The Cooperative Credit Union Association (CCUA) recently presented Service Credit Union Assistant Vice President of the Contact Center Dennis Donnelly with the Young Professionals Award of Excellence.
The award signifies a young professional who best demonstrates a commitment to the values and principles defining the credit union’s mission. Donnelly was one of six recipients in the CCUA’s area of New Hampshire, Massachusetts, Rhode Island and Delaware.
Donnelly is responsible for a 24/7 operation that consists of a Stateside and Overseas team of approximately 110 employees. His group is the first line of defense for members with issues and he has to guide and train them on how to handle difficult situations.
“The jobs he supervises are high stress yet about 50% of his staff have been in the job for more than five years. He is responsible for all forms of member contact including email, telephone, online chat and video chat,” said David Van Rossum, President/CEO of Service Credit Union. “He also excels at promoting a culture that encourages and ensures member satisfaction. He has a thorough knowledge of the credit union and its mission, products, services and operations. He is a subject matter expert who other departments use as a resource.”
In 2016 under Donnelly’s leadership, Service Credit Union won in the Contact Center/E-Support Operations category (assets of more than $500 million) for its “Global Contact Center” entry. Service Credit Union was able handle a 50% increase in call volume due to an outdated interactive voice response (IVR) system and still achieve a high service level. The credit union identified the most common IVR transactions and implemented features in its phone system, which offered these common transactions while callers were on hold for their contact center.
Donnelly has grown professionally with Service Credit Union over the past 12 years. He started as a Contact Center Representative and within a year, he was promoted to a Contact Center Supervisor. In 2007, he moved up to Assistant Manager. In 2011, he became the manager of the Contact Center.
In 2015, after the retirement of the AVP, Donnelly took over the responsibilities of the Contact Center operations and was given the title of Senior Manager-Contact Center and took up the oversight of both Stateside and Overseas CC Operations. In January 2016, he was promoted to his current position of Assistant Vice President.