Data Entry Clerk

Wendy Burtnick

cell phone: 443-***-**** email: *************@*****.***

With a strong background in customer service and sales, my career has been built around creating meaningful relationships and delivering results through empathy, communication, and collaboration. My experience managing teams, driving revenue, and resolving client challenges has helped shape my approach to Customer Success Management. I operate with a customer-centric philosophy, pairing strategic thinking with a proactive service approach—believing true success is achieved when the customer wins. KEY SKILL AREAS

● Relationship Management

● Business Development

● Pipeline Management

● Account Management

● Customer Journey Mapping

● Training and Mentorship

● Process Improvement

● Data Visualization / Metrics Reporting

PROFESSIONAL EXPERIENCE

Primerica Financial Services

September 2022 - Present: Regional Vice President

Shipt

● Serve as a customer-focused leader, consistently turning prospects into long-term, satisfied clients through exceptional service and personalized solutions, resulting in constantly ranking as a Top 20 team:

Fostered a collaborative, high-performing team culture that enhanced productivity and cohesion, resulting in nearly a 150% increase in target attainment year-over-year;

Lead direct sales initiatives while managing customer relationships to enhance financial wellness through effective cross-selling and upselling strategies; a 131% increase over fiscal year;

Demonstrated strong organizational and time management abilities by managing a multi-tiered team structure, including 8 direct reports and approximately 70 indirect reports, ensuring timely completion of tasks and projects

● Deliver comprehensive training and incentive programs to drive team engagement and success:

Speaker and panelist at regional and corporate educational and motivational events;

Provide mentorship to emerging talent across departments, fostering leadership and cross-functional collaboration;

Collaborate closely with other Regional Vice Presidents and the National Sales Director to design and execute high-impact team training initiatives and tiered incentive programs, driving conversion of targeted prospects;

● Manage the end-to-end customer journey to ensure a consistent, value-driven experience across all touchpoints:

Streamlined internal workflows and enhanced service processes to improve client satisfaction, incorporating quality assurance initiatives, care calls, and incentive-based engagement strategies

Address customer inquiries and concerns with urgency and empathy, ensuring high satisfaction and retention rates;

Maintained organized, real-time pipeline and engagement reporting to monitor sales activity and client behavior, including Quality of Business (QBI) metrics such as Persistency and Taken Rate, with actionable insights for continuous improvement.

● Delivered high-quality, personalized customer service by accurately fulfilling orders and responding to customer preferences and feedback in real time.

● Built trust and maintained positive customer relationships through clear communication, reliability, and attention to detail.

● Handled time-sensitive requests and resolved issues quickly to ensure a seamless customer experience. March 2019- September 2022

WENDY BURTNICK

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Pipeline Consulting, LLC

July 2017 - March 2019: Executive Recruiter

● Identified and engaged top-tier candidates across the healthcare communications and marketing industry using a strategic, multi-channel sourcing approach.

● Assessed candidate qualifications, cultural alignment, and long-term compatibility to ensure successful placements and client satisfaction.

● Built and nurtured strong, trust-based relationships with clients by consistently delivering tailored solutions and maintaining open lines of communication.

● Developed high-quality lead pipelines through continuous market research to stay ahead of industry trends. Klappenberger & Sons, LLC

March 2012 – April 2017: President

● Oversaw daily operations and supported the business owner in managing workflows to ensure efficiency and service quality across all departments.

Hired, trained, and led a team of 25, fostering a collaborative environment focused on client satisfaction and performance;

Developed and implemented operational policies and procedures that improved service delivery and team productivity;

Strategically adjusted scheduling to accommodate weather-related changes, minimizing disruption and maximizing client satisfaction.

● Maintained strong relationships between clients and staff, proactively resolving issues to ensure a positive experience and high retention.

● Increased sales and profit margins through process improvements and consistent customer engagement. Kay Jewelers

June 2002 – March 2012: Office Manager

● Streamlined administrative and procedural workflows to improve operational accuracy, efficiency, and customer service outcomes.

● Managed high-volume incoming and outgoing communications, ensuring timely and effective resolution of client inquiries.

● Standardized and optimized filing systems and customer database protocols to enhance team productivity and data accessibility.

● Maintained thorough knowledge of store policies and procedures to effectively support customers with payments, returns, and exchanges.

● Trained and onboarded new employees, reinforcing best practices in customer engagement and store operations.

● Organized and supervised daily and quarterly inventory processes to ensure accuracy and compliance. CERTIFICATIONS, TECHNICAL EXPERTISE, AWARDS

Certifications/Degree

● Life Insurance, 2022

● SIE, Series 6, Series 63, 2023

● B.S. in Marketing with a Minor in Business Law, Penn State University, 1993 Technical Expertise

● Pega Platform

● Salesforce

● POS systems

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Awards:

● 2024, #4 Base Shop Recruits

● 2023, Top 10 Team Premium

● 2023, #4 Personal Recruits

● 2023, Top #30 New Regional Vice Presidents (Sales and Recruits)

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