Jeannette Marie Burns

• Performance Achievement: Consistently met or exceeded performance targets.
• Adaptability: Demonstrated exceptional adaptability in navigating complex situations and rapidly changing environments with ease.
• Employee Engagement: Cultivated positive rapport with fellow employees, boosting company morale and promoting employee retention.
• Work Environment: Established a positive work environment through open communication, teamwork, and employee recognition initiatives.
• Client Relations: Developed strong relationships with clients by prioritizing communication and understanding their unique needs.
• Performance Analysis: Analyzed key performance metrics to identify areas for improvement and implemented targeted action plans.
• Issue Resolution: Cultivated and strengthened lasting client relationships with strong issue resolution and dynamic communication skills.
• Awards: Recognized as Senior Manager of the Month (March 2024) and Senior Manager of the Quarter (Q2 2024).

• Operational Oversight: Lead and manage the daily operations of multiple sales programs, ensuring the delivery of client KPIs, sales targets, and overall performance metrics.
• Client Engagement: Maintain proactive and regular communication with key client contacts, ensuring alignment with client expectations and addressing any concerns through Monthly, Quarterly, and Annual Business Reviews.
• Performance Management: Motivate and manage Operations Managers to achieve business targets and execute performance management strategies that drive results.
• Communication and Engagement: Develop and execute a comprehensive Communication and Engagement model to ensure teams are aligned with business performance and understand their role in achieving objectives.
• Best Practices Implementation: Continuously identify and integrate operational best practices, enhancing efficiency and service quality through collaboration with the broader team.
• Opportunity Identification: Identify and highlight opportunities for service and process improvements, leveraging program data to assess health and growth potential.
• Stakeholder Collaboration: Proactively collaborate with internal and external stakeholders, aligning client business goals with company operations to ensure mutual success.

Achievements:

• Strategic Leadership: Successfully managed and led financial performance, staffing, and development for major clients including Bank of America, Synchrony Financial - Payment Solutions, Verizon Wireless, WeWork, and Genesys.
• Sales Excellence: Recognized as Sales Manager of the Quarter for Q1 and Q2 2022, reflecting exceptional performance and leadership in driving sales growth and customer acquisition.
• Client Success: Aligned client expectations with company objectives, ensuring optimal program performance and achieving high levels of client satisfaction.

Skills and Expertise:

• Operational Performance: Proven ability to drive operational excellence, manage performance metrics, and exceed targets.
• Client Relationship Management: Expertise in building and maintaining strong client relationships through effective communication and strategic alignment.
• Team Leadership: Skilled in recruiting, coaching, and managing Operations Managers to deliver on business objectives.
• Strategic Planning: Adept at strategic planning, development, and execution to optimize sales performance and client satisfaction.

• Contact Center Leadership: Managed and led operations for contact centers across Florida, Georgia, and New York, overseeing a team of 8 managers and over 200 staff members.
• Training and Development: Directed the Contact Center training department, ensuring effective onboarding and continuous development of team members.
• Financial Collaboration: Partnered with the Finance Department and CFO to manage monthly labor forecasting, budgeting, and sales objectives.
• Sales Strategy: Collaborated with the Marketing Department to develop and implement sales strategies, driving growth in Retail, Wholesale, Domestic, International, and House account targets.
• Human Resources Partnership: Worked with HR on developing role profiles, job descriptions, recruiting, interviewing, and hiring for Contact Center Sales and Service roles.
• Staffing and Forecasting: Created and executed staffing plans based on historical and projected volume, managing short- and long-term labor requirements for omnichannel operations, including voice, chat, email, and in-person interactions.
• Acquisition Integration: Led the creation and implementation of operational requirements for contact center acquisitions, including conducting onsite assessments and establishing CX and EX processes for transitional periods.
• Performance Analysis: Analyzed performance results and developed strategies to address upcoming organizational needs, ensuring proactive adjustments.
• Operational Efficiency: Ensured departmental operations adhered to company policies and procedures, driving efficiency and compliance.
• Technology Upgrades: Managed the upgrade of contact center systems and technology solutions to enhance operational capabilities.
• Team Leadership: Utilized negotiation, teamwork, collaboration, and motivational skills to guide individuals toward achieving goals, fostering a culture of accountability with clear objectives, regular follow-up, and variance tracking.
• Employee Development: Trained, developed, and managed the performance of direct reports, providing coaching and counseling, and planning and assigning work in accordance with organizational policies and legal requirements.
• Performance Metrics: Established and consistently exceeded Sales and Service Key Performance Metrics, ensuring high standards of Quality, Compliance, and Consistency across all departments.

• Operational Leadership: Managed daily operations for 4 managers and over 100 contact center employees, overseeing scheduling, performance, and development.
• Performance Management: Monitored and coached front-line managers and agents, providing feedback, training, and disciplinary actions as needed. Celebrated successes to motivate the team.
• Support and Instruction: Acted as a key information source, handling agent questions, escalations, and task assignments. Provided clear instructions and follow-ups.
• Training Development: Developed and implemented new hire training procedures to enhance staff efficiency. Managed all aspects of new hire and ongoing training programs.
• Performance Evaluation: Conducted performance measurements and evaluations to assess team and operational effectiveness. Implemented strategies for continuous improvement.
• Compliance and Policies: Ensured adherence to organizational policies and procedures, maintaining high standards of compliance.
• Staff Development: Directed staffing, training, and performance evaluations, focusing on improving cross-selling techniques and product knowledge.