Kylee Sullivan Email & Phone Number

Dearborn, Mi, Us

Dearborn, Michigan, Us

Introduce new team members to company policies, systems, and culture with a blended learning approach to onboarding orientation including scheduling, instructor led training facilitation, learning management system administration (Learn Dash), and instructional design.Create ad hoc elearning courses when needed, typically using Articulate Rise 360 and occasionally using Storyline 360. Produce weekly company newsletter sourcing content from relevant departments, sharing company updates, program details, employee news, etc – built in Articulate Rise 360.

Dearborn, Michigan, Us

● Redesigned and facilitated current onboarding orientation to include moreparticipant engagement and more closely reflectinstitutional training. Created onboarding binder for new hires with job aids. ● Operationalized annual performance reviews, includingcreating a yearly observation schedule and updatedposition guidelines to make performance reviews moreobjective and consistent● Responsible for all interviewing and hiring new staffmembers● Maintain staff records including attendance, coaching, anddisciplinary documentation● Worked with Human Resources and Workforce Development department to coordinate hiring and on-boarding of new staff● Staff Development● Designed and delivered training presentations and supplemental job aids for all Guest Services frontline employees● Worked with Director of Sales to re-design existing sales training to be in line with institutional branding, sales philosophy, and increase overall revenue● Founding member of Service & Hospitality Team● Designed and implemented an institutional service recognition program, which called out examples of excellent service in the weekly company newsletter.

Detroit, Mi, Us

● Managed part time Visitor Services staff in two locations,including hiring, onboarding, and scheduling● Managed two gift shops - responsibilities includedordering, maintaining inventory, merchandising, reporting,and staffing● Streamlined inventory process by upgrading sales system, resulting in more accurate inventory reporting as well as higher sales margins. Reported revenue increased 6% in the first fiscal year● Responsible for creating interesting and visually appealing merchandising displays● Ensured benchmark customer service and hospitality for all museum guests● Increased visitor donations by 20% through improvedtraining and coaching● Developed and presented the departmental budget for approval

Dearborn, Michigan, Us

● Supervise front line positions● Resolve customer service issues● Responsible for deployment of staff members based on level of business and employee capability/competency to ensure smooth flow of operation● Step into frontline positions as necessary● Assist Guest Service Managers with administrative duties