Dennis Richards Email & Phone Number

Remote

• Implemented a Secret Shopper Program with an external vendor. This included developing metrics for the program as well as working with peers on the program, also recommended process improvements that would help.
• Created with an outside vendor an industry first on-line training modules focused on Motor Club Roadside Assistance. The modules were focused on Roadside Safety… Show more
• Created with an outside vendor an industry first on-line training modules focused on Motor Club Roadside Assistance. The modules were focused on Roadside Safety, proper Towing and Road Service techniques as well as.
• Founded the OEM Hands on Training and Certification program with Land Rover, Jaguar, McLaren and Lincoln. Currently also participates in OEM Vehicle testing programs this includes working with clients Senior leaders as.
• Effectively manages the Agero Truck Finance program with an external lending firm. This program has generated just over $83,000 in additional revenue since its launch in November of 2013. This program was founded to.

Remote

• Oversees operations to ensure optimal coverage and cost-effective service delivery. Strives to build relationships among clients, relationship managers, dispatch, training, quality, contracted and non- contracted.
• Supervises training and performance management for the entire Service… Show more
• Supervises training and performance management for the entire Service Provider Network. Assists in establishing performance standards and network goals. Guides employee development efforts. Reviews training to ensure.
• Implemented processes that monitor budget impact and program effectiveness.Looks after and monitors all damage claims, customer complaints, and overall service provider performance. This includes call acceptance.
• Established industry-leading technology platforms that helped support a real time algorithm dispatch solution. Innovator of the ARS Preferred Provider Program and the ARS Market Bid Program, which in turn helped to.

Remote

• Managed six Regional Field Managers to ensure overall regional performance metrics are met while also meeting and exceeding all contractual metrics.
• Established a two-way tow process currently used for the car rental programs, known to be the first in the Motor Club industry.
• Initiated a Kiosk style check-in process for fleet vehicles, OEMs and Automotive Super Centers. Streamlined procurement efforts by setting up procedures for immediate contact on the same business day that… Show more
• Initiated a Kiosk style check-in process for fleet vehicles, OEMs and Automotive Super Centers. Streamlined procurement efforts by setting up procedures for immediate contact on the same business day that contract was.
• Lead negotiations for national contracts with Goodyear, Michelin, Travel Centers of America, Rush Trucks Centers, Bosselman Boss Shops and Continental Tire.
• These efforts increased the overall network by 39% while also adding "Tow to Locations" to help reduce the overall program claim cost. Regional Field Manager 7/04 – 8/05

• Managed the Medium & Heavy Duty Network for all 50 states that consisted of towing, mobile service units and independent tire locations.
• Increased overall network size by 75%.
• Established national accounts with Fleet Companies like Goodyear, Michelin, Travel Centers of America and Rush Truck Centers.
• Helped devise specialized customer service agents to handle the medium and heavy duty dispatches. This included monitoring Average Talk time, Average Speed of answer and overall… Show more
• Helped devise specialized customer service agents to handle the medium and heavy duty dispatches. This included monitoring Average Talk time, Average Speed of answer and overall average cost by CSR. Established.
• Responsible for overall procurement of the program, this consisted of cold calling, advertising and attending trade shows.

Worcester, MA

• Managed five Emergency Road Service Coordinators in a call center environment that received breakdown calls from auto and truck leasing customers.
• The ERS department was also responsible for managing and building provider network, National contact with providers like Michelin, Goodyear and Bandag, issuing purchase orders for service.
• Established process to help increase the Customer Service Index by over 10% on Emergency Road Service Calls.

Small Business Administration/Management

Education record