1. STEVEDONOVAN
Proven leader in balancing operational efficiencies and business growth with client satisfaction
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CORE COMPETENCIES
 Building Teams and Developing People – Effectively managed six different teams in three separate
locations at Oakwood Worldwide. Improved the performance of two teams within the first six months and was
consequently given four additional teams after eight months. Directed the opening and management of a new
department from ground zero, achieving 120% of sales plan after first year, with $2.3M in revenues at RCN
Corp./Starpower Communications. At all jobs, I was the self-appointed trainer to develop employees in
individual coaching sessions and organized classroom settings.
 Proven SalesRecord & Goal Achievement – Once appointed as leader of the Inside Sales team at
Oakwood Worldwide in Q4 2014, I transitioned the team from being passive account managers to actively
pursuing new business/contacts to build a strong book of business. Since this implementation, the team has
increased close rates from an average of 35% in 2014 to 58% year-to-date in 2015. At Prometric, all client
service levels have been exceeded every month since my employment averaging at 87%. Lead three teams
at TEKsystems, Inc. where the managers and associates currently maintain excellence. Specifically, multiple
teams were honoured with the Team of the Quarter Award and the TEK Cup Award out of the entire
organization for 2010. At RCN Corp./Starpower Communications, continuously surpassed organizational
sales goals at 135% of quota for the 2002-2005 year period and exceeded margin requirements.
 Established Leader – Currently leading a company-wide effort to change how our associates interact with
our customers at Oakwood Worldwide. Additionally at Oakwood, I initiated a bi-weekly leadership meeting
with our five supervisors to solely focus on enhancing their leadership skills. Hand-picked by Vice-President
of Global Candidate Services, I led the transition of moving Prometric’s operations from St. Paul, Minnesota
to a new operations center in White Marsh, MD. The successful shift of business finalized on June 10, 2013.
Created a new management team at Prometric which increased the motivation within the call center and held
employees accountable for their performance. Within months, assumed role as leader of the Senior
Management team at TEKsystems, Inc. and introduced an empowerment model in order for the Senior
Managers to take on greater responsibility and accountability.
 Improving Quality – For the IRS at Prometric, quality was below 80% and client satisfaction was low. By
instituting a new training and quality assurance program, quality scores have increased to 92% and I
developed a strong partnership with the IRS as Prometric’s appointed liaison. I brought the government
contract into 100% compliance, up from 57%, by training staff and implementing policies, procedures and
service standards at WorldCell, Inc. Spearheaded installation of CRM initiatives and directed training program
to ensure competence with new software as a service application – SaleForce.com. Realized a major
increase in efficiency and accuracy of order entry as well as enhancing on-time delivery performance from
72% to 96% at WorldCell, Inc.