Vice President Operations & Customer Service
Resume:
Justin Burns, MBA
San Diego, CA
******@***********.***
PROFESSIONAL SUMMARY
Servant-leader with 15+ years of global customer service, operational improvement and delivery management experience. Demonstrated diverse capabilities in project management, solution roadmaps, and cross-departmental collaboration.
EXPERIENCE
Vice President Operations ReverseVision/Constellation Mortgage
7/20 - 12/22
Brought in to address operational shortfalls in overall execution, accountability, culture, quality, marketplace credibility, costs, and deliverables.
Scaled SaaS customer success organization and ensured high availability of software product platform to users.
Revitalized flagging customer service and technical support teams with team building, tailored coaching, and process improvement to increase organizational effectiveness and retain top-tier talent with an >90% retention record.
Designed customer success methods that enabled sales partners to exceed sales targets for 7 consecutive years with Customer Effort Score (CES 2.0) benchmarking, adherence to aggressive KPI targets, and cross-functional team leadership.
Maximized people investment with collaborative troubleshooting techniques, project management rigor, continuous training, solution ideation, and cross-departmental partnership, resulting in resolution time reductions averaging over 65%.
Built and refined efficiencies through the introduction and oversight of Customer Relationship Management (CRM) solutions, backlog grooming via Scrum framework, data-driven goals, and transparent change management directives.
Led service excellence, quality, training, and recruiting with team for technical support, document services, API development, and IT administration.
Initiated structured SOWs and top-down approval controls (change management).
Established and communicated policies to promote company culture and vision and build consensus.
Maintained system security and privacy data consistent with regulations and best practices.
Coordinated product releases and updates with development team.
Planned and executed capacity growth to match changes in installation base and business.
Set comprehensive goals for performance and growth and calibrated strategies as conditions changed.
Streamlined operations to save the organization >$25,000 via new products and processes.
Championed processes and guided activities for infrastructure, help desk, and networking (global WAN).
IT Service Delivery Manager San Diego County Credit Union
5/19-6/20
Oversaw all areas of Service Delivery, Project Management, Escalation Support, Provisioning, and Access Control for the organization with 15 technicians.
Built and maintained a cohesive team culture with a high level of team loyalty, focused on core business goals, objectives, and key performance indicators (KPIs).
Led staffing and financial aspects of service delivery, operational management, and project management in Azure for highly regulated financial institution carrying $8.8 billion in assets.
Tested and deployed Windows 10, Windows Server 2019, and M365 through project planning and management for strict compliance.
Implemented quality measurement and generated buy-in, with clear delivery metrics, scorecards, and KPIs for projects in Azure and service tickets in ManageEngine.
Established benchmarks and ensured internal and external solution providers committed to and met service levels that met the business needs of the credit union.
Reduced existing logjam of 837 aging cases to daily average of 35 open cases for 1,000+ employees in five months through high-touch, daily follow-up and backlog grooming.
Conquered complexity using collaborative Agile project management model.
Designed and tested Business Continuance/Disaster Recovery measures for cross-functional departments, with annual testing to vet the delivery of services.
Developed operative partnerships with internal customers and vendors, ensuring efficient, cost-effective solutions for front line branch personnel and support staff in operations.
Slashed hold times from 80% answered in 4 hours down to less than two minutes ATA by creating efficient call workflow and skill-based routing.
Designed ITIL Service Desk, Configuration Management, and VDI teams with ITSM priorities. Developed customer self-help tools and online support with enterprise business team to avoid channel jumping and repeated requests, which impacted customer loyalty significantly.
Director, IT Operations Alliant International University
7/17-2/19
Provided leadership to increase efficiency, improve customer service, and develop staff.
Improved retention using reduced customer effort initiatives and actionable feedback surveys.
Managed programs and teams to develop higher education public policy, perform advocacy, negotiate contracts, research improvements, and develop educational leadership.
Oversaw efficient and effective operations of Admissions, Marketing, and IT, analyzing and solving business and technical challenges.
Improved lead management cycle of prospective students through Five9 IVR overhaul.
Increased efficiencies of call center activities and service levels with data analysis.
Introduced IT change control and project management for Admissions and Marketing.
Created and improved Admissions training, process documentation, dashboards, and reports for Student Information Systems, Salesforce, and DocuSign.
Raised CSAT 26% and reduced daily aging ticket queue by 87% through SLA reporting, efficient assignment, and coaching.
Streamlined Admissions process for prospects via telephone and interactive voice response process, improving efficiency and reliability via Five9 and Salesforce integration.
Increased engagement, reduced lead time for prospects, and streamlined onboarding process through more efficient allocation of IT resources to support clients and partners.
Championed new knowledge management initiative to improve knowledge base, and new hire training to improve customer experience (including next issue resolution) and loyalty.
Director, Technical Assistance Center Mitchell International
6/14-4/17
Oversaw all areas of Technical Service Center, consisting of 157 agents.
Slashed hold times from 80% answered in 4 hours down to less than two minutes ATA by creating efficient call workflow and skill-based routing.
Created and managed fee-based Premier Support to provide concierge-level support by top technicians to key customers for a nominal percentage of annual spend.
Spearheaded CSAT survey process and rewards, wherein team improved Customer Effort Score (CES) to 92%, Case Resolution (CR) to 94%, and Net Promoter Score (NPS) to 54, through quality review, mentorship, and knowledge management.
Reduced cost per case by 10% over first 12 months through targeted training, “kaizen” mentorship program for subject matter experts, Agile Scrum framework for support, and agent recognition.
Director, Technical Services and Operations Pointivity Cloud Solutions
10/13-4/14
Sourced and developed 16-engineer team for high-availability IaaS delivery to clients in North and South America.
Increased customer loyalty by introducing change management and service metrics to ensure adherence to promised published services levels.
Managed all client relations and projects for complex customer enterprise environments.
Standardized all network, systems, and infrastructure documentation and reports for clients.
Provided leadership direction for projects, deliverables, and daily operations delivering Citrix XenApp/XenDesktop, SQL, SharePoint, AWS, Azure, and Hosted Exchange.
Streamlined deployment, monitoring, and maintenance of data centers, networks, and hardware running Windows, Linux, Nimble SAN, HyperV, Cisco UCS, and NetScaler.
Increased customer touch, built upon ITSM framework focused on continuous improvement, and led team to reduce backlog of service requests/ projects by 82%.
Eliminated unplanned outages by 39%, by instituting clearly communicated maintenance schedules for network and systems equipment, resulting in 99.999% availability.
Senior Manager, Business Technology Services Jack in the Box, Inc.
3/05-10/13
Provided strategic direction and leadership to 17-person team supporting 40,000 endpoints (1800 corporate employees and 3200 restaurant sites).
Carved $180,000 in recurring annual G&A through efficiencies and controlled growth of business technology team to 12% as company staff grew at rate of 40% over eight years.
Managed large project teams across functional departments to deliver solutions on time and within budget limits using Software Development Life Cycle methodology and coaching.
Reduced spend for multimillion dollar hardware and software budgets below target by 7%.
Developed and deployed BYOD strategy for personal devices, tablets, and smartphones.
Researched and integrated new technologies for collaboration and process improvement.
EDUCATION
MBA, IT Business Management
University of Phoenix, Phoenix, AZ
GPA: 3.94. Delta Mu Delta, Lambda Sigma Chapter, International Business Honor Society
TECHNOLOGY & AFFILIATIONS
Windows, Office, M365, Power BI, Excel, Word, Visio, PowerPoint, Teams, Azure, Active Directory, SharePoint, ITIL, AWS, Scrum, BigFix, Symantec Altiris, Salesforce, Five9, InContact, Remedy, JIRA, Egnyte, HubSpot, ServiceNow, Nimble Storage, Zendesk, ManageEngine, American Mensa, Citrix UG, Help Desk Institute, Toastmasters
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