Chuck Dennis

Current

• Senior Consultant at Knowledgence Associates (Self-employed)

Past

• Director, Customer Support at Northern Light Technology
• Director, Client Services at Thomson & Thomson

Education

• The George Washington University
• Haddon Twp. High School

Recommended

6 people have recommended Chuck

Connections

191 connections

Industry

Management Consulting

Websites

• Articles & Podcasts
• My Company
• My Blog

Chuck Dennis’s Summary

I am a customer retention strategist.

I work with the management of small to mid-sized companies, who lead marketing, sales, and customer care operations, and are responsible for growing revenue through customer loyalty.

I help these businesses resolve, anticipate, and prevent customer issues, as well as identify opportunities to enhance their current service strategies, polices, and procedures. As a result, these companies are able to learn from past mistakes, and strengthen their bottom line by building a more customer-focused organization.

Chuck Dennis’s Specialties:

Author of numerous articles on customer service, viewable at http://www.freeiq.com/angrycustomerstrategist

Chuck Dennis’s Experience

• Senior Consultant

  Knowledgence Associates (Self-employed)

  (Self-Employed; 1-10 employees; Management Consulting industry)

  1999 — Present (10 years )

  • Provide customer care, marketing, and business development for new domain name registry
  • Write and edit content, including customer service articles, for business newsletters; manage mailings and subscriber lists.
  • Created, researched, developed, and delivered training programs for multi-national business.
  • Provided customer service consultation to domain name registrar, directly advised customers on trademark-related and registration-related matters; created FAQ section for client's web site; advised client on web site usability issues

• Director, Customer Support

  Northern Light Technology

  (Privately Held; 51-200 employees; Information Services industry)

  2000 — 2001 (1 year )

  • Oversaw account set-up and maintenance for over 250 enterprise clients, including user access, content issues, and support of complex search queries.
  • Acted as customer advocate during internal business and strategy discussions.

• Director, Client Services

  Thomson & Thomson

  (Privately Held; 201-500 employees; Legal Services industry)

  1985 — 1999 (14 years )

  • Created and managed customer service department for the start-up division NameStake.com; established global domain name registration service line, including product development, pricing, training, hiring / staffing, and execution of service
  • Grew Domestic Search operation revenues from $19m to $25m in 2+ years; managed departmental budgets of over $8m; led team that reorganized department and restructured job duties
  • Played leadership role in company-wide initiatives that turned a production-oriented business into a customer-focused business, expanding both the vision of the company and the capabilities of its employees.
  • Led project team that redesigned and enhanced standard report format as well as created format customization capabilities for company's flagship research reports; helped introduce new format to top clients.

Chuck Dennis’s Education

• The George Washington University

  BA , English , 1977 — 1983

  Activities and Societies:

  Editor of school's literary magazine

• Haddon Twp. High School

  HS Diploma , College Prep , 1972 — 1977

Additional Information

Chuck Dennis’s Websites:

• Articles & Podcasts
• My Company
• My Blog

Chuck Dennis’s Interests:

Customer Retention, service, and management issues, jazz & blues music, literature, baseball

Chuck Dennis’s Groups:

Customer Advisory Board of Constant Contact 2005-2007, Providence Entrepreneur Meet Up, SE NE American Marketing Ass'n, Plaxo Plus

•    Executive Suite
•    The George Washington Alumni Association
•    Customer Experience Professionals
•    Contact Centre Consultants
•    SpeakerMatch
•    Social Media Today
•    Social Media Marketing
•    Worldwide Contact Center Professionals - Largest Network for Call Center Professionals
•    Contact Center Performance Forum
•    Thomson Alumni
•    Ideas, Hints and Tips from Call Centre Helper
•    Free Agent Jungle
•    Newport County Networkers
•    Massachusetts Business Leaders: MAnewsline.com
•    Boston Jobs
•    TweetMyJOBS.com
•    Newport BOLD Group

Chuck Dennis’s Honors:

Author:

* "Your Friend, the Angry Customer" - ExecutiveMatters (American Management Association)

* "Contrary to Belief, Angry Customer is Your Friend" - IndUS Business Journal

* "360 Degree View Promises Delivery" (with Lisa Dennis) - CEO Refresher

* "The Angry Client: Your Practice's Best Friend" - The Independent Consultant (Society of Actuaries)

* "Standards of Customer Service" - CustomerServiceManager.com

* "Anatomy of an Angry Customer" - CustomerServiceManager.com

* "Judgment Day: Assessing Your Service" - eZineArticles.com

Chuck Dennis’s Contact Settings

Interested In:

• career opportunities
• consulting offers
• new ventures
• job inquiries
• expertise requests
• reference requests
• getting back in touch