Ryan Donovan, Csm Email & Phone Number

Buffalo, Ny, Us

640 Ellicott St, Suite 321, Buffalo Ny 14203, United States

Manage the execution of a diverse group of projects, ranging primarily across Financial Systems and IT. -Improved company infrastructure by managing the telephony transition to RingCentral. This change provided improved reliability, a better customer experience, enhanced functionality, and a consistent platform across the company.-Increased efficiencies for People Team by managing a project to streamline and automate the employee onboarding and offboarding process. This allowed for the decommission of an outdated process using manually created emails and tracking data within Excel, which also helped to improve security compliance. -Helped to enhance ACV digital capabilities by managing the acquisition of Max Digital. This acquisition provided new guidance and tools to help dealers run their businesses more efficiently and profitably.

Buffalo, New York, United States

Managed a team of Field Service Engineers, working 20-30 simultaneous projects on average. - Helped to implement project management methodologies within a technical operations department that had not used these methodologies previously. - Increased overall company efficiency by providing additional structure around daily engineering tasks, and creating more comprehensive project work plans. This led to a more efficient use of employee time, and projects being completed in a more timely manner.- Enhanced client communication by designing a project communication process. This process included project intake, start, update, and closing communications. These communications consisted of educational materials, expectations on timing, explanation of next steps, contact information, data gathering, feedback requests, and project close out summaries.- Contributed beyond my project management role by assisting engineers with network installationsand computer configurations. This involved installing access points, routers, switches, and UPS units, aswell as staging computers using Microsoft Entra and configuring MS 365, security software, and BitLocker.

Buffalo, New York

Served as Operations Project Manager, responsible for managing cross functional teams on high priority technical operations projects. Maximized productivity by setting clear expectations and proactively communicating project status, issues and risks to stakeholders and project team.- Improved overall company performance and reliability by managing the closure of two cost prohibitive, and outdated data centers, migrating some data to newer facilities, and some to the cloud. This data center move saved the company approximately $1M annually in equipment and site costs.- Helped to ensure security compliance by coordinating all SOC, SOX, and PCI audit efforts with business process owners and outside auditing firms. Collaboratively identified control owners. Worked with these owners to implement processes, and gather evidence, ensuring efficient and effective control points.- Helped to secure new clients by managing new infrastructure builds. Examples include physical geographically separate co-locations, as well as Oracle Cloud Infrastructure (OCI) instances.

Buffalo, New York

Performed as Project Manager, leading continuous improvement initiatives with cross functional teams and outside vendors.- Grew and improved alternative customer Care channels by managing the launch of the LivePerson chat platform. With this change, chat volume improved from 4M to 8M chats per year. This increase in call deflection saved Time Warner Cable approximately $8M annually.- Increased customer call deflection by managing the launch of Time Warner Cable online customer forums. Time Warner Cable saved approximately $540K annually with the launch of these online forums.- Increased overall company revenue by facilitating the incremental transitioning of call volume from high cost internal and external sources to lower cost vendors. This transition saved Time Warner Cable approximately $25.2M annually.- Improved customer experience by managing the implementation of eWallet functionality within the CSG biller, for front line employees. This new feature helped to increase payment process accuracy and improve customer experience by reducing customer effort.- Helped to align enterprise wide coaching strategy within Care and Sales organizations by managing the launch of the NICE Systems coaching tool. While organizational key performance indicators differed, this tool allowed for the use of standardized coaching dashboards. It also created a repository that allowed for the reference of older coaching sessions.

Buffalo, New York

Supervised, coached and quality monitored teams of 10-15 hourly employees.- Provided direction to team members through coaching, team meetings, and quality monitoring in order to maintain and exceed departmental expectations. Helped to shift the culture towards more customer focused key performance indicators, which led to increased staff morale, productivity and retention.- Reviewed daily reports and tracked stats to help spot trends that helped or hindered individual employees, or the team as a whole.- Assisted in training new employees, in both a classroom setting and on-the-job.- Fielded escalated calls from agitated customers requesting a Supervisor, in order to identify solutions and negotiate compromises.- Collected raw data and used Microsoft Excel in order to create my own reports, thus formatting that raw data into more usable information. This tool then helped to increase productivity amongst the entire Supervisor team in coaching and team management.

Buffalo, New York

Assisted other employees while utilizing numerous on-line tools to help resolve problems concerning a wide range of customer, technical, and policy/procedure issues.- Worked on my own or with any department necessary to research and solve complicated customer issues that could not be resolved posthaste.- Created informational presentations for Supervisor led team meetings, in order to help refresh and educate employees.- Helped management refine the quality assurance system, which made it more universally applicable. In the long term, this change helped to decrease customer churn and increase overall customer base.- Two time recipient of the Total Quality Service award.

Buffalo, New York

Provided in-depth technical support and customer service for high speed Internet and Pivot wireless phone customers.- Worked to provide a positive customer experience while meeting and exceeding departmental key performance indicators.

Associate, Electronics Technology, 3.6 Gpa

Activities and Societies: National Vocational Technical Honor Society

High School