JEREMY DENNEHY
Austin,TX
Summary
Transformational Business Leader experienced in contact center management, process improvement, technology project management, and operations. Achieved enhanced customer experiences through design of effective feedback loops while driving cross-functional collaboration and implementing innovative solutions to complex challenges. Focused on continuous improvement and sustainable growth to consistently exceed expectations.
Overview
26
26
years of professional experience
Work History
Senior Manager, Services
Shop LC
Austin, TX
06.2023 - 10.2026
- Later
- Led Shop LC merchandising plans across live commerce and ecommerce channels.
- Directed cross-functional teams supporting inventory, fulfillment, and customer experience operations.
- Developed product assortment strategies for jewelry, gemstones, and lifestyle categories.
Senior Manager, CX
Blue Apron, Inc
Austin, TX
06.2021 - 01.2022
- Update later
- Led cross-functional planning for Blue Apron meal-kit fulfillment and production schedules.
- Managed vendor coordination for Blue Apron sourcing, packaging, and inventory flow.
- Directed process improvements across Blue Apron warehouse and distribution operations.
Contact Center & Lead Manager
Tresl
Leander, TX
01.2021 - 05.2021
- Oversee operations of the Contact Center for a finance technology platform, with responsibility for providing strategic direction to 50+ employees at two site locations and 200+ working remotely across the United States
- Led cultural transformation to maximize customer interactions and enhance productivity through implementation of Five9 ACD, improvements in agent training, and establishment of feedback loop
- Revised the incentive program for Application Advisors to reward application submissions that successfully converted into funded transactions, driving an increase from 19% to 30% in funded conversion of leads
- Drove cultural transformation to maximize customer interactions and enhance productivity, including the implementation of a Five9 ACD, enhancements in agent training, and the creation of a feedback loop
- Reduced the Contact Center's call abandon rate from 30%+ to less than 2% in the first two months
- Consolidated comments from "Voice of Customer" and created a continuous feedback loop, utilizing ZenDesk to overlay data with journey map and rationalizing pain points in weekly "Center of Excellence" sessions
- Reduced BBB complaints by 50% within four months by leading an investigation that identified and resolved the root causes of negative sentiment within systemic or manual processes
- Collaborated with Agile project team on internal CRM replacement, contributing to functional/technical requirements gathering, QA, user acceptance testing, and implementation
Services Quality Manager
Shop LC
Austin, TX
01.2020 - 01.2021
- Managed day-to-day operations of local contact center and quality processes for BPO vendors, ensuring service excellence and compliance with standards
- Established a detractor management team to perform voice of customer analysis, leading to the identification of processes that needed attention and effectively raised the department's Net Promoter Score from 47 to 82
- Replaced email CSAT survey model with a real-time survey within the ACD system that increased sample size and effectiveness, elevating survey scores from 60% to 95% by enabling faster reaction to customer feedback
- Enhanced training to encourage the team use a more assumptive approach on calls, reducing the department's average handle time from 9:45 to below 4:25 while maintaining high CSAT scores
- Streamlined Contact Center operations by replacing legacy processes with a call flow-based model, improving service delivery and customer experience
- Enhanced training to encourage the team to use a more assumptive approach on calls, reducing the department's average handle time from 9:45 to below 4:25 while maintaining high CSAT scores
Senior Manager of Services
Shop LC
Austin, TX
01.2018 - 01.2021
- Provided operational and fiscal oversight for the Services Department of a shopping television channel that sells jewelry, beauty, fashion, home decor and lifestyle products, with annual revenue of $200M+
- Led the planning and execution of Five9 ACD/IVR sales automation enhancement, increasing automation from 63% to 83% while reducing time to complete agent-assisted automated orders from 12 mins to 4.5 mins
- Reduced departmental operating expenses from $6.7M to $4.2M annually by negotiating new BPO vendor contract based on utilization
- Created end-to-end onboarding plan for first 10 days of new hire employment to enable quicker contribution while maintaining attrition rates below 10%
- Created an end-to-end onboarding plan for the first 10 days for new hire employment, enabling employees to contribute in new positions sooner while driving attrition rates below 10%
- Mentored departments on Quality Texas Foundation Baldrige Certification application process, enhancing organizational understanding and readiness
Supervisor - Quality, Training & Process Improvement
Shop LC
Austin, TX
01.2018 - 01.2020
- Managed Contact Center QA team, providing feedback to geographically diverse agents across Austin, Philippines, Mexico, and India
- Implemented continuous feedback system based on QTF principles to enhance quality assurance processes
- Implemented a continuous loop feedback system based on QTF (Quality Texas Foundation) principles
- Streamlined training program by formalizing onboarding plan, hiring new training team, and creating engaging in-person training content
- Developed a-standardized Training and Train-the-Trainer plans for both onsite and BPO Contact Centers
- Led an initiative to standardize and document 40 key Contact Center processes containing 300+ sub-processes
Process Improvement Coach
Shop LC
Austin, TX
01.2018 - 01.2020
- Functioned as an internal consultant, providing expertise in Six Sigma methodologies, process improvement tools, organizational development, change management, performance monitoring, and statistical analysis.
- Educated Contact Center employees on process interpretation and led development of a process workbook, creating a comprehensive knowledge base for the team
- Compiled Customer section for company submission to Quality Texas Foundation Baldrige Award, showcasing commitment to quality excellence
Senior Manager, M&P/Quality
AT&T
Austin, TX
01.2001 - 01.2017
- Merged DIRECTV and AT&T U-verse products with revenue gain projected at $1.2B over 5yrs
- Merged DIRECTV and AT&T U-verse products with revenue gain projected at $1.2B over 5 years
- Implemented Business Voice Over IP with $300M revenue projected over 3 years
- Launched multiple Internet Speed Tiers (50MB, 75MB, 100-200MB), projecting $30M in monthly revenue
- Created a comprehensive agent-facing GUI that guided customer troubleshooting efforts that was initially launched to all agent centers in 2012 and further refined in 2014 for adoption in additional business units, including field tech support, order management, mobility and business support
Senior Manager, Tools/Technology
AT&T
Austin, TX
01.2006 - 01.2012
- Created and enhanced troubleshooting tools within AT&T Broadband, defining test plans, launch plans, and customer-facing improvement plans to enhance user experience.
- Led operational efforts for U-verse launch, establishing AT&T's premiere television service.
- Received NCS Senior Vice President Service Hero Award (2008) and Patent #US 20090007170 A1 (2009) for innovative television User Interface enabling seamless programming switching.
Process Manager, Customer Care
AT&T
Austin, TX
01.2004 - 01.2006
- Developed support processes for product launches, network upgrades, and system enhancements to improve customer service efficiency
- Managed AT&T process workflows across service delivery and support teams.
- Coordinated cross-functional teams on process changes and issue resolution.
- Reviewed operational procedures for compliance with AT&T standards and policies.
Operations Manager, AT&T Internet
AT&T
Austin, TX
01.2001 - 01.2004
- Led a team of 15+ tier two technical support agents, focusing on agent scheduling, quality monitoring, and coaching activities.
- Directed AT&T operations teams across wireless, service, and customer support workflows.
- Coordinated daily staffing, scheduling, and workload planning for AT&T service centers.
- Reviewed AT&T performance reports and adjusted priorities for efficient task completion.
Education
Network Engineering Management Program Certificate -
Computer Learning Center
Hurst, TXSkills
- Contact center management
- Contact Center Technology
- Quality management
- Process optimization
- Vendor management
- Project coordination
- Performance oversight
- Customer engagement
- Operations strategy
- Change implementation
- Change Leadership
- Strategic development
- Coaching staff
- Succession Planning
Timeline
Senior Manager, Services
Shop LC
06.2023 - 10.2026
Senior Manager, CX
Blue Apron, Inc
06.2021 - 01.2022
Contact Center & Lead Manager
Tresl
01.2021 - 05.2021
Services Quality Manager
Shop LC
01.2020 - 01.2021
Senior Manager of Services
Shop LC
01.2018 - 01.2021
Supervisor - Quality, Training & Process Improvement
Shop LC
01.2018 - 01.2020
Process Improvement Coach
Shop LC
01.2018 - 01.2020
Senior Manager, Tools/Technology
AT&T
01.2006 - 01.2012
Process Manager, Customer Care
AT&T
01.2004 - 01.2006
Senior Manager, M&P/Quality
AT&T
01.2001 - 01.2017
Operations Manager, AT&T Internet
AT&T
01.2001 - 01.2004
Network Engineering Management Program Certificate -
Computer Learning Center