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Chuck Dennis

My name is Chuck Dennis. Customer-Focused Business Communications - Social Media, Content Creation, User Documentation, Email & Ebooks


Customers are never to be taken for granted. The unifying thread through the various facets of my career - as an employee, manager, and consultant - has been an unwavering focus on providing a positive customer experience. The details of exactly how that customer experience is delivered varies from job to job, and from day to day. But the underlying passion for building a successful business through customer-centric communications and world-class service has been my cornerstone. Specialties: Creation of provocative and informative business content, development of engaging and interesting social media contributions, and production services around book and ebook publication.

Chuck Dennis's Background

Chuck Dennis's Experience

Senior Associate, Social Media & Customer Care at Knowledgence Associates

2001 - Present | Cambridge, MA

* Manage Social Media strategy, campaigns * 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 at Northern Light Technology

2000 - 2001 | Cambridge, MA

* 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 at Thomson & Thomson

1985 - 1999 | Quincy, MA

* 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.

Manager, Domestic & International Research Operations at Compu-Mark US

1985 - 1990 | Washington, DC

Principal Consultant at Charles Dennis Associates

January 2013

Customer-focused communications consulting, strategy, and coaching, for small and mid-sized businesses. Services include o Management of Social Media strategy, calendar, & campaigns o Researching, writing, and editing content for client publication o Creating business email campaigns; managing mailings and subscriber lists o Creating Help Screens and User Guides for online applications o Layout / design and editing of ebooks; publication preparation for books

Senior Associate at Knowledgence Associates

January 2012

Help businesses engage with their customers through meaningful interaction, via email and social media campaigns. o Manage Social Media strategy & campaigns o Write and edit content for client publication o Create business email campaigns; manage mailings and subscriber lists

Senior Social Media Consultant at Knowledgence Associates

1999 - December 2011

o Managed Social Media strategy, campaigns for multiple clients o Provided customer care, marketing, and business development for new domain name registry o Wrote and edited content, including customer service articles, for business newsletters; manage mailings and subscriber lists. o Created, researched, developed, and delivered training programs for multi-national business. o 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 at Northern Light Technology

2000 - 2001

? 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 at Thomson & Thomson

1985 - 1999

? 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.

Manager, Domestic & International Research Operations at Compu-Mark US

1985 - 1990

Led four teams in various aspects of domestic and international trademark research, including hiring, training, customer service, report design, and operations management.

Chuck Dennis's Education

The George Washington University

1977 – 1983

BA

Concentration: English

Activities: Editor of school's literary magazine


Haddon Twp. High School

1972 – 1977

HS Diploma

Concentration: College Prep


The George Washington University

1977 – 1983

BA


Haddon Twp. High School

1972 – 1977

HS Diploma

Concentration: College Prep


Chuck Dennis's Interests & Activities

Social media, jazz & blues music, playing guitar, reading & writing

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