Grace Donovan, Pmp® Email & Phone Number

Ipswich, Massachusetts, United States

As a SaaS Implementation Project Manager, I successfully coordinate the set-up of Software as a Service product(s) for EBSCO customers. The projects vary in scope and subject matter, ranging from single component/customer set-ups to large scale multi-component/consortium implementations. I rely on my combination of project management, technical, interpersonal and leadership skills to be successful. My Primary Responsibilities Include:Managing day to day operations for concurrent, multifaceted projects including collection and delivery of project specific data, customer facing communications and status reports.Creating, managing and tracking project schedules, dependencies, deadlines, and other information that may impact the delivery and/or quality of project.Organizing workflows and assigning tasks as required project's schedule.Communicating project objectives, status and expectations to the project team and management.Providing technical support and consultative services to customers and partners by way of diagnosing, troubleshooting and debugging issues, as well as sharing best practices.Motivating cross-functional and cross-organizational project teams to work together in the most efficient and effective manner.Identifying areas for improvement in internal processes within the department and cross-organizationally along with possible solutions.

Boston, Ma

In addition to my responsibilities as the Educational Programs Associate in managing an increasing number of educational programs and their departures, including new product launches, my additional responsibilities as Associate Director included:-Providing 24/7 emergency support for travelers and guides for incidents that occurred while programs were on the road in Africa, handling each case as required.-Traveling to southern Africa on three occasions (2017, 2018 and 2020) in order to increase direct product knowledge, develop new opportunities and connect personally with vendors and operators.-Assisting the Executive Director of Educational Programs in managing the Boston office, including interviewing and hiring of supporting staff members. -In collaboration with the support team at Peak 15 (CRM system/database), creating new processes and reports that increased the efficiency and accuracy of the Educational Programs office, effectively managing the sustained year-to-year business growth that occurred between 2015 and 2020.-Attending bi-annual conferences with Road Scholar to ensure product consistency as well as compliance with Road Scholar guidelines and procedures.

Boston, Ma

At EXPLORE, Inc., I was responsible for managing the content, execution, accounting of several educational programs (series) that traveled throughout Southern Africa, totaling approximately thirty to forty departures each year. In managing these programs, I communicated daily with guides, operators and vendors in southern Africa to ensure the continued success of the programs. Once participants were enrolled on a program, I served as their primary pre-departure specialist in preparing them for their travels. I also liaised directly with EXPLORE's program manager at Road Scholar to monitor enrollment of the programs, changes in program itineraries, the educational content, and adherence to Road Scholar's program guidelines. The countries in which my programs travel included: Botswana, Eswatini, Mozambique, South Africa, Zambia and Zimbabwe.Additional Responsibilities:Upon request, I booked additional, custom travel arrangements in southern Africa for program participants ranging from an early arrival night to an extra 7-10 days surrounding their educational program.I reviewed program evaluations; followed-up on issues and implemented changes when needed.I supported the Director of Educational Programs with new program proposals by researching locations, writing program itineraries and creating pre-departure materials.I engaged the public via social media channels (Facebook, Instagram and Twitter).

Watertown, Ma

Thomson Family Adventures creates luxury, one-of-a-kind family adventures, including both scheduled, small-group trips and custom adventures, to engage, entertain and educate children of all ages. In my role as a Family Travel Advisor, I educated prospective travelers about the destinations to which we travel and the unique features of traveling with Thomson Family Adventures. Using consultative, personal sales techniques, I converted new leads to active travelers. In addition, I created custom international adventures for families based on their trip itinerary and budget requirements, keeping in line with the quality and integrity of a "Thomson Trip."Additional Responsibilities:Acted as a TFA liaison for SalesForce-Filemaker Pro system integration projectImplemented sales pipeline and management system, follow-up procedures and sales reporting metricsTraveled as TFA representative for inspection and educational purposes (Peru: 2014; China: 2015)

Cambridge, Ma

Designed approximately 250 customized tours each year, fitting the unique travel needs of each group leaderStreamlined and increased the quality of the customized tour creation, communication and production processesReported weekly conversion rates and financial statistics for all customized itinerariesDesigned and led semi-annual sales training program for new and existing staff

Cambridge, Ma

Departed an average of 90 tours annually with a 40% year-to-year repeat rateRepresented EF Explore America (EF EA) at group leader orientations, conventions and online webinar programsContacted leads to determine their tour plans through active outbound sales initiativesEducated potential group leaders on the value of traveling with EF EAConsistently hit and exceeded monthly and end-of-season sales and quality goalsTraveled on tour to Washington, D.C., New York City and Boston, providing additional customer service

Australia And New Zealand

Secured four-month Australian Work Visa, which I then transferred to a three-month Tourist Visa in order to continue traveling Australia. My "layover" on the way home was a two-month sojourn in New Zealand.Worked for four months as a server and barista at Cafe Andiamo on Flinders Lane in Melbourne, AustraliaHoned budgeting skills by backpacking for seven months in Australia and two months in New ZealandOptimized as many opportunities as possible to meet new people, embrace the local culture and step outside my comfort zone

Northborough, Ma

Assisted patrons by way of answering reference questions and recommending materialsPlanned and facilitated the children's library weekly programs and the annual Summer Reading ProgramDeveloped and maintained the Children's Collection, including books, magazines and other media

Worcester, Ma

Developed education materials in English and Spanish to complement museum programsProvided guided tours of the museum and its collection to school groupsAssisted interpretation staff with auditorium presentations, workshops and visitor services

Dual Bachelors Of Arts, Spanish And Communications, Summa Cum Laude

Activities and Societies: Worcester State Women's Volleyball Team; Student Government: Senator; Alpha Mu Gamma; Phi Eta Sigma

Spanish Language And Culture

Activities and Societies: Exchange Student; English Conversation Leader