Dennis Keen
Worth,IL
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Sr. Manager, Operations - Customer Support & Services
Southwest Airlines
Chicago, Illinois
10.2003 - 03.2024
- Led a team of managers, administrators, and frontline customer representatives at Southwest Airlines Customer Contact Call Center
- Managed staff and provided coaching for their development while ensuring compliance with Department's Performance Metrics and Targets
- Utilized trend analysis to identify efficiencies and behaviors and designed strategies for enhanced performance.
- Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
- Participated in recruitment initiatives by interviewing potential candidates and selecting suitable hires.
- Conducted regular performance appraisals for direct reports to provide feedback on their work performance.
- Created and managed budgets for travel, training and teambuilding activities.
Customer Representative, Sales
Direct Sales International
Atlanta, Georgia
05.1994 - 07.2003
- Elicited interest from potential clients regarding long-term magazine contracts
- Served a diverse customer base comprised of professional offices, schools, and individuals to drive product sales
- Supervised and supported team members in enhancing their sales closing skills
- Enhanced the process of reviewing and maintaining Customer feedback
- Maintained customer records in company database.
Education
Associates of Science in Information Systems -
Herzing University
06.1996
Skills
- Talent Development
- Business performance management
- Reporting management
- Cross-Functional Collaboration
- Cross-Functional Communication
- Operations Management
- Cross-functional team leadership
- Documentation And Reporting
- Budget Administration
Skills And Characteristics
- Skilled Active Listener
- Expert in Conflict Resolution
- Highly Skilled in Employee Training, Coaching and Development
- Well-Versed in Recruiting and Hiring Talent
- Proficient Written and Verbal communicator
Affiliations
- Avid Deep Sea Fisherman
- Enjoy Gardening and Landscaping
- Community Volunteer
- VIP American Red Cross Blood Donor
Certification
- Certified Lean Six Sigma Yellow Belt
- Certified Gallup Clifton Strengths Coach
Timeline
Sr. Manager, Operations - Customer Support & Services
Southwest Airlines
10.2003 - 03.2024
Customer Representative, Sales
Direct Sales International
05.1994 - 07.2003
Associates of Science in Information Systems -
Herzing University