Jeanne Burnet
Senior Technology Leader
Franklin,TN
Summary
Dedicated technology professional with exceptional leadership and customer relationship management skills. Eager to contribute to team success through fun, hard work, attention to detail and excellent organizational skills. Forward thinking and adaptable to dynamic business needs. Recognized consistently for performance excellence and contributions to success.
Overview
38
38
years of professional experience
5
5
Certifications
Work History
Professional Services Engineer
NICE InContact
03.2021 - Current
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
- Prepared and presented technical requirements to stakeholders, ensuring clear understanding of project solution and goals.
- Implemented contact center solutions, including voice, email, chat, SMS, and social media. Integrated NICE products with customer relationship management solutions such as Salesforce and ServiceNow.
Telecom Manager
LifeWay Christian Resources
01.2016 - 06.2020
- Managed and administered Cisco hosted and Broadsoft cloud telecommunications strategy for 1100 corporate knowledge workers, 20 contact centers and 172 retail stores.
- Collaborated with internal and external partners and vendors on a monthly and quarterly basis to build relationships and corporate strategy and encourage best-practices based on industry trends.
- Communicated with executive leadership teams to present and discuss customer service key performance indicators (KPI's).
- Negotiated master equipment and carrier contracts to maintain budget guidelines for corporate office and retail stores.
- Provided day-to-day design and administrative support for hosted Cisco Contact Center Enterprise and Broadsoft cloud telecom solutions.
Telecom Applications Engineer
LifeWay Christian Resources
11.2005 - 01.2016
- Installed, maintained and administered telecom, voicemail, contact center voice-chat-email, voice response, recording, workforce management and billing systems and analyzed users needs.
- Prepared RFP questions and evaluated RFP responses.
- Monitored contact center service workflow and quality to support customer loyalty.
- Accurately documented user support activities, such as system problems, corrective actions and resolution status.
- Communicated with internal partners quarterly to assist with product adoption, best practices and utilization to promote customer success.
- Conducted review of external business partner relationships to assess improvement and opportunities strategies and formulate partner engagement plans.
Customer Success Manager/Sales Engineer/Designer
ATS Telephone & Data Systems/Black Box
10.1986 - 11.2005
- Performed telecom system engineering, design and training.
- Coordinated and performed telecom system design and training on 15,000 stations for University of Tennessee, Knoxville.
- Coordinated and performed telecom system design and training on 1100 stations for LifeWay Christian Resources, Nashville.
- Provided technical troubleshooting and problem solving for business partners/customers.
- Delivered technical sales presentations and presented benefits and value.
- Liaised between account holders and various departments, communicating effectively to maintain customer satisfaction.
- Designed and delivered product training for business partners/customers.
- Two-time Presidents Club winner for exceeding 100% sales performance objectives.
- Developed and implemented plans for all opportunities within assigned key accounts.
- Grew customer base by identifying needs for relevant product solutions to fit client budgets and schedules.
- Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities.
Education
Associate of Arts - Business
Northwest Mississippi Community College
Southaven, MSBachelor of Arts - Management Information Systems
Middle Tennessee State University
Murfreesboro, TNMaster of Arts - Telecommunications
Christian Brothers University
Memphis, TN 05.2001 -
Skills
Customer Success
Strategic Communications
Critical Thinking
Project Coordination
Detail Oriented
Certification
Administering Cisco Unified Intelligence Center
Timeline
Professional Services Engineer
NICE InContact
03.2021 - Current
NICE CXone Contact Center
03-2021
Administering Cisco Unified Contact Center Enterprise with CVP
10-2017
Administering Cisco Unified Intelligence Center
09-2017
Administering Cisco Unified Communications Manager and Unity Connection
09-2017
Cisco Contact Center Enterprise
09-2017
Telecom Manager
LifeWay Christian Resources
01.2016 - 06.2020
Telecom Applications Engineer
LifeWay Christian Resources
11.2005 - 01.2016
Master of Arts - Telecommunications
Christian Brothers University
05.2001 -
Customer Success Manager/Sales Engineer/Designer
ATS Telephone & Data Systems/Black Box
10.1986 - 11.2005
Associate of Arts - Business
Northwest Mississippi Community College
Bachelor of Arts - Management Information Systems
Middle Tennessee State University
Similar Profiles
Branson McKellBranson McKell
Sales Development Team Lead at NICE InContactSales Development Team Lead at NICE InContact
Ekta JawarkarEkta Jawarkar
Senior Automation Engineer at NICE InContactSenior Automation Engineer at NICE InContact
Pooja EndapallyPooja Endapally
Senior Program Manager at NICE inContactSenior Program Manager at NICE inContact