DENNIS J.

MANNING, SHRM-SCP
Phone: 401.644.4759
Email: ronden11@att.net
LinkedIn: http://www.linkedin.com/in/dennisjmanning

BUSINESS DEVELOPMENT EXECUTIVE

Dynamic, driven, and versatile Business Development Executive with more than 20 years of experience
leading finance, customer contact center, and business operations. Personable relationship builder with
demonstrated history of developing and maintaining customer loyalty and employee buy-in programs.
Expertise in change management, personnel motivation, profitability analysis, and budget development.

AREAS OF EXPERTISE

Strategic Planning/Analysis
Customer Satisfaction
Change Management
Budgetary Leadership

Training and Development

Inbound/Outbound Sales
P&L Accountability
Incentive Plans/Engagement

Project Management
Performance Metrics
Organization Development
Client Communications

PROFESSIONAL E XPERIENCE
DENTALPLANS.COM, FORT LAUDERDALE, FL
2012 PRESENT
SENIOR DIRECTOR SALES OPERATIONS & TRAINING
Direct inbound and outbound telesales team with focus on customer satisfaction and retention for B2C
model with annual revenue exceeding $12 million.
Supervise more than 100 personnel and ensure buy-in with company policies and brand messaging.
Oversee sales revenue and forecasting for $6 million operation, including three outsourced vendor
locations and a corporate location with more than 150 direct reports.
Analysis, Design, Develop, Implementation and Evaluation of training for corporate and third party
sales & service operations. Creation of Instructor lead and electronic self-paced training.
Notable Achievements:
Increased sales conversation by 5% in three months through adoption of a consultative sales model,
resulting in an additional $150K in revenue.
Improved customer retention from 20% to 50% in 2012 by revising scripts and integrating a new sales
incentive plan, resulting in $3 million in retained revenue for two quarters.
Developed and implemented DP University, an online sales, service, and skills training tool for
personnel.
DANFORTH CONSULTING, FORT LAUDERDALE, FL
2009 PRESENT
CEO/C HIEF BUSINESS DEVELOPMENT EXECUTIVE
Collaborate with clients to develop leadership skills in personnel, as well as provide operational insight
into strategies, training programs and delivery, and technical design.
Build and maintain client base through strategic marketing, referral system, and retention program.
Facilitate training for corporate executives.
Guide governance programs for policy and procedures, as well as organizational development.
Notable Achievements:
Developed Online Knowledge Base as Project Manager, transforming more than 700 paper-based
processes into an online searchable database accessible from any location and improving quality
scores.
Partnered with clients to design and implement performance management scorecards and incentive
plans, including alignment of KPIs with quality and sales strategies.

Dennis J. Manning

Resume, Page 2

LIBERTY POWER, LLC, FORT LAUDERDALE, FL

2010 2012
DIRECTOR OUTBOUND CALL CENTER
Drove sales for more than 50 colleagues and generated more than $10 million in revenue.
Oversaw customer retention program and internal inbound sales, as well as reported on performance
and metrics to Senior Vice President of Sales.
Notable Achievement:
Achieved sales at 200% of budget ($7 million) for 2010.
Re-engineered sales model, increasing renewals by 25% and exceeding $2 million in net revenue.
WYNDHAM WORLDWIDE, MARGATE, FL
2007 2009
SENIOR SITE DIRECTOR
Led Change Management and Site Recovery operations, including KPIs and customer satisfaction.
Managed P&L responsibility of $10 million and reported to SVP of Contact Centers.
Notable Achievements:
Ensured profit margin was reached, including saving $100K in AHT and $500K in cross-selling, in 2007.
Developed training documentation and procedures for organization, including all 400+ resorts, and
facilitated training implementation via onsite seminars, webcasts, and teleconferences.
CITIZENS BANK, PROVIDENCE, RI
1997 2007
VICE PRESIDENT /MULTI-S ITE CALL CENTER DIRECTOR
Drove Sales, Service, Business Banking Appointment Setting, and Satisfaction Survey team operations.
Acted as coach and mentor to six group leaders with more than 1100 total direct reports at two
corporate locations and multiple third party locations throughout the United States.
Served as cross-functional training director.
Reported to SVP of Operations.
Notable Achievements:
Grew call center from 85 personnel to more than 1100 in ten years.
Oversaw career counseling, leadership development, and training for all staff, spearheading company
growth from local business to national industry leader.

E DUCATION & T RAINING

Master of Science, Training and Development, Lesley University, Cambridge, MA
Bachelor of Science, Marketing, Kings College, Wilkes-Barre, PA
Bachelor of Arts, English, Kings College, Wilkes-Barre, PA
Training, Project Management, Bryant University, Smithfield, RI

CREDENTIALS AND AFFILIATIONS

Society For Human Resource Management, Senior Certified Professional (SHRM-SCP)
Green Belt, LEAN Six Sigma
Instructor, Myers-Briggs Type Indicator, Achieve Global, Franklin-Covey, and FIRO-B Assessment
Member, American Society of Training and Development