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 increase a Service Providers overall CSI score as well as client satisfaction and internal policies and procedures.• 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 • 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 increase a Service Providers overall CSI score as well as client satisfaction and internal policies and procedures.• 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 dispatch techniques. This Certification Program was designed to help train Service Providers and make process improvements while showing best practices in the Motor Club industry.• 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 well as OEM Engineers. Looked to as the SME by the OEM during the towing and roadside testing.• 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 help increase customer CSI while also building Service Provider satisfaction and affinity. Show less

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 service providers to enhance the ability to deliver quality service. Identifies areas of opportunity for improved efficiency. Resolves road service delivery issues that escalate beyond the supervisory level. • Supervises training and performance management for the entire Service… Show more • 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 service providers to enhance the ability to deliver quality service. Identifies areas of opportunity for improved efficiency. Resolves road service delivery issues that escalate beyond the supervisory level. • 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 training modules focus on service delivery, technology, OEM Specific, operational and personal safety. • 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, average ETA, ATA, poor performing markets as well as successful performing markets and average cost• 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 decrease cost over 2 million dollars in 2010. Increased the CSI for the last 4 years in a row while also increasing in-Network usage and decreasing Out-of-Network usage to less than 1% of the overall dispatch volume. Successfully met all contractual metrics while exceeding all Customer Satisfaction goals. Implemented contractual rate process for new and existing Service Providers to use a formulized rate and performance structure for the Network Field Managers. Show less

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 • 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 contract was received or an out-of-network Service Provider was used for service, this effort helped build overall network growth by 20%. • 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• Successfully oversaw and managed different regions that included the North East, South East, Lakes and West Regions.• Established good working relationships with independent service providers to help increase regions overall performance; Increased overall provider growth by 30% in the North East Region in 2004. • Decreased network cost by 22% in the South East market in 2005 while increasing Customer Service. Worked with Operations from the Call Center and decrease AHT by close to 3 minutes by changing call flow and current scripting that was in place, while improving CSR satisfaction. Show less

• 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 • 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 average cost by CSR. Established guidelines for dispatching proper equipment to disablement location to increase overall customer satisfaction. • Responsible for overall procurement of the program, this consisted of cold calling, advertising and attending trade shows. • Worked with current Provider Network on day-to-day responsibilities that included monitoring provider performance. Looked over and monitored to make sure all contracted cost guidelines were met. Damage Vehicle Supervisor 6/98 – 8/00• Effectively managed a team of three Damage Vehicle Representatives.• Implemented process that decreased the number of days for initial customer contact on all damage complaints. Worked internally to help educate the business on how to help reduce damages from occurring, and making sure the proper towing equipment was sent to the disablement location. • Successfully launched internal training program to help current staff understand the overall operation of industry tools to gain more knowledge and understanding around automotive vehicles. Show less

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