Michael Donovan Email and Phone Number
Welcome to my profile! Are you ready to optimize operations and drive business success? As a seasoned leader in operational strategy with over five years of experience in people management, I've consistently delivered results that matter.In my previous roles, I've spearheaded initiatives that led to significant reductions in churn rates and boosted efficiency, all while influencing critical business decisions. For example, during the acquisition of DealerRater by Cars.com, I seamlessly transitioned teams by maintaining clear communication and ensuring the integration of company resources.Currently serving as a Senior Operations Manager at Cars.com, I take pride in building high-performing teams. In fact, my dedication to fostering a supportive work environment was reflected in a remarkable 96% employee engagement score from my direct reports in 2021.Prior to my current role, I honed my communication and interpersonal skills in the insurance and real estate sectors, which have proven invaluable in my management journey. My passion for process optimization has driven me to establish specialized teams focused on churn reduction and customer engagement, resulting in tangible improvements in retention rates.Beyond the office, I'm a perpetual learner with a keen interest in emerging technologies, particularly within the cryptocurrency and artificial intelligence industries. Recently certified as a Blockchain expert, I'm committed to staying at the forefront of industry trends and leveraging my knowledge to drive innovation.If you're looking to connect or want to learn more about my professional journey, feel free to send me a message. Let's explore how we can collaborate for mutual success!Key Strengths: - KPIs - Data Tracking - Business Analytics & Operations - Management - Training - Team Leadership - Networking - Process Optimization - Data Analytics - Salesforce - Confluence- Trello - Seismic - Certified Blockchain Expert - Community Support- Artificial Intelligence
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Senior Manager, OperationsCars Commerce Nov 2021 - PresentGreater BostonDesign 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
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Operations ManagerCars Commerce Jul 2018 - Nov 2021Greater Boston AreaManaged 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
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Operations Team LeadDealerrater Jun 2017 - Jul 2018Greater Boston AreaServed 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 -
Senior Dealer Experience AdvisorDealerrater Mar 2017 - Jun 2017Greater Boston AreaManaged 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
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Dealer Experience AdvisorDealerrater Oct 2014 - Mar 2017Waltham, MassachusettsMaintained 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
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ProducerGoji May 2014 - Sep 2014Boston, Ma -
Real Estate AgentCentury 21 Commonwealth Mar 2013 - May 2014
Michael Donovan Education Details
Frequently Asked Questions about Michael Donovan
What company does Michael Donovan work for?
Michael Donovan works for Cars Commerce
What is Michael Donovan's role at the current company?
Michael Donovan's current role is Operations Team Manager & Leader | Customer Support Expert | Process Optimizer.
What schools did Michael Donovan attend?
Michael Donovan attended Arizona State University, Boston College High School.
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Michael Donovan
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Michael Donovan
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Michael Donovan
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