Glenn Burnett glennscareer@gmail.com Bellevue, WA 98004 425-499-3032

WORK EXPERIENCE

Project Manager - B2B (IT & management consulting services contractor)

LM IT, LLC - Bellevue, WA – February 2015 to April 2015 (90-day contract)

B2B- contracting PM services to MSFT vendor.

• Transnational scheduling proficiencies (Outlook) • Schedule-tracking • KPI tracking & analytics • Drawing pictures of trains

Senior Professional Business & Government Operations Coordinator V ERIZ ON WIRELESS - Bellevue, WA - March 2010 to September 2012

Enterprise level customer orientation on new products.

• Ensured strong adoption and engagement throughout customer's lifetime • Executed comprehensive interactions and communications strategy that proactively

provided high customer satisfaction and leading Net Promoter Scores • Served as SME giving direction and addressing communications management challenges,

collaborating with enterprise partners to resolve end user issues • Weekly customer-success coaching sessions confirming customer satisfaction • Through our solutions development program, provided solution ideas and feedback for

product development. This system allowed other employees to vote for my ideas to fast-track implementation. I was responsible for helping our company improve self-service options (a major cost saver for company and customer) as well as an improvement to our price plan analysis application. This revision provided more accurate account analysis.

• Regularly commended for highest team contract rates and loyalty numbers • Committed to continuous quality improvement (CQI.) As customer needs evolved, I

proactively partnered with developing products and services that fit evolving strategic direction, adding value at every turn. I was a champion at exchanging out "bloat" products/services for more relevant and valuable products, serving both customer and company (CRM.)

• Served diverse customer set, various verticals (retail, manufacturing, technology, government, educational institutes, sports and entertainment, etc.,) all U.S. regions, various geographic market sizes

• Often received commendations from enterprise clients. Exceeded quality metrics • In addition to working with clients' (technical) points-of-contact, I regularly worked with

end users through UX pain points

Senior Business Representative V ERIZ ON WIRELESS - Bellevue, WA - January 2007 to March 2010 Effectively managed business customer transactions using a consultative approach

• Recognized for ability to develop creative business solutions, which provided cost savings for customers while generating additional revenue through new product sales

• Able to clearly communicate complex and technical answers to questions regarding bills, troubleshooting, roaming, equipment, analysis of airtime used, activations and fulfillment

• Consistently responds to inbound calls and emails with efficiency, while delivering high quality, clear and precise communications with minimal supervision

• Provided peer-to-peer coaching and actively participated in and organized team building events

• After initial success in delivering a high standard of business service to SMB and Major Accounts, expanded my service to include National and Government accounts

• Continuing to reduce billing credits, customer disputes and labor/support costs • Account consulting

Business Service Associate V ERIZ ON WIRELESS - Bellevue, WA - 2004 to 2007 Business accounts (SMB)

• Resolved business customer issues: billing, account and service changes, and trouble resolution

• Global Travel Clients: educated customers, provisioned accounts, global loaner and satellite phone rental

• Maintained customer relationships and loyalty at a leading rate, exceeding company expectations for reducing churn, beating company's contracts-to-disconnects rate by 6X

• Educated customers on financially sound options to improve company's profit outlook • Created revenue opportunities through value-added services. Consistently offering better

account options to further strengthen the bond between provider and client. Advocated for customer and company by negotiating beneficial results when facing financial and operational challenges

• Mid to later stage service account management experience and/or proven ability to succeed in a fast-paced, dynamic and high growth technology environment

• Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base

• Outstanding multi-task management skills across a varied set of responsibilities • Passion for working with leading edge, web-based technologies and a desire to deeply

understand cloud products, use cases, and business and technical elements • Strong communication skills (written, verbal, presentation), ability to explain technical

subjects to non- technical end-user personnel in large enterprises • Built credibility and trust by understanding customer needs and addressing opportunities • Regularly recognized for creating loyalty by providing genuine advocacy • MS Word/PowerPoint/Excel skills

Customer Care Representative (Consumer Division)

V ERIZ ON WIRELESS - Bellevue, WA - 2001 to 2004

Customers brought UX problems. I supported with solutions. The impact achieved included regular commendations (written and oral) from customers to leadership. This word-of-mouth promotion established me as the rep-to- beat in customer advocacy.

• Consumers inexperienced in account management brought personal/family account management issues and some escalated billing concerns. Through account analysis, I provided guidance in account management. This significantly reduced churn

• During this period, customers brought many billing issues, i.e. billing-in-advance (subscriptions,) and contract concerns. I wasn't a Tier 2 escalations rep. When management recognized my proactive take-ownership approach to problem solving, they asked me if I support the escalation queue. I accepted.

• My escalation team contributions saved labor dollars. I provided spot relief to this queue. This meant the company didn't need to hire and/or train a more expensive rep. I often saved the company hundreds of consumer segment dollars by "saving customers." This provided LTV, benefitting the company as they shifted their strategy to build its B2B accounts portfolio. Additional B2B segment impact was realized since this account format more efficiently managed accounts, a win for both company and client. Consumer end-users who chose to join their employer's B2B billing account were relieved to have their company taking care of their phone services.

• Customers often brought complaints about service costs. We were more expensive than other carriers. I approached this by revealing our service's hidden values, such as retroactive feature changes, where a user could track current period usage and change to more accommodating packages before billing cycle close and mitigate the costs of overage. My solutions and proactive account analysis approach, spotting issues well ahead of their manifestations, saved the company, based on ACD, company churn average numbers, and my own churn reduction averages, approximately 4 lines of service weekly. This saved the company the cost of customer acquisition.

Ski Instructor - P/T Weekends

MOHAN SKIIN G & BOARDIN G - Snoqualmie Pass, WA - November 2008 to April 2010

Provided safe and fun ski instruction for beginner and intermediate skiers

• Groups of 8 - 10 students

• Attended clinics to improve personal skiing techniques and translate them into lessons and performance evaluations for students

• Emphasis on motivation, encouragement, extending smart goals for students

• Built sense of cooperation, buddy system, and friendship/peer building

• Created games to incorporate into learning

EDUCATION

Associate of Arts - Marketing Management BELLEV UE COLLEGE - Bellevue, WA 2014 to 2015

Associate of Arts - Business Management BELLEV UE COLLEGE - Bellevue, WA 2013 to 2014

SKILLS

*** 3.8 GPA A.A. - Marketing Management *** 3.8 GPA A.A. - Business Management *** Entrepreneurship and Project Management accomplishment certificates *** During 21-month span, led 8 group projects to exceptional results *** Strong team values, creative solutions, sustainable emphasis, and strong survey responses from project teammates *** Can integrate multiple ideas into a holistic and organic project experience *** Works well under pressure *** Ability to draw positive value from all team members *** 10 years of strong customer advocacy, B2B cost control, brand building/brand loyalty in technology field *** Technical troubleshooting • Autonomous, as well as synergistic team player *** MS Windows, MS Word, MS Excel, MS Outlook, MS Visio, MS Project 2013 *** Excellent written/oral communications *** Proven mentoring/coaching abilities *** Creative problem solver *** Strong performance excellence history ***

LIN KS: http://www.linkedin.com/pub/glenn-burnett/4b/771/a9b

CERTIFICATION S

Certificate of Accomplishment - Entrepreneurship

Certificate of Accomplishment - Project Management

GROUPS

DECA (Business Leadership Program)

VP - Talent Acquisition College DECA Associated Student Government

Interim Chief of Staff

Interests/Activities: Sports, Music, Film Production/Acting, Volunteering, Business Development, Creative Directing, Photography, Nature Exploration, Writing