Michael Donahue Email & Phone Number

Pembroke, Ma, Us

Boston, Massachusetts, United States

Boston, Massachusetts, United States

- Responsible for improving team performance in the customer success department including Account Management, Customer Support, and Managed Services- Managed customer sentiment towards Tive via NPS and CSAT scores- Achieved an NPS score of 57(industry avg is 30) and CSAT of 95- Implemented new customer management tools and worked cross-departmentally to improve themand sync with other systems

Boston, Massachusetts, United States

- First account manager at Tive (employee #22)- Managed all US accounts- Created departmental processes that would be used by future account managers- Created the outline of what would become the Managed Services Department- 100%+ goal achievement every quarter in role

Quincy, Massachusetts, United States

- Oversaw fleet of Owner Operators day to day operations- Maintained safety and compliance of assets- Management and negotiation of Owner Operator contracts- Oversaw Risk, Compliance, Dispatch, and Billing teams- Resolved customer and carrier disputes

Westwood, Massachusetts

• Managed accounts and steered customer life cycle through renewal, upsell, implementation, product adoption• Forecast and track key account metrics while delivering consistent results.• Develop subject-matter expertise on industry-specific business challenges and trends.• Initiate, plan, and broadcast client conversations through webinars to discuss best practices and HCM challenges.• Work in cross functional groups to establish best practices and enhancements to tools and products.• Exercised good judgment and prioritization to meet client’s varying needs and deliverables.

Greater Boston Area

• Promoted to create department and direct the team responsible for full truckload sales.• Established processes, reports, and metrics for developing relationships and tracking carrier KPIs.• Increased revenue associated with Boston’s full truckload business by 25% year over year.• Ultimately responsible for the company’s largest clients' FTL satisfaction and retention.

Greater Boston Area

• Promoted, and awarded additional business in recognition of top performance and retention.• Increased portfolio’s average monthly GP via cross-selling and up-selling to existing client base.• Maintained call volumes and activity metrics, on-boarding new customers weekly. • Awarded interim management position leading team while director was on a four-month LOA.

Greater Boston Area

• Increased existing business via cross-sell and up-sell opportunities.• Achieved average weekly NPS of over 82% (average national score <80%) on portfolio.• Maintained client records and notes via diligent and detailed use of NetSuite (CRM.)• Consistently recognized for exceeding daily call volume metrics (50 minimum outbound calls.)

Greater Boston Area

• Responsible for customer satisfaction and building trustworthy relationship with clients. • Administrative and customer service tasks, including booking shipments, problem solving and analyses.

Hingham, Ma

• Won Eatwell Inc’s Manager of the year after first year in manager position• Created social media and restaurant website traffic via web-based marketing campaigns.• Increased Facebook page following by 300%.• Hired and managed the task work and customer service of 40 team members.• Optimized production from staff resulting in $4 million annual sales.• Maintained operations including scheduling, procedures, incentives, and F&B regulations.• Recorded, managed, and oversaw all food, beverage, and labor costs and managed cash flow.• Developed promotions to increase catering sales for the Super Bowl and other Big events.• Helped design menus for Food Expos including the Taste of Hingham, and Taste of South Shore.

Hingham, Ma

• Delivered exceptional service and multi-tasked in a high-speed restaurant and bar setting.

Greater Boston Area

• Set up events and pitched products to consumers.• Tested marketing new products at trade shows, department stores and made face to face sales.• Communicated sales figures with clients, tracking trends to identify opportunities in the market.