David J Sullivan Email & Phone Number

Hingham, Ma, Us

Wilmington, Massachusetts, United States

• Supports technology in an educational setting, responds to user needs respectfully, installs software/devices, troubleshoots software and hardware, prioritizes tasks via the Help Desk system, communicates progress to users, documents repairs, assists with networking, maintains VoIP systems, manages inventory, trains users, travels for repairs, aids MCAS testing, stay updated on IT trends, and fulfills the Director's assignments.

Wilmington, Ma

• Directed day-to-day Member Care activities, planned work schedules, managed team workloads, handled people management tasks, maintained team performance & customer service metrics, hired/trained/coached employees, measured team productivity, created reports, conducted one-on-one meetings, developed scorecards, handled escalations, built relationships, ensured harmony, motivated employees, mentored Team Leaders, enhanced productivity through training/product development, and contributed to organizational planning for operational excellence.

Waltham, Ma

• Managed team knowledge base, handled escalation calls, provided 24/7 on-call support, oversaw change management in Service Now, led QA program enhancement, reviewed call quality, offered coaching/feedback, managed CSAT surveys, tracked attendance/compliance, delegated tasks, fostered accountability, assessed performance, conducted reviews, ensured service levels, drove process improvements, handled escalations with superior service, and participated in recruitment, led team training, supported client interactions, analyzed trends for IT quality enhancement, offered creative solutions, prioritized top-tier customer service, and engaged with Level 2 client managers daily.

Lowell, Ma

● Managed 30+ daily calls, managed customer transactions for service orders, moves, disconnects, billing adjustments, inquiries, and arrangements. Retained customers with tailored product solutions, identified issues, stayed updated on company changes/trends, met/exceeded sales, AHT, and customer satisfaction goals

Chelmsford, Ma

• Team Leader (09/09-06/14)• Service Delivery Manager (08/06-09/09)• Team Leader (11/00-08/06)• Customer Care Professional (04/00-11/00)● Managed teams of Customer Care Professionals, varying from 10-25 direct reports. Modeled best customer care practices, leading to JD Power honors. Developed service guidelines, drove productivity exceeding revenue goals, guided team in challenging environment, and ensured high service levels through data analysis/coaching. Mentored leaders to achieve goals, resolved customer issues effectively, monitored performance metrics, consulted with senior management/support departments, provided on-call weekend leadership, conducted timely reviews, exemplified company values, and received the 2011 Hub Award.

Greater Seattle Area

Manager, Shift Leader/Lead Waiter, Host, Waiter, Juicer• Achieved proficiency in all positions; promoted to Manager in April 1997. Devised and implemented marketing strategy for existing product line increasing product sales by 400%. Maintained high customer service and satisfaction levels, daily financial records and cash deposits, and product inventory and stock replenishment. Recruited, hired, trained, supervised, and evaluated an entire team of 25 staff members.

Bristol, Ri

• Director of Residence Hall.• Advised and counseled students and residential staff on academic and personal matters. Created and established multicultural recreational and educational awareness programs and composed and maintained a national, regional, and local "Diversity Database". Managed the physical building, operations budget, and student and administrative needs.