1. David J Sullivan
34 Park Street Wilmington, Massachusetts 01887
Objective: Seeking a Customer Service/Call Center Manager role where I can leverage my skills and experience to support
others to be the best that they can be.
Professional Work Experience
Team Leader - NWN Corporation – 11/15 – Present - Waltham, MA
Monitor and review calls for quality, provide performance coaching and feedback.
Track attendance and off-schedule conditions of team and individuals.
Assign work to team members and empower them to be accountable.
Track, evaluate and plan performance management and terminations.
Complete performance reviews of team members at year end.
Manage the queue of calls and incidents to ensure service levels are maintained.
Implement Process Improvements for team. Recognize, evaluate and identify areas for improvement.
Resolve participant escalations/issues without further escalation by providing superior customer service.
Interviewing candidates, providing input on hiring, training, client meetings, client tours, team meetings.
Analyzes Service Desk trends to identify opportunities to improve the quality of IT offerings.
Provides creative “out of the box” thinking.
Provide top-tier customer service and satisfaction in all touch points.
Daily interactions with Level 2 client managers.
Call Center Sales Representative - Verizon, Lowell, MA - 08/14 – 10/15
Manage 30 or more calls per day.
Customer transactions focus on new service orders, moves and changes, but also include disconnects, billing
adjustments, inquires and arrangements.
Retain customers by ensuring that they have the right products at the best price while driving sales objectives.
Identify the cause of issues and recommend solutions.
Stay current on all new company changes, trends and training.
Meet or exceed all goals and expectations set for sales, AHT and customer satisfaction.
American Express Platinum and Centurion Concierge - Circles, Chelmsford, MA (Recently purchased by Aspire) -
04/2000 – 06/2014
Customer Care Professional (04/00-11/00)
Team Leader (11/00-08/06, 09/09-06/14)
Service Delivery Manager (08/06-09/09)
Managed a team of 14 Customer Care Professionals (Front-Line Concierge Service Professionals). Team size direct
reports varied between 10-25.
Role modeled best in class customer care, which resulted in year over year JD Power top honors. Established,
developed, launched, tracked and evaluated process guidelines for service delivery and recovery.
Managed team productivity through Management Operating System, which consistently exceeded overall revenue and
Provided direction on matters undefined by existing process in a fast-paced highly charged atmosphere with individual
team and with the larger group through on-duty coverage.
Drove team day-to-day performance as a primary function through data analysis, progressive coaching and follow-up.
Developed and mentored junior Team Leaders, Mentors and CCPs to achieve their professional goals through the use
of development plans, thus providing the company with top performers for roles in other departments.
Maintained highest possible service levels by monitoring real time call stats, time off, overtime, off-schedule
Effectively resolved escalated customer issues by employing empathetic service recovery.
Tracked, evaluated and reacted to team performance matters, including customer comments (Voice of the Customer),
off-schedule conditions, and daily statistics regarding service requests completed, calls taken, After Call Work and
intensive research requiring “close mode”.
Liaison with Senior Management and all support departments, including Operations Support, Scheduling, Finance,
Product, IT, Training and HR.
2. Have provided rotating on-call weekend leadership across three sites as an SDM.
Completed 10-25 timely 90-day and annual reviews.
Role-model company values of open and honest communication, trust, respect, appropriate humor and fun.
2011 Hub Award – Circles top honor.
Manager - Gravity Bar, Seattle, WA - 8/1993 - 11/1999
Manager, Shift Leader/Lead Waiter, Host, Waiter, Juicer
Achieved proficiency in all positions; promoted to Manager in April 1997
Devised and implemented marketing strategy for existing product line resulting in an increase of product sales by
Maintained high customer service and satisfaction levels, daily financial records and cash deposits, and product
inventory and stock replenishment.
Recruited, hired, trained, supervised and evaluated entire team of 25 staff members.
Assistant Manager - Coffee Connection, Boston, MA - 6/1992 - 6/1993
Acting Manager during manager vacation/PTO
Responsible for budget management, daily cash deposits and store's financial records.
Managed product and supply ordering, receiving and inventory.
Developed strategies with District Manager to reach regional marketing and sales goals
Hall Director - Roger Williams College, Bristol, RI - 8/1990 - 6/1992
Director of Residence Hall.
Advised and counseled students and residential staff on academic and personal matters.
Created and established multi-cultural recreational and educational awareness programs and composed and maintained
a national, regional and local "Diversity Database".
Managed physical building, operations budget, student and administrative needs
Education - Mount Ida College, Newton, MA - Bachelor's Degree - Liberal Studies/Communications - 5/1988
Avaya and Cisco Call Tracking and Call Monitoring
Envision and Uptivity QA Call Monitoring
Salon Productions, Seattle, WA Oct 1995 – Oct 1999
Founder and President
Founded and led a grass-roots, 501(c)(3) non-profit, poetry production company.
Promoted and publicized local, regional, international poets and musicians and related events.
Consulted local independent poets on city-wide poetry opportunities, processes and strategies for performing publicly.
Managed annual budget and financing issues in accordance with local, state and federal legal regulations.
Led some of the most well received spoken word open mic weekly, monthly and one-off performances in the city
DJ – Freelance mobile, club and radio – 1983 – present
Self-taught from the age of 18
Have performed weddings, nightclubs and radio