Dave Donovan Email & Phone Number

London, Gb

As 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.

Syracuse, 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.

Syracuse, New York, Us

Stamford , 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.

Stamford , 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

Stamford , 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.

Stamford , Ct, Us

Managed 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.

Dublin, 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

Stamford, 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

Atlanta, Ga, Us

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor Of Business Administration, Business Administration And Management, General