Vice President
Resume:
Andrew S Donovan
Forest Hill MD 21050
******************@*****.***
Qualifications:
Andy is an accomplished operations executive with over 15 years of progressive senior management experience in running 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 decisive leadership presence and the ability to quickly diagnose an operation and make it more efficient, cost effective and improve client/employee experience.
Experience:
January 2008 – Ascend One Columbia, MD
May 2011
Director of Operations & Customer Care
Complete Operational responsibility for the debt management product line including budget, call centers, operations and process implementations for all of the Ascend One umbrella and all of its third party CCA brands. Accountable for annual direction of a six million dollar budget and a seventy five million dollar annual line of business. 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 the implementation and roll out of full virtualized operations for all line employees (500+ as of 2011). Directly responsible for day to day management of a team of 20 line managers/directors and several hundred agents all supporting inbound client contacts in a high volume call center environment, email servicing, chat and web support, on line origination, back office processing and revenue generation.
Led project teams: Live Person eService implementation, implemented Executive Escalation Team, Twitter/Face Book on-line community response team, Created Operations Circle of Excellence Incentive Program.
October 2004 - SafeNet, Inc. Belcamp, Maryland
December 2007
Global Director Operations
Functional responsibility for all of Safe Net’s enterprise global based customer ordering, client contact and client satisfaction, through our direct suppliers and contract manufacturers. Directly responsible for managing a team of five regional directors around the globe and several hundred service and order agents worldwide, all responsible for ultimate client satisfaction and continued relationship building. Additionally responsibly for SafeNet’s World Wide Return Material Authorization (RMA) process & Contract Renewal process for Service Management for all worldwide customer returns and replacements processed in US contract manufacturers. Serving as the daily liaison between the world field sales organization and the operations and fulfillment centers for the purpose of proactive and full notification of sourcing and order issues. Responsible for all order record keeping on hard copy and virtual databases and tasked with achieving 404 SOX audit compliance for revenue recognition and sales order accuracy.
Led project teams: Oracle CRM integration, Web Notification & Ordering, Large Client Implementation (SWIFT), Executive Escalation & Client Satisfaction team
July 1997- Arch Wireless, Columbia, Maryland
October 2004
Manager of National Operations, National and Major Accounts
Responsible for operational governance of over two hundred fifty employees and twelve supervisors in 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. Coordinated vanity customer email addresses and vanity phone operations in accordance with satisfying customer contracts. 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 cal 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
Bachelor of Arts in Political Science
Concentration in Public Policy, 1994
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