Dave Donovan Email and Phone Number
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Dave Donovan personal email
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Dave Donovan phone numbers
As a seasoned Senior Director with over 20 years of customer-facing leadership experience, including 3 years in the SaaS industry, I specialize in managing comprehensive support projects and optimizing client onboarding processes to drive success. My expertise lies in leading cross-functional teams and spearheading large-scale deployments, consistently delivering exceptional client satisfaction.I have a proven track record of applying data-driven strategies to improve customer engagement and retention. My skills in utilizing CRM tools like Salesforce, HubSpot, and Gainsight have enabled me to develop targeted strategies that enhance customer experiences and foster long-term relationships.I am highly proficient in analyzing and interpreting customer success metrics, including Net Promoter Score (NPS) and Customer Satisfaction (CSAT), as well as key SaaS KPIs such as Churn Rate, Customer Lifetime Value (CLV), Customer Acquisition Cost (CAC), and Monthly Recurring Revenue (MRR). These insights allow me to implement strategies that not only reduce churn but also increase customer loyalty and maximize revenue growth.With a strong focus on leveraging SaaS solutions, I am committed to driving growth and enhancing operational efficiency for the organizations I work with. My approach combines strategic vision with hands-on execution, ensuring that each initiative contributes to the overall business objectives and delivers measurable results. I thrive in dynamic environments where I can utilize my leadership skills to inspire teams and achieve outstanding outcomes.PROFESSIONAL SKILLS• SaaS Customer Support Strategy• Support Operations Management• CSAT Program Development• NPS Program Development• Cross-functional Team Leadership• Support Process Optimization• Automation Implementation• Change Management• Support KPI Management• Incident Management• Escalation Management• Customer Retention Strategies• CRM Software Proficiency
Pearson
View- Website:
- pearson.com
- Employees:
- 10
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Manager Of Customer Success Technology OperationsPearson Dec 2024 - PresentLondon, Gb
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Freelance Digital Strategist And Marketing AdvisorSelf-Employed Sep 2024 - PresentAs a Freelance Digital Strategist and Marketing Advisor, I have successfully developed and optimized websites, managed Print-on-Demand projects, and implemented affiliate marketing strategies to drive revenue growth for clients. Leveraging tools like WordPress, SEO platforms, and Google Analytics, I have achieved measurable results in increasing online visibility and revenue for businesses across various industries. • Advised on digital marketing strategies, growth opportunities, and operational efficiency for small businesses.
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Sr. Director, Customer Success | Support And ImplementationImpel Mar 2023 - Aug 2024Syracuse, New York, Us• Led global support teams, reducing Average Resolution Time by 35% and increasing CSAT by 15%.• Improved customer experience by cutting First Response Time by 25%.• Designed CSAT and NPS programs to gain valuable customer insights.• Implemented automation, lowering Ticket Volume by 20% and Ticket Backlog by 30%.• Established feedback systems, boosting First Contact Resolution by 10%.• Developed training programs, enhancing team competency by 25% and reducing onboarding time by 30%.• Monitored key KPIs to drive ongoing improvements in support operations. -
Director, Customer SuccessImpel Oct 2021 - Mar 2023Syracuse, New York, Us
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Inbound Sales Manager - Community SolutionsSpectrum Feb 2020 - Oct 2021Stamford , Ct, Us• Led a pilot sales program, increasing sales units by 35% and creating a permanent team.• Worked with training teams to improve efficiency by 15% with new materials.• Set up and managed sales call centers in Syracuse and San Diego for 150 team members. -
Operations Manager - Emergency Response Center At SpectrumSpectrum May 2018 - Feb 2020Stamford , Ct, Us• Oversaw a UL and TMA Five-Diamond Certified 24-hour alarm center, exceeding quality standards by 25%.• Provided direction and leadership to a 24/7 team responsible for the life-safety alarm processing team, as well as a tier 3 technical support team, ensuring quality and productivity standards are being exceeded daily.• Assess and report compliance statistics, interpret law to ensure licensing and legal requirements are met in each jurisdiction, and by each employee in a nationwide service footprint• Implemented processes, programs and initiatives to drive improvements in accordance with corporate strategy• Introduced process enhancements that reduced annual operational costs by $100K.• Cultivated a positive and respectful work environment through employee education, positive reinforcement, modeling behaviors, process documentation and work tools, and administering policies fairly and consistently
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Emergency Response Center SupervisorSpectrum Dec 2013 - May 2018Stamford , Ct, Us• Supervised team of alarm agents; ensuring continual coaching for improvement and development.• Complete oversight of the leadership of the lead agent alarm body, working to ensure accuracy and productivity.• Responsible for training of alarm and lead alarm agents; recruiting, development, discipline and termination.• Met or exceeded service and quality standards every review period.• Dedicated leadership member known to exceed expectations and handle additional responsibilities with speed and accuracy.• Developed and maintained KPI reports for monthly quizzes and phone quality audits.
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Lead Agent - Emergency Response CenterSpectrum Dec 2013 - Apr 2014Stamford , Ct, UsManaged customer calls and alarms, audited emergency incidents, and handled life safety alarms at Spectrum's Emergency Response Center.• Efficiently resolved security-related problems in a fast-paced call center environment.• Ensured accuracy and compliance of emergency incidents through thorough auditing and reporting.• Dispatched responding authorities for emergency situations, maintaining account security standards.
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Lead AssociateCardinal Health Sep 2012 - Dec 2013Dublin, Oh, Us• Quickly and effectively resolved customer concerns and staffing challenges• Maintained quality control and satisfaction records, seeking new ways to improve customer service and processes• Led Lean Six Sigma projects, cutting transportation costs by $85,000 and improving delivery times by 10%• Ensured compliance with DEA and other governmental regulatory agencies• Conducted safety inspections, followed and enforced safety rules and regulations• Assisted the customer service team with high priority orders -
Sales RepresentativeTime Warner Cable Apr 2003 - Dec 2011Stamford, Ct, Us• Coordinated transactions between billing department, service department and customers to resolve problems• Trained and mentored new sales associates• Assisted with streamlining and improving processes and procedures -
Operations SupervisorUps Aug 2001 - Mar 2006Atlanta, Ga, Us
Dave Donovan Skills
Dave Donovan Education Details
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Capella UniversityGeneral -
Capella UniversityGeneral
Frequently Asked Questions about Dave Donovan
What company does Dave Donovan work for?
Dave Donovan works for Pearson
What is Dave Donovan's role at the current company?
Dave Donovan's current role is Poven Leader in Customer Success, Service & SaaS Operations | Driving Operational Efficiency, Leading Data-Driven Process Improvements, and Elevating Service Excellence.
What is Dave Donovan's email address?
Dave Donovan's email address is da****@****lla.edu
What is Dave Donovan's direct phone number?
Dave Donovan's direct phone number is +131567*****
What schools did Dave Donovan attend?
Dave Donovan attended Capella University, Capella University.
What skills is Dave Donovan known for?
Dave Donovan has skills like Leadership, Customer Experience, Solution Selling, Team Building, Alarm Management, Salesforce.com, People Management, Broadband, Voip, Security Operations, Sales, Customer Retention.
Who are Dave Donovan's colleagues?
Dave Donovan's colleagues are Susan Lawman, Julie Allen Earley, Darshika Verma, Penina Faleseu, Rinkesh Parekh, Megan Laibovitz, Basu Amrita.
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