Tom Sullivan

Key Highlights: - Human Capital Strategy & Digital Transformation - Workforce Analytics & Modeling - Integrated Talent Management - Human Resources Information Systems - Human Resources Shared Solutions

Key Highlights: - Agile Workforce & Workflow - Talent Learning Program Management - Intake Design & Prioritization Model

Key Highlights: - Instructional Design Leadership - Content Delivery Leadership - Integrated Talent Management Additional Insights: Led the end-to-end learning organization for Customer Service that encompassed client intake, instructional design (continued education & new hire experience), training delivery and performance support tools & applications; served as the primary learning lead for AT&T merger related activities Developed and implemented a productivity model for the entire learning organization that aligned & aggregated agent performance measurements, as well as behavioral & root cause indices into performance views for trainers, instructional designers, performance coaches and management to proactively drive improvement within the learning ecosystem ­Instituted a continuous improvement mindset based upon the productivity model mentioned above, that drove double-digit increases in agent proficiency within early-life (<60 days) for both internal and external call centers, generating ~$10m in performance improvement over a 3 year window; in addition to performance gains, team engagement measured via Towers Watson, exceeded the high performing norm and represented one of the highest engaged teams within Customer Care

Key Highlights & Additional Insights outlined above within AT&T description

Key Highlights: - Employee Productivity Models - Employee Engagement Predictive Analytics - Employee Lifetime Value Additional Insights: ­ Led the development of a predictive model to align the employee experience, job experience and work knowledge to front-line productivity; model leveraged as a human capital capstone initiative in support of the global Human Resource Evidence Based Exchange sponsored through i4cp (Institute for Corporate Productivity) Evolved the workforce analytics framework for Human Resources through centers of excellence and client dashboards, and an overall HR Performance Scorecard; designed the framework for a centralized data warehouse to provide employee performance data, and financial insights for sales and care channels, broadening the ability to perform workforce analytics ­ Collaborated with Consumer Retail, Customer Management, Network Operations, and Business Sales to analyze the relationship between hiring, training, coaching, performance management, employee satisfaction, commitment, retention, and performance

Key Highlights: - Service Delivery Model - Knowledge Management Patent - Process Optimization Additional Insights: Led process design & development for the entire customer service organization focused on Billing, Account Management, Customer Loyalty, Product, Sales, Device Management & Technical Support Led the strategic direction, tactical execution and change management plan for the evolution in knowledge management within Customer Care; the platform served as the foundation for new hire training and enabled performance management within production; solution increased Issue Resolution and First Call Resolution while reducing Average Handle Time and Transfers across 16,000 agents representing multiple functional workgroups (Patent Received) Provided strategic direction for process optimization efforts within the Core Process team, encompassing increased tool utilization, performance support within production, and change management efforts that led to an overall reduction of 1.2 million transfers within Customer Care and served as the business case for an event based service model that further reduced transfers, adjacent calls and repeat interactions present within the business by 25% Developed the Process Dashboard, which served as the measurement system supporting process performance and root cause analysis in relation to defects/waste; in addition to enabling prioritization of improvement initiatives, the dashboard provided a 360 degree view into the effectiveness of optimization efforts

Key Highlights: - Process Design for Performance Support - Service Lean Operating Model - Performance Management Patent Additional Insights: Introduced the Lean operating Model into Customer Care which served as a scalable approach to site assessment in relation to operational efficiencies and lean thinking in order to create a coaching centric environment; model introduced behavior-based analysis in relation to key performance indicators that led to improved performance within all relevant site metrics Developed performance management tool that integrated behavior-based assessment and trending, call center operational processes/metrics, and performance management; concept ultimately facilitated future requirements for the enterprise performance management solution (Patent Received)

Key Highlights: - Corporate Quality Leadership - Corporate Quality Training Program Additional Insights: ­Team Lead for numerous improvement efforts aimed at reducing waste and improving customer satisfaction across a diverse set of organizations including, Customer Care, Network, Commissions, Finance Shared Services, IT Help Desk, Human Resources, Training and Knowledge Management ­ Team Lead responsible for strategy and implementation of enterprise training program for quality, knowledge management infrastructure, and key business tools in support of industry leading concepts in relation to Lean Six Sigma, Enterprise Architecture, Work-Out and Change Management