Joel Sullivan Email & Phone Number

Woburn, Ma, Us

Boston, Massachusetts, United States

Burlington, Massachusetts

As a results-oriented professional, I have a proven track record in supervising cross-functional PSOps and BA teams to ensure the efficient management of daily operations. My expertise extends to managing the end-to-end execution of complex communication projects, utilizing diverse methods including IVR, SMS, email, and postal mail.Key Achievements:Cross-Functional Leadership: Effectively supervised cross-functional Configuration and BA teams, fostering collaboration and ensuring the efficient management of daily operations. My leadership style emphasizes synergy across teams for optimal performance.Communication Initiatives: Spearheaded the development, documentation, and enhancement of team processes and capabilities for communication initiatives. Utilizing methods such as IVR, SMS, email, and postal mail, I ensured effective and multi-channel communication strategies.Process Enhancement and Documentation: Collaborated with team members and senior management to develop, document, and enhance team processes. Implemented training materials for continuous improvement. Additionally, migrated and consolidated documentation and training materials onto Confluence wiki, enhancing accessibility and search capability.Integration Expertise: Coordinated with developers to integrate the Qualtrics API into the Acumen SaaS platform. This ensured seamless data integration between the two systems, contributing to streamlined operations and enhanced data management.Notable Accomplishments:• Streamlined operations with strong leadership and expertise in a dynamic management environment.• Improved post-launch campaign success by implementing a new data review process, leading to a drastic reduction in client-reported defects.• Within six months, established and managed a highly qualified Bosnian team to take over the duties of the U.S. team, including the recruitment and onboarding of skilled configuration analysts.

Burlington, Ma

I have a proven track record in leading the recruitment and onboarding of high-performing team members. In this role, I oversee task assignments, serve as a cross-functional subject matter expert, and provide technical support to team members.Key Achievements:Strategic Recruitment Leadership: Led the recruitment and onboarding processes, strategically identifying and onboarding top-tier talent. My efforts resulted in reduced attrition during an acquisition, emphasizing the recruitment and rewarding of high-performing professionals. Additionally, I played a key role in training new campaign managers.Cross-Functional Expertise: Served as a cross-functional subject matter expert, contributing valuable insights and technical support to team members. I ensure seamless integration and collaboration across diverse teams.Client-Focused Innovation: Developed a comprehensive SLA guide that ensured precise timelines and prompt resolution of client needs. This initiative significantly improved efficiency, resulting in the timely completion of tasks and enhanced client satisfaction.Notable Achievements:• Honed leadership abilities to improve team unity and foster growth while leading updates to Acumen's software platform.• Revamped the PSOps team’s reputation, transforming it into a key partnership between senior configuration analysts and junior developers.• Partnered with the VP and offshore teams to develop a tool that streamlined IVR program creation by 80% and addressed 60% of use cases without custom revisions.• Obtained additional budget for the PSOps team, enabling team members to enroll in JavaScript coding and webpage development courses.

Burlington, Mass

I have a wealth of experience in developing and evaluating QA processes for sophisticated automated healthcare messaging within a rapidly expanding organization. My expertise includes managing complex client requests and overseeing workflows, workloads, and task assignments, consistently yielding innovative solutions.Key Accomplishments:QA Process Development: I spearheaded the development and evaluation of QA processes for sophisticated automated healthcare messaging. My strategic approach ensures high-quality solution delivery, fostering efficiency and excellence in a rapidly expanding organization.Complex Client Management: Expertly managed complex client requests, demonstrating an ability to navigate intricate challenges and deliver innovative solutions. My client-focused mindset contributes significantly to the successful resolution of intricate issues.Team Collaboration Champion: I fostered cohesion between Services and Operations teams by eliminating roadblocks and initiating cross-training. My efforts to break down silos have cultivated a harmonious and high-performing work environment.Notable Accomplishments:• Significantly enhanced team productivity and streamlined operations following the acquisition and turnover of key personnel.• Advised on Acumen's UI/Platform redesign, leading to the creation of tools and features now used by two acquired companies.• Enhanced new employees' performance by providing practical instruction, collaboration, and guidance on professional services, methods, and protocols.

Sudbury, Arlington And Somerville

As a professional focused on achieving outcomes, my strength lies in overseeing operations, managing inventory and procurement, and managing employee recruitment and termination across various franchise locations. Additionally, my role involves handling non-traditional duties like P&L analysis, B2B sales, and in-store promotions, underscoring my strong sense of ownership.Key Competencies:Strategic Operations Oversight: I have successfully overseen operations across diverse franchise locations, ensuring seamless execution and optimal performance. My strategic approach has led to more efficient inventory management, streamlined procurement processes, and effective handling of employee recruitment and termination.Financial Acumen: I managed non-traditional duties such as P&L analysis, demonstrating financial acumen and contributing to the overall profitability of our franchises. This involved strategic decision-making and financial optimization strategies.B2B Sales and Promotions: I spearheaded B2B sales initiatives and in-store promotions, showcasing versatility and adaptability in diverse responsibilities. My adept handling of these responsibilities has been a key factor in the franchise's success.Team Leadership: I leveraged my past leadership expertise to assemble, develop, and guide proficient teams. My commitment to fostering a positive and collaborative work environment contributes to team success and overall operational excellence.My notable accomplishments are as follows:• Significantly improved our expertise in customized packaging, shipping, and printing, leading to business expansion and enhanced service offerings.

Cambridge, Ma

● Tasked with preventative maintenance responsibilities of the campus's Athena Clusters.● Maintained Athena printer systems, managed supply orders and delivery.

Fort Benning, Ga