Dennis Williams, Pmp Email & Phone Number

Chatham-Kent, ON, CA

Sarnia, Ontario, Canada - Corporate Remote Office

Responsible for supporting strategic Operations initiatives for various clients and identify and manage the overall prioritization of opportunities to improve contact center performance. This includes managing and representing Operations on projects, new or existing program launches and internal projects or initiatives.Working cross functionally with.

Sarnia, Ontario, Canada - Corporate Remote Office

Sarnia, Ontario, Canada - Corporate Remote Office

Sarnia, Ontario, Canada - Corporate Remote Office

Responsible to manage and oversee the successful implementation of projects and/or internal initiatives within Percepta and for clients.Act as a single point of contact capacity, establish deadlines, assign functional responsibilities, lead and direct the work of others, facilitate, communicate and monitor project progress to ensure a quality deployment is.

Corporate - Remote Office

Facilitate project execution through establishing deadlines, assigning responsibilities, leading and directing the work of others and monitoring project progress to ensure a quality deployment is completed on time, according to specifications and within budget.- Risk identification and mitigation- Escalation and change management- Communicate and document.

Corporate - Remote Office

Manage and oversee the implementation of projects and internal initiatives:Facilitate project execution through establishing deadlines, assigning responsibilities, leading and directing the work of others and monitoring project progress to ensure a quality deployment is completed on time, according to specifications and within budget.- Risk identification.

St. Thomas, Ontario

Reservations and Membership Services Supervisor - managing a team of up to 20 people including:- coaching- mentoring- attendance management- performance managementAlso participated on internal committees to improve agent experience.

Chatham, Ontario

Pembroke, Ontario

• Coaching and development of team leaders in sales & service for a major credit card company.
• Initiated project to impact consumers resulted in 17% take rate in just over one month.
• Co-ordination of completion of agent level monthly and annual performance reviews.
• Change management and handling multiple changing priorities.
• Re-design of the Business Continuity Plan.
• Oversight on client’s key escalated customer & back-office teams.

• Responsible for planning and directing work across Argentina, United States and Canada
• Coaching & development of all supervisors including certification and new supervisor training
• Manager of and including the design of associate incentive plans
• Gathering data and analyzing to determine business impact
• Ensuring effective communication both at a local level and across the project
• Acts as a resource for other sites

• Coaching & development of all supervisors including certification and new supervisor training
• Acts as a resource for other sites
• Submission of client invoices (as needed)
• Responsible for handling multiple changing priorities
• Performance based feedback for staff
• Working special projects as required

Assist in ramp up of a new call center for TeleTech. Helping to on-board new Team Leaders with no previous call center experience. Lead internal initiatives to improve customer service as well as employee experience.

Supervisor of a team of associates.

Main responsibilities included coaching agents on how to handle directory assistance calls. Quality Coaching and attendance management.

Diploma, Sports Facilities

Sports Facilities & Recreation Administration

Education record

Completed PMP Prep Course