Dennis M. Lawrence

About Dennis M. Lawrence

Technical service delivery. Territory Manager, managed a $5M P&L. Gained broad and deep experience supporting service level agreements (SLAs). Consistently described as the “best technical support manager I ever had” by customers at our largest accounts. Managed IT Team supporting US Southeast employees and facilities. Call center management. As Global Call Center Manager, managed a $2.4M P&L and led a team of up to 64 people (direct and indirect). We handled several languages onsite and outsourced others to a sub-contractor. Each rep handled up to 80 calls day; the response time was as short as 90 minutes to get a tech rep on-site with the right parts. We grew revenue from $1.1M to $2.4M in 12 months – on a goal of $1.5M. Logistics management. As Universal Call Center Manager, supported the logistical movement of computer parts supplied to Field Service Technicians in the U.S. Managed building, staffing, and training of a 50-person call center from ground zero. Consolidated 23 emergency logistics stocking centers, which saved $5M+ per year. Managed escalations while parts inventories were transferred from warehouses to UPS Logistics facilities without service interruption. Specialties: Resourceful, high-integrity technical service and call center manager. Proven ability to channel all available resources into creating profitable customer relationships. Thrive in fast-paced environments; able to multi-task effectively, motivate team members, and collaborate with business partners.

Experience

1. School Bus Driver

   Muscogee County School District

   Sep 2022 — Present · Columbus, GA, US

Education

• Columbus Technical College

  Diploma, Electronics Technology

  1981 — 1982