Michael Donovan Email & Phone Number

Greater Boston

Design customer-facing teams for Cars.com and create process enhancements, CRM updates, and communication systems to optimize efficiency and revenue. Lead 14-member team and mentor rising leaders in process management, negotiation, & team building. Represent DealerRater to larger Cars.com network through meetings/collaboration. Key Accomplishments:● Lowered churn from 3.4% average per month (2018) to 1.4% (2021) and 0.8% (2022) by launching a new team focused on churn/customer engagement and creating effective team processes ● Boosted DealerRater Operations Department influence across other Cars.com companies by connecting complementary teams, providing information and resources, and encouraging collaboration on customer issues ● Recognized as an exemplary leader by earning a 96% score on employee engagement survey (completed by direct reports) in 2021

Greater Boston Area

Managed 21 employees throughout the customer support, account management, and sales teams. Refined processes across multiple Cars.com departments and companies to improve workflows. Trained and mentored successor to former Team Lead role.Key Accomplishments:● Raised average customer satisfaction score for customer service team from 83% monthly average in 2018 to 94% in 2021 by focusing on improving initial response time (lowered from 2.5 hours to .5 hours) from 2018 - 2021● Designed and launched new method of measuring customer engagement, which was adopted company-wide ● Pivoted teams to a remote setting during the COVID-19 pandemic while ensuring onboarding, completion, customer satisfaction, and case closure metrics remained consistent or were improved ● Built and launched account management team to onboard accounts, address churn, & handle the full lifecycle of the customer, which resulted in a decreased churn rate

Greater Boston Area

Served as sole liaison for Operations Department to Cars.com sale team. Networked across Cars Inc. companies and DealerRater’s Operations Teams to ensure an increase in product sales and create efficient processes.Key Accomplishments:● Achieved a sustained increase in product sales from 2017 – 2018 by creating in-depth training guides for the sales team and product information materials for customers to learn about DealerRater products ● Created and implemented a “Virtual Onboarding” process to accommodate a large increase in new customers; 100% of new customers (2,000+) completed the program on time with limited employee interaction● Led the operations teams to consistently exceed quarterly goals by providing coaching and mentoring

Greater Boston Area

Managed dealership accounts and collaborated with Cars.com team to increase sales. Key Accomplishments:● Managed merger of Implementation and Dealer Experience teams, which led to a more effective team● Spearheaded >100% increase in sales by serving as sole liaison between DealerRater Operations department and Cars.com sales team after DealerRater was acquired by Cars.com

Waltham, Massachusetts

Maintained a book of business of 1900 dealership accounts and served as the main point of contact for multiple large national accounts. Proactively trained 1000+ dealership management and staff on company processes.Key Accomplishment:● Retained 30% of accounts that were in the cancellation process by employing a customer-focused strategy

Boston, Ma

Education record

Activities and Societies: Phi Kappa Psi

Education record