Michael Sullivan Email & Phone Number

Melbourne, Australia

Melbourne, Victoria, Australia

AchievementsLed and supported a team of 20 Service Desk Analysts to provide first time resolution more than 75% of the time to ATO Staff members experiencing IT related problems 24/7 365 days a year. Supported end-users and team members through the transition to working from home, Windows 10, ServiceNow, Cisco Phones and Jabber organisation wide rollouts.Led team of 14 Assessment Agents and Quality Specialists with Probe Group to deliver a Federal Government grant project allocating $200 million in funding, one month ahead of original schedule in response to the Department’s fluid timetable.Led team that delivered Probe Group’s highest customer score from Medibank during the 15 year customer contract. Delivered by managing underperforming team members, reducing attrition of high performers, introducing outcome focussed teamResponsibilities Conducted regular coaching sessions, one-on-ones, team meetings and managed performance improvement plans as required to improve team performance and exceed KPIs. Negotiated with internal and external stakeholders to resolve conflict in the context of escalated, sensitive or complex issues.Handled complaints, took escalated calls and negotiated with customers to resolve conflict and provided floor support to assist agents with queries and coached new agents.Handled high volume of inbound enquiries with professionalism and sensitivity and delivered first call resolution to Medibank members.

Melbourne, Australia

Designed and implemented a training plan and support processes to mitigate risks for rollout of the Workday (HRIS) system for 800 Kaplan staff and enabled seamless transitionDeveloped partnership with leading provider to design and implement organisation-wide emotional intelligence training Completed national audit of Working with Children Check across all businesses

Sydney & Melbourne, Australia

Pitched, won and managed Kaplan’s implementation of multiple organisation-wide education and compliance programs across major financial institutions in Sydney and Melbourne. Increased revenue year on year in both markets.Increased revenue portfolio of 80+ clients NSW clients in 2014Relocated to Melbourne to support business objectives and assumed new client book in Victoria and Tasmania and increased revenue

Sydney, Australia

Led team of 10 Corporate Program Coordinators based in Sydney and Melbourne who launch and administer tailored training solutions for the largest Australian financial services institutions nationwide Worked in conjunction with Senior Business Development Managers to build and manage relationships with our largest corporate clients

Sydney, Australia

Managed all phases of employee’s life cycle from recruitment to offboarding, trained new employees and implemented programs for ongoing team development which resulted in minimal attrition and unplanned leaveLed team of 9 national contact centre staff based in Sydney and Brisbane who handled an average of 1500 phone calls and 400 emails enquiries per week and exceeded service level targets despite challenging external factors including multiple changes to sector’s training and compliance standards and curriculaFirst point of contact nationwide for complaints and customer escalations

Toronto, Canada Area

Identified need for an online knowledge management and training tool for Rogers’ B2B activations representatives. Delivered the tool from concept to implementation phase including obtaining executive support, obtaining funding, responsible for tool design and project managed delivery (called “RogersDirect InfoBase”). Six months after launch demonstrated further initiative by developing InfoBase 2.0 - to further enhance functionality.Designed and managed implementation of online tools that increased the efficiency of Business to Business (B2B) sales and fulfillment representativesCommunications lead for all B2B online tools Pricing and policy subject matter expert for B2B sales and fulfillment B2B online sales and fulfillment delegate for multi-business unit (i.e. Marketing,Customer Care, Finance) projects and committees

Led team of 12 contact centre staffFirst point of contact nationwide for complaints and customer escalations Assisted with recruitment: reviewed applications and conducted interviews Trained new employees and responsible for ongoing development of team

Bachelor Of Arts, English And Media Studies

Education record

Graduate Certificate In Sustainability And Climate Policy