Meghann O’Sullivan

• Transformed our team OneNote FAQ with revamped well structured and easy to follow content, established version control, and facilitated user acceptance through developing and presenting training which enhanced team productivity and ensured accurate customer interactions
• Developed and presented new starter onboarding training over Teams that improved staff onboarding timeframe from 4-6 weeks to 2 weeks
• Developed and presented refresher training over Teams, specifically in CRM de-duplicating to assure everyone is following current business practices and upholding data integrity
• Developed a team newsletter using Sway to provide everyone with the Teams posts they have missed across multiple channels to assure everyone is up to date with current information
• Developed and presented a streamlined bulk CRM invalidation process in collaboration with IT using Excel to overcome EBS integrated duplicate CRM issue
• Conducted training and "buddying" over Teams to team members to promote productivity and a positive customer experience
• Exemplify the organisational values through honest, ethical, and professional conduct.
• Identify and respond quickly to customer needs appropriately
• Answered constant flow of customer enquiries while demonstrating a thorough knowledge of the services provided and relayed this knowledge to customers in plain English
• Helped meet changing demands by recommending improvements to business systems or procedures.

• Brand awareness campaigns with target customer demographics with social, print, and email campaigns.
• Creative asset design to use for promotional materials and distribution. (Canva/Crello)
• Composed daily posts for social media and helped build corporate presence on Twitter, Facebook, and Instagram. (automated through Hootsuite)
• Competitor & Adword Research analysis
• Automation & system integration
• Landing page design with link tracking and hot points (Mailchimp/Kantra/Hotjar)
• Split testing
• EDM & Social Copy
• Client Management
• Campaign tracking and reporting (HubSpot/Instapage/Kartra)

• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Proven ability to learn quickly and adapt to new situations.
• Account management (Government, SME, Enterprise)
• Technology Training (Microsoft, Veeam, Cisco, VMware, CompTIA, SAP, Citrix)
• Sales & Coordination (including budgeting, sourcing, negotiating and liaising with venues and trainers - Domestic & International)
• Front End Systems Administrator for Dynamics CRM responsible for reporting, dashboards, resource planning, forecasting and board reporting.
• All client management including sales, complaint handling and retention

*Contract

• Performed event coordination for larger parties and gatherings.
• Hired, trained and supervised volunteers and support staff required for events.
• Developed post-event reports to determine effectiveness of each event.
• Created and maintained event expenditures, budgets and timelines in job-related software. (infusionsoft)
• Coordinated schedules and timelines for events.
• Managed event logistics and operations including budgeting, venue negotiations (including international)
• Brainstormed and implemented creative event concepts and themes.
• Managed administrative logistics of events planning, event booking, and event promotions.
• Planning and producing agendas and run sheets for all workers
• All sales, refunds and client management
• Speaker organisation and management
• Interstate and overseas (UK) travel to manage events

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Upselling Members to appropriate courses
• Sought ways to improve processes and services provided.