James Burdett Email & Phone Number

Rochester, New York, United States

-Responsible for overseeing and optimizing the usage of key Sales & Marketing software platforms, including Salesforce, DocuSign, HubSpot, Outreach, ZoomInfo, Vivun, and AWS CRM Integration.-Work closely with internal stakeholders to understand their business processes, goals, and requirements.-Conduct thorough analysis to identify areas for improvement and opportunities for system optimization.-Design, architect, and document system-based solutions that meet stakeholders’ needs and align with industry best practices.-Stay current on industry trends, best practices, and emerging technologies related to the software platforms in scope, proposing and implementing strategic initiatives to leverage new features and functionalities.-Oversee the daily operations of Sales & Marketing applications used by the company to ensure optimal performance and availability. -Troubleshoot and resolve system issues, providing timely and efficient support to internal end users.

Rochester, New York, United States

-Responsible for overseeing and optimizing the usage of key software platforms, including Salesforce, Jira Software, Confluence, DocuSign, HubSpot, Datto PSA, Outreach, and ZoomInfo.-Collaborate closely with cross-functional teams to drive the implementation, customization, and integration of these systems, enabling our organization to streamline operations, enhance productivity, and achieve strategic business objectives.-Provide technical expertise and guidance to cross-functional teams, assisting with troubleshooting, issue resolution, and user support.-Proactively monitor system performance, identifying opportunities for optimization and recommending innovative solutions to enhance system capabilities and scalability.-Stay updated on industry trends, best practices, and emerging technologies related to the software platforms in scope, proposing and implementing strategic initiatives to leverage new features and functionalities.

Rochester, New York Metropolitan Area

-Oversaw the implementation, configuration, and integration of new features, modules, and plugins across multiple systems, ensuring seamless functionality and optimal user experience.-Managed system upgrades, patches, and enhancements, coordinating with internal stakeholders and external vendors to minimize downtime and disruptions.-Developed and maintained system documentation, including process flows, user guides, and training materials, ensuring consistent and accurate information was available to end-users.

Rochester, New York Area

-Served as the connection point between the stakeholders involved in the various strategic projects within the purview of the Technology Office.-Responsible for oversight and management of tactical initiatives for various steering committees (Internal Support, Cloud Development, DevOps, System Development).-Identified/suggested/implemented corrective actions to improve quality and efficiency in internal processes and procedures.•Advanced operational excellence through working collaboratively with various stakeholders in finance/purchasing, sales, and operations to troubleshoot issues and offer process improvement recommendations.

Rochester, New York Area

-Assisted in operational system oversight, ensuring procedures were followed and data hygiene in order.-Coordinated routine internal account reviews for hundreds of clients, collaborating with dedicated account team members from Service Delivery, Sales, and Leadership.-Attended weekly sales opportunity review meetings to understand pipeline changes that impact potential workloads.-Built, ran, and distributed reports to the VP of Operations, and followed up on necessary changes or process improvements.-Played critical role in maintaining data integrity amongst internal systems, ensuring data is up-to-date and consistent throughout disparate systems, and identifying process improvement and technology adoption opportunities for the organization.

Rochester, New York Area

-Served as primary point of contact after a new site or functionality had been sold-Offered clients a consultative approach to provide guidance in launching of sites and/or solutions-Liaised with a variety of internal departments and resources, delegating responsibilities and ensuring tasks were completed on time -Maintained continuous internal/external communication with neighboring departments and clients regarding key project milestones-Monitored project scope from beginning to end, verifying project delivery, crucial objectives met, and client validation

Rochester, New York Area

- Responded to client telephone calls, emails, and/or submitted support tickets regarding the CaterTrax application in a timely manner.- Performed configuration system settings for client sites.- Performed troubleshooting as necessary to identify the root cause of issues reported.- Addressed identified issues. Utilized software tools and problem solving strategies to solve site issues.- Maintained records of client site issues and interactions, recording details of inquiries, complaints, and comments, as well as actions taken.-Collaborated interdepartmentally on ad hoc projects assigned by upper management

Rochester, Ny

-Sold products and calibration services to business and industrial establishments over phone, email, chat, and fax.-Actively built and maintained fruitful customer relationships.-Prepared product and calibration quotes and orders.-Performed customer contract review and generated service leads in an effort to bolster margins.

Chicago, Il

-Supervised and motivated a team of 15-20 CSRs.-Set expectations for the team and provided feedback to individual CS representatives.-Tracked and managed the performance of assigned departmental productivity and quality targets.-Acted as a primary point of contact for escalations from all service related queries and issues (calls and emails).-Ensured company policies and guidelines were being followed, and held regular meetings to collect and disseminate information. -Stayed proficient in all of the constantly evolving processes and policies in which Groupon Customer Service functions.

Chicago, Il

-Responsible for assisting in the oversight of the Customer Service team.-Handled escalated customer issues and calls.-Completed quality assessments (e-mail review, call listening).-Performed ad-hoc assignments from my manager.-Coached team members.

Chicago, Il

-Provided one-to-one support to our subscribers via phone and email.-Resolved customer issues in a timely and tactful manner.-Managed time and productivity to meet daily individual and team ticket targets.-Liaised with other departments (Sales, Merchant Services, Editorial, Product & Engineering) to address any cross-departmental issues impacting the customer.-Stayed current with knowledge of internal ticketing system, back-office databases, Groupon redemption procedures, and specifics around different types of merchant features.

Bachelor Of Fine Arts (B.F.A.), Film, Photography, And Visual Arts

Education record