a team of 18 Customer Success Representatives.• Spearheaded performance, including efficiency, customer satisfaction, quality, and uptraining.• Championed and creatively enhanced team member engagement, customer experience, sales, quality assurance, productivity, and efficiency.• Served as the UI Path Champion, partnering with project manager on the rollout of AI / bot technology, a timesaving application that allowed automated login to various systems.• Acted as the compliance SME, overseeing compliance and risk for the team and management group, ensuring risk was mitigated for a group of 100 Associates and 6 Managers.• Led Bridge the Gap, creating, adapting, and facilitating supplemental training for employees new to the role and partnering with other managers.• Functioned as the Resource Planning Champion, stewarding learning new processes and current initiatives, andserving as the SME for service level, time off, utilization of scheduling systems, and holiday and PTO bid communications for Boise Everyday Banking and Premier managers.• Managed change during the Blended Banking pilot that later rolled out to the entire business line to combine Consumer and Online Banking servicing departments, now known as Everyday Banking.

United States

Take escalated phone calls from Premier / high-value customers, providing elevated customer experience and problem solving, identify needs and refer sales. • Floor walking / answering questions, coaching and maintaining team performance in sales and service.• Helped onboard and train new hires as well as tenured employees.• Acted as a liaison for policies and procedures.• Developed leadership, complex problem-solving, project management, career development coaching and customer experience skills.

United States

Assist high value customers balancing service, sales, and personal development.

Boise, Idaho, United States

Lead transition from classroom training to taking calls in a call center environment. Support, coach, up train, facilitate, and act as a subject matter expert. Between training classes responsible for floor walking, answering questions, assisting management, and taking escalated calls from customers.

Boise, Idaho, United States

Take customer phone calls about service and billing, provide technical support, problem solve billing issues, cross sell features and products. Provide floor support and answer peer questions when needed.

Twin Falls, Idaho, United States

Assess and make meat cuts to supply sales floor. Review supply and make orders. Analyze and estimate supply needs based on sales and discounts to maximize sales while limiting loss. Weigh, wrap, and price meat and orders. Provide exceptional customer service in person and by phone. *Promoted to Assistant manager