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Meet Molly Sullivan: Client Experience Manager

Updated: Nov 13, 2023

Molly Sullivan

Client Experience Manager

Molly, a George Mason University alumna with a degree in Events and Hospitality, navigated a challenging journey post-graduation. The events industry, once her aspiration, faced turbulence with the arrival of Covid-19. Amid this upheaval, she pivoted towards the online world, driven by a quest to forge her path. Encouraged by virtual assistant coaches, she embarked on the daunting yet exciting path of establishing her own business.

Her resilience and dedication to this newfound venture led her to the Virtual Assistants Brunch, an initiative that resonated deeply. Molly's tie to Orlando, rooted in familial connections and a potential relocation, fueled her eagerness to join this community.

Currently residing in Virginia, she's been a pillar of support for her family following her father's recent passing, sparking a shift in perspective towards the appeal of an online career. Embracing the flexibility and freedom it offers, she envisions transcending the traditional 9-5 routine and seizing more control over her professional journey.

Through her virtual assistant role, Molly has found a renewed joy in networking and forming connections. Her aspirations include transitioning to a full-time online career by March 2021, aiming not just for success but to deliver exceptional service to her clientele. Her goal encompasses not only establishing her unique skill set but also immersing herself in a fulfilling and impactful career path, one that transcends the conventional boundaries of a traditional job.


Today we’d like to introduce you to Molly.

What is your full name?

Molly Sullivan

Where are you located? (City and State)

Fairfax, Virginia

What do you currently do and who do you serve?

I am a Customer Success and Community Manager who works with 6 figure coaches that care about their client experience. Think about the phrase "people over profit!"

What did you do before you started your own business?

I was an event planner with the Consumer Technology Association. I am currently still part of the industry as the Social Events Manager for Unbullieveble Events located in the DMV area.

Share 3-4 fun facts about you that people don't know

  1. I was adopted from China as a baby.

  2. I worked at Walt Disney World and created many magical moments for guests, received multiple Four Keys Cards or job appreciation certificates, and completed Disney Courses in Leadership, Hospitality, Quality Service, and more.

  3. Lastly, during my senior year of high school I was voted The MVP for Show Choir and selected for the Choral Director Award. I was dedicated to The Choral Department for four years and I was absolutely touched when I received these awards.

What made you finally start your own business?

There are several reasons I decided to start my own business. One reason is because Covid heavily impacted the Events Industry. As a result, many employees were laid off and could not find other jobs. I decided to use my extra free time to try something new and become an entrepreneur! I was very eager to learn new things and gain experience. I thought the quickest way to do this would be to take matters into my own hands and forge my own path!

What was the FIRST step you took to launch your business?

When I first discovered the online world, I was still working my 9-5 job. I started developing my business one piece at a time starting with my company name, brand colors, and logo. This allowed me to begin marketing and making myself known to others.

What were some challenges you faced in your business?

Some challenges I have faced in my business included narrowing down my services, selecting a niche industry, and having my business get scammed. There were many tasks I was interested in working on and I could not decide on one service I wanted to offer my clients. I was interested in many things and wanted to help everyone! As for the scam, I applied to work with a new client as an administrative assistant and found out too late I had been deceived. I was out $2000 and almost lost another $ that time I currently did not have any paying clients and a majority of my savings had been cleaned out after the incident and paying the bills. I learned a lot about maintaining work boundaries and to take extra care when onboarding new clients.

How was the transition from (employee) to (boss)?

The transition from employee to boss is not easy, when you have your own business there are a lot of aspects you have to take on. However, I have found writing out my to-do list from low to high priority and using strategies like the Pomodoro Method have helped me with staying on task. Since starting my business in October 2020, I have faced other challenges such as losing my father to cancer and almost losing my mother to cancer as well. It has been a wild ride. However, when things get tough I try to remember why I wanted to start my business. This motivation has helped to propel me forward and to keep on working on my business. Each day I learn something new and I have not looked back. I love what I do!

What is your favorite productivity tool or hack?

The Content Collective created by Serve and Scale (Chelsea Winstead and Hollie Clarke.) The Content Collective is perfect for those who struggle with creating daily social media posts and want new templates and prompts. There are also other great bonuses such as Canva tutorials, a private Facebook group, industry hashtags, and more! Use my referral link here to try it out and get your first week for $1!

What do you think is the biggest challenge most business owners face?

I think one of the biggest challenges business owners face is finding new clients. You need clients so your business thrives and you can continue to evolve, but have you thought about how you will retain those repeat customers? Keep reading on to hear how I can help you generate more leads, money, and save time by improving your client experience, building brand loyalty, and retaining your customers!

As an entrepreneur, how do you help women in general when it comes to getting their life and/or business in order?

I help 6 figure coaches create a unique and luxury client experience that stands apart from their competitors and builds brand loyalty. This includes revamping your client experience, implementing new processes, and building a community. By strengthening these areas, I will help you improve your client retention rate. As a business, we are humans first and should be treated as so. When you give people a memorable experience, they will continue to come back and recommend you to their friends. Statistically, it is more efficient to maintain your clients instead of searching for new ones everyday. According to Forbes, it can cost up to five times more to find new clients due to marketing costs and other expenses!

What is the big vision for your business?

My vision for my business is to achieve my dream of helping business owners understand the importance of customer experience, implement new processes, and watch them reach new milestones. I have worked in customer service for 7+ years and loved every minute of it. My favorite part has always been helping others and creating happiness. Through this prior experience and my love for creating magical memories at Walt Disney World, I strive to bring this passion as I help propel your business forward! Btw, be on the lookout for my service guide with details about working with me! This service guide will be available in my Instagram bio soon!

What do you do when you're not working? How do you like to relax?

I like to attend dance classes, hangout with my dogs, or explore new restaurants and events with friends. I am currently taking a Sensual Heels class and I love it! It's so empowering and everyone is super supportive. I have also been on a crazy boba kick and found a nearby restaurant that serves goat cheese and prosciutto pizza, it's incredible!

Any brunch spots in your city worth mentioning/your favorite spot?

If you visit Washington DC, I recommend going to Honey Tupelo! Their brunch selection is amazing! I love their honey dusted fried chicken or chicken and biscuits dish! For brunch cocktails, the vodka lavender lemonade is my favorite.

Phone: 703-253-8140

How can we connect with you?

Have questions or would like to connect? Already have a thriving business and want to add some extra confetti to your client experience? Contact me so we can chat today.


Image Credits:

Molly Sullivan

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