Michelle Cullen

• Coordinate team activities, and delegate tasks to ensure efficient completion of workflow.
• Collaboration with the NDIA Partner Performance Team.
• Develop strategies for improving outcomes for the people whom the LAC team supports.
• Management of ten staff members.
• Quality review of team members' workflow.
• Implementation of a new CRM system developed specifically for the NDIS.
• Management of transitioning to the national rollout of the new customer relationship management system.
• Management of key stakeholder relationships for the Sydney District with NSW Health | Sydney Local Health District.
• Development and implementation of satellite offices within the Local Government Areas where the Sydney District operates.
• Management of data for the team.
• Management of feedback and complaints for the team.
• Immediate responses to requests for actions.
• Risk mitigation, responding to critical incidents, and reporting.
• Enforcing KPIs through data capture for individuals under a program-wide strategy, identifying strengths and areas for improvement.
• Leading well-being activities.
• Educating the team and wider communities on the NDIS.
• Development of presentations and resources for the LAC program's use.
• Acting opportunities include the District Manager role and Team Leader for the Innovation and Compliance team.
• Support for diverse members of the LAC program, including people with disabilities, people from CALD backgrounds, and First Nations individuals.

Key Achievements:

• Successfully highlighting the value that my leadership brings to individual team members.
• Being given the opportunity to strengthen my leadership skills in the district manager role.

• Supporting people with disability and their informal supports to access the NDIS.
• Facilitating planning meetings with people with disability and other key stakeholders by conducting planning meetings with accessible options.
• Development of draft participant support plans based on individual needs and NDIS reasonable and necessary criteria.
• Support participants of the NDIS to monitor plan expenditure and minimise overutilisation.
• Support individuals with understanding their plan funding, and connecting with services and supports through the NDIS support plan.
• Assist individuals and their families to access information on the NDIS.
• Develop knowledge of wider community connections to reinforce positive, natural supports for individuals.
• Connection and relationship management with NDIS delegates.
• Provide guidance and information to people with disability to access the supports that meet their daily needs, and aid them in achieving their goals.
• Develop and implement strategies to ensure successful integration of new team members into the organisation.
• Successfully managed my own workflow according to the set-out KPIs, and provided support to others for their benefit in achieving KPIs.

Key Achievements:

• Being a subject matter expert and training the LAC program on best practices for home and living supports.
• Implementing the first round of the LAC Guide role within the program, and successfully training new employees in the program.

• Supporting people with disability and their informal supports to access the NDIS.
• Facilitating planning meetings with people with disability and other key stakeholders by conducting planning meetings with accessible options.
• Development of draft participant support plans based on individual needs and NDIS reasonable and necessary criteria.
• Support participants of the NDIS to monitor plan expenditure and minimise overutilisation.
• Support individuals with understanding their plan funding, and connecting with services and supports through the NDIS support plan.
• Assist individuals and their families to access information on the NDIS.
• Develop knowledge of wider community connections to reinforce positive, natural supports for individuals.
• Connection and relationship management with NDIS delegates.
• Provide guidance and information to people with disability to access the supports that meet their daily needs, and aid them in achieving their goals.
• Develop and implement strategies to ensure successful integration of new team members into the organisation.
• Successfully managed my own workflow according to the set-out KPIs, and provided support to others for their benefit in achieving KPIs.

Key Achievements:

• LAC Champion Program - Championing acquired brain injury and professional development through attendance at workshops and conferences.
• Training and development through the facilitation of a local, office-based program known as Hour of Power.

• Board report preparation and collation.
• Recording and drawing on raw data for reporting.
• Organising travel for committee members.
• Fortnightly reporting on statement and invoice handling with the accounts team.
• Assistance with the development and production of events, and event time management.

Key Achievements:

• CEO invitation to attend the board meeting. This cemented my overall understanding of Flourish Australia as a non-government organization, and the importance of the mental health services the organisation provides.

• Research and new business development.
• Direct client management and communication - nationally and internationally.
• Agency management and communication.
• 85% face-to-face client meetings and onsite presentations – closing sales.
• Evaluations of client needs and propositions.
• Developing new advertising opportunities for clients and advertising agencies.
• Business management and organisational management.
• Monitor and evaluate freelance opportunities.
• Adapting and creating new positions within the organisation as technological advancements changed publishing.
• Performance management with the introduction of performance and budget-based KPIs.
• Monthly operational reporting to the publisher.
• Department management of sales, editorial, production/design, and admin teams.
• Working strategically with the teams to reach and exceed their goals.
• Development of editorial concepts with the editorial team, including the presentation of multiple feature lists based on calendar year's deployment for 2x monthly publications.
• Creation and management of deadlines.
• Management of business partnerships, exhibitions, and marketing opportunities.

Key Achievements:

• Developing and introducing expectations and KPIs with the sales team.
• Introduction of policy management and new procedures across the business through the engagement of an advisor.
• Overachieving sales targets through the development of trusted relationships with market stakeholders.

I built a successful media career, which eventually spanned 17 years. I worked in three different specialised business-to-business publishing houses; building on my skills and knowledge from managing subscriptions, supporting editorial, and then finally thriving in account management > media advertising.

From settling in and championing advertising, I developed my skills and formalised my skills through professional training in management, and pursued career progression opportunities to become a National Sales Manager, responsible for the management of an Advertising Account Management team across multiple publications and electronic news sources.