Dennis Cool, Mism, Psp
About Dennis Cool, Mism, Psp
Dennis Cool serves as the Team Lead for Technical Services at Axis Communications, where he has worked since 2013. He holds a Master's Degree in Information Systems Management and has made significant contributions to customer service initiatives and system integrations.
Work at Axis Communications
Dennis Cool has served as Team Lead in Technical Services at Axis Communications since 2013. His role involves overseeing various technical initiatives and managing a team to enhance service delivery. He has contributed to significant projects, including the implementation of a new online RMA chat agent initiative, which successfully reduced customer wait times by 20 minutes. Dennis has also played a vital role in the planning and launch of Salesforce Service Cloud, focusing on system design and integration. His leadership in training sessions has equipped 46 agents with the necessary skills to utilize Salesforce Service Cloud effectively.
Education and Expertise
Dennis Cool holds a Master's Degree in Information Systems Management with a focus on Data Administration and Management from Keller Graduate School of Management of DeVry University, completed between 2010 and 2016. He also earned a Graduate Certificate in Big Data and Analytics from the same institution in 2019. Additionally, he obtained a Bachelor of Science in Management with a concentration in Computer Information Systems from Park University. His educational background equips him with a strong foundation in technical services and data management.
Background
Dennis Cool has over a decade of experience in technical services, primarily at Axis Communications. His career began with a focus on management and computer information systems, which he studied at Park University. His academic journey continued at Keller Graduate School of Management, where he expanded his expertise in information systems and analytics. This combination of education and experience has enabled him to lead various initiatives aimed at improving customer service and operational efficiency.
Achievements in Technical Services
Throughout his tenure at Axis Communications, Dennis Cool has achieved several notable outcomes. He implemented a zero-cost solution to regionalize call data, enabling analytics for over 6000 interactions per month. He led pre-launch system integration testing and user acceptance testing, identifying and prioritizing over 1200 items for project management. Additionally, he co-authored presentations and developed reports and dashboards that enhance customer experience. His contributions have resulted in generating over 1000 educational services and marketing leads in the first year of his self-initiated reports.
Training and Development Initiatives
Dennis Cool has demonstrated a commitment to training and development within his role at Axis Communications. He authored a globally utilized training guide for the Salesforce Service Cloud ticketing system, which serves as a resource for users worldwide. He also led training sessions that successfully educated 46 agents on Salesforce Service Cloud in just three sessions. His efforts in developing Technical Accounts Manager and Specialist positions reflect his dedication to enhancing team capabilities and service quality.