Human Resources Management
Resume:
Andrew S. Donovan
Forest Hill MD 21050
abg7wh@r.postjobfree.com
Qualifications:
Andy is an accomplished operations executive with over 15 years of
progressive senior management experience in running domestic and worldwide
teams of 20 to 300 in dynamic work environments and many different vertical
markets. He has led senior operations teams in the US, Great Britain,
India, and multiple sites in the Pacific Rim. A strong operations
candidate, Andy brings a strong financial background, sound accounting
experience and decisive leadership presence and the ability to quickly
learn any operation in any market and make it more profitable and efficient
and improve client/employee experience.
Experience:
January 2008 - Ascend One Columbia, MD
May 2011
Director of Operations & Customer Care
. Complete Operational responsibility for the
cornerstone Debt Management Product line including
P&L, staffing and recruitment, human resources,
operational budget, call centers, back office
operations and all process enhancements for all of
the Ascend One umbrella and all of its reseller and
third party CCA brands.
. Directly responsible for day to day management of a
team of 20 line managers/directors and several
hundred employees all supporting all facets of
product management, support, back office, customer
care, email servicing, chat and web support, on line
origination, back office processing, revenue
generation and on-going maintenance in a high volume
and high visibility environment.
. Accountable for annual direction of a $6 million
dollar budget and a $100 hundred million dollar
revenue/annual line of business, accounting for $5
billion in recurring client debt under management,
including new revenue captured in 2011 of $6 million
in just the first quarter.
. Responsible for implementing compliance initiatives
to improve business process, managing all process
changes and overall ownership of several hundred
standard operating procedures all in a dynamic
environment.
. Led implementation and roll out of virtualized
operations for all line employees (500+ as of 2011)
saving operations $1 million annually.
. Led project teams: ISO 9001 certification (2008-
current), Live Person eService implementation,
created Executive Escalation Team, created
Twitter/Face Book/on-line community response team,
created Circle of Excellence Incentive Program,
Responsible for BBB A+ accreditation.
October 2004 - SafeNet, Inc. Belcamp, Maryland
December 2007
Global Director Operations
. Total operational responsibility for all of Safe
Net's enterprise global based customer management
cycle, a $300+ million annual revenue business
component, including: customer ordering, fulfillment
teams, warehouse teams, client contact and client
satisfaction, through our direct suppliers, third
party resellers, on going maintenance channels and
contract manufacturers.
. 14 consecutive quarters of revenue growth and
earnings targets met
. Accountable for worldwide staffing and recruitment,
human resources, operational budget, call centers,
operations and all process enhancements for all of
the SafeNet brands.
. Worldwide budget responsibility of $20 million for
all operations
. Additionally responsibly for SafeNet's World Wide
Return Material Authorization (RMA) process
supporting field replacement of over 6000+ varied
products.
. Tasked with achieving 404 SOX audit compliance for
revenue recognition and sales order accuracy.
. ISO 9001 certification
. Led project teams: Oracle CRM integration, Web
Notification & Ordering, Large Client Implementation
(SWIFT), Executive Escalation & Client Satisfaction
team
July 1996- Arch Wireless, Columbia, Maryland
October 2004
Manager of Operations, National and Major Accounts
. Built and staffed the company's only National Account
Call Center
. Responsible for operational governance of over two
hundred fifty employees and twelve supervisors in a
processing/support and Call Center environment for
Arch Wireless' premier national accounts division.
. Implemented vendor email management software to
manage growing report group handling 20k+ Emails per
month
. Frequent source of information for RFP and RFI
Responses to satisfy new contractual relationships.
. Accountable for coordinating tech group's daily
activities of Nortel switching, monitoring long
distance vendor relationships (MCI and AT&T),
maintenance and upgrades of existing system
architecture, statistical analysis of ACD statistics
and desk top support.
. Additionally responsible for managing a support team
of internal billing, process, order entry, technical
resolution and training teams that supported daily
post call transactions in a high volume high customer
exposure role.
Captain North Bay Men's Rugby Club
Potomac Rugby Union 2010-11 Champions
www.northbayrugby.com
Education St. Mary's College of Maryland, St. Mary's City, MD
1994
Bachelor of Arts in Political Science/ Concentration in
Public Policy
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