Michelle Sullivan Email & Phone Number

Denver, Colorado, United States

Denver, Colorado, United States

Denver, Co, United States

As an Operations Team of four, we played a vital role in the accelerated development of "Hazel at Home", Hazel's feature that allows students to access visits from home during COVID19. I completed user testing of this new platform to ensure a smooth end to end experience for our customers. The Operations Team successfully mapped out first iterations of our call and support center, external account creation processes, and internal and external FAQs and SOPs. This work created the foundation for Hazel's future Customer Support Team. I was selected to collaborate with the Manager of Operations Support to hire, onboard, train, and supervise Hazel's first Customer Support Team. This team acts as front line support for our external customers and internal teammates, answering phone calls, processing student consent forms, handling support tickets, and coordinating communication across Hazel's account teams. I hired and personally trained the now acting Supervisor to allow for a seamless transition into the new role and long-term success for the team. I managed a rotating team of 10-15 contract workers responsible for data entry and micro-projects to aide in our operational processes. I collected and analyzed weekly error reports to provide ongoing support for teammates with high error rates, and offered continuous trainings for new processes and projects.I worked across lanes to grow operational processes in order to support Hazel's rapid growth, including new softwares and programs such as Strata, Docebo, Zingtree, Mojo, and Zendesk. I worked as the subject matter expert alongside Hazel's Manager of Instructional Design to improve and develop Hazel's self-paced onboarding, saving hours of live instructional time for our managers.

As a founding member of Hazel's Customer Success Managers (CSMs), I collaborated across departments and leadership to develop and align our approach for securing and maintaining satisfied customers during the implementation phase and beyond. As we experienced significant growth, I worked diligently with internal teammates to continuously iterate on our process to ensure a positive and streamlined experience for ourselves and our customers. I partnered with School and District stakeholders to introduce and implement Hazel's technology in the school environment. I navigated tough and hesitant stakeholders through empathy, curiosity, trust and relationship building to lead to full program adoption and integration into each school's ecosystem. My strong relationships with districts such as Cherry Creek School District, Denver Public Schools, New Legacy Charter School and San Bernardino City Unified, lead to overall district expansion and an increase of around 200,000 students who would now have access to Hazel's services. At the start of COVID 19, all of our partner Districts closed to maintain the safety of students and staff. As a member of our CSM team, we were met with the challenge to quickly identify how we can continue to support our students and school partners through the pandemic. This forced us to rapidly develop and implement our Hazel At Home service, and evolve our training and implementation process to accommodate a completely remote world. I developed protocols for training, equipment delivery, implementation, and consent collection that would allow us to successfully implement Hazel in districts where we were unable to meet with staff in-person. This included the development - course content and narration, user interface, and course sequencing - and implementation of our first LMS, Hazelversity, to accommodate remote training for our partners. This remains as Hazel's primary training tool today.

Centennial, Colorado, United States

Developed, implemented, and monitored Continued Stay Reviews for up to 40-50 individuals with intellectual and/or developmental disabilities to ensure successful and continuous community integration through Medicaid Waiver Services. Led an interdisciplinary team of service providers to ensure alignment in client services, funding, and overall quality of life. Advocated for all individuals on my caseload to ensure the highest quality of life and overall service satisfaction. Responsible for 1:1 onboarding and training support for new teammates, as well as driving overall team morale and success.

Centennial, Colorado, United States

Developed, implemented, and monitored Continued Stay Reviews for up to 40-50 individuals with intellectual and/or developmental disabilities to ensure successful and continuous community integration through Medicaid Waiver Services. Led an interdisciplinary team of service providers to ensure alignment in client services, funding, and overall quality of life. Advocated for all individuals on my caseload to ensure the highest quality of life and overall service satisfaction.

Centennial, Colorado, United States

Centennial, Colorado, United States

Bachelor Of Science - Bs, Human Services And Integrated Therapeutic Practices

Elementary Education And Teaching

Elementary Education And Teaching

Education record