Michelle Sullivan Email and Phone Number

At Blackbridge H-D we have 4 unshakable values: building community, creating authentic rider experiences, diligent responsiveness, and innovation and growth. To support our vision and values, I work collaboratively with teams across the dealership to deliver effective and efficient processes, and to create cohesion and delight in the customer experience.

Engaged and built strong relationships with multiple community partners, vendors, and influencers across the industry. Designed and executed large scale events that drove engagement, sales and brand excitement. Responsible for all internal and external communications and digital marketing.

School of Rock is the original performance-based, interactive music school founded in 1998 in Philadelphia. With over 200 schools, and a strong internationally recognized brand, School of Rock is the largest after-school music education provider. Their mission is to help kids rock on stage and in life. As GM, I helped run the show from AC/DC to Zappa by creating a safe and cool environment for students to achieve their musical and creative potential, so as many kids as possible could have the opportunity to experience the magic that is School of Rock. I worked with every part of the school’s community to put on epic shows through which the students learned music and life skills, and was the primary owner of the relationship with students and parents.

Partnered with the community and those we served to keep Waterloo Region informed about all aspects of our organization, and worked in concert with members of the community team and program staff to organize and execute events that promoted and celebrated inclusion and community development. This 1 year contract role allowed me to form a strong understanding of social service/non-profit methodologies, and to build valuable relationships with community partners across the Region.

I created trustful long term relationships with media and key community stakeholders and executed our public relations strategy.

Led the fledgling Communities of Practice program, to champion and enable stronger collaboration, knowledge sharing, employee engagement and thought leadership for the organization. Provided communications, event, and strategic business support for our CIO and Enterprise Business Unit departments.

Oversaw all market workflow requirements for NY and Midwest gas and electricity markets. I monitored and ensured compliance to regulatory legislation and built strong relationships with government bodies and environmental groups. I led several large process redesign projects to improve effectiveness and efficiency, including the automation of our customer correspondence program, which improved accuracy by 17% and reduced time-to-receive by 3 days.

I developed and branded a full roster of classroom and on-line training materials and successfully trained over 100 new contact centre representatives in an aggressive three month ramp up. In 2005, I took over the leadership of the Contact Centre Solutions area, leading 4 business units and 11 direct reports. I oversaw all contact centre technology projects and redesigned the customer service staffing and reporting strategy for our 200 seat contact centre.