Product Manager CRM, Training & Audit Leadership

JIMI BURNETT

Rockwall, Texas 214-***-**** ***********@*****.*** www.linkedin.com/in/jimi-burnett SUMMARY

A dynamic and results-driven product manager with strong experience in CRM management, workflow optimization, issue resolution, and program management. Proven ability to lead business transitions and system enhancements, ensuring seamless operational shifts. Expertise in audit management and reporting, driving data integrity improvements and streamlined processes. Demonstrates broad-based skill set in graphic design collaboration, branding, and certification design, enhancing both customer experience and employee engagement.

Graphic Design Collaboration Certification Design Technical Issue Resolution System Enhancement Audit Management Curriculum Design Business Transition Support Branding Reporting EXPERIENCE

JLL Dallas, Texas

Manager, Product Specialist 2024-2025

Directed daily CRM support operations for a team of apprentices, overseeing workflow prioritization and ticket resolution.

Designed and launched comprehensive 12-month training program focused on CRM systems, troubleshooting, and internal process standards.

Mentored apprentices through performance evaluations, resulting in a 50% conversion to full-time roles with measurable improvements in support delivery.

Reduced CRM support response times by 30% through streamlined documentation and training.

Collaborated with graphic designers to deliver professional branding and certification for training program. JLL Dallas, Texas

Product Specialist 2019-2024

Acted as CRM support lead, resolving technical issues, escalating tickets, and improving user adoption.

Served as SME for CRM workflows, training staff and collaborating with IT to implement system enhancements.

Managed Data Quality teams and interns, leading audits that significantly improved CRM accuracy and usability.

Contributed to the JLL Product Specialist Apprentice Program, including curriculum design and certificate branding.

Supported seamless CRM transition during JLL acquisition of HFF, ensuring minimal business disruption. HFF, L.P. Dallas, Texas

Data Quality Manager 2018-2019

Led CRM data audits and retraining programs to enhance data integrity and compliance.

Ensured accuracy and completeness of CRM data in alignment with business standards.

Collaborated with cross-functional teams to improve data input accuracy and reduce errors.

Monitored and audited CRM entries regularly, identifying and resolving data issues.

Delivered training and ongoing support on CRM data entry best practices.

Created and maintained reports to track data quality and key performance indicators (KPIs).

Partnered with IT and Sales teams to troubleshoot system issues and improve CRM functionality. HFF, L.P. Dallas, Texas

Production Coordinator 2003-2018

Supported operations through database management, reporting, and process documentation.

Managed executive correspondence, calendars, emails, and phone communications.

Prepared reports, presentations, and confidential documents for senior leadership.

Coordinated complex domestic and international travel arrangements.

Aided marketing efforts by gathering market data and collaborating with Design teams on promotional materials.

Organized meetings, conferences, and appointments for internal and external stakeholders.

Streamlined administrative processes, improving office efficiency and accuracy.

Served as key liaison for the Executive team, ensuring clear communication and follow-through. Jimi Burnett, Page 2

ADDITIONAL EXPERIENCE

HFF, L.P., Dallas, Texas, Receptionist, 2001-2003. Managed front desk operations. Provided executive administrative support. CERTIFICATION

Adult Mental Health First Aid USA, National Council for Mental Wellbeing, expires 4/14/2026 TECHNICAL SKILLS

Ticketing Systems (ServiceNow), CRM Platforms (CapTrack, CapForce), Data Auditing, Process Documentation, Workflow Optimization, MS Office, Webex, Teams, Zoom

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