Shanique Burnett

SHANIQUE BURNETT PROFESSIONAL SUMMARY Phone Number## Email Kingston, Jamaica Dynamic, results oriented Business Operations Manager with over 10 years of experience in sales, customer service, and operations across startup and founder-led businesses. Systems-minded professional with a strong track record of performance in high turnaround and high paced environments and expertise in building, automating, and optimizing tools and workflows that power sales, and cross-functional collaboration. Skilled in sales, CRM management, process improvement, and operational excellence with proven ability to design and maintain low-code/no-code automations (Zapier, GoHighLevel, Notion) to increase efficiency and scalability. Strong background in SOP creation, team training, and ensuring alignment across departments. Adept at driving productivity, streamlining communication, and supporting the growth of fast-moving businesses. EDUCATION Certificate - Business Administration Level II MAIN JOB ROLES  Systems & Workflow Management: Designed and optimized workflows across CRMs (Process.st, GoHighLevel) to improve lead routing, task management, and sales pipeline visibility.  Automation & Process Optimization: Built and maintained low-code/no-code automations using tools like Zapier to reduce manual work, streamline communications, and improve team efficiency.  Process Optimization: Implemented low-code/no-code solutions for workflow automation.  Documentation & SOP Development: Created clear, SOPs and process documentation to standardize operations, support onboarding, and improve system adoption across teams.  Scheduling and Calendar Coordination: Managed scheduling for team across different geographical locations and timezones, implementing tools and process to ensure seamless coordination and team availability. Certificate -Housekeeping and Hospitality Level I High School Diploma Business Major PROFESSIONAL EXPERIENCE Operations Manager Reliable Cleaning Colorado, January 2023 – December 2024  Directed day-to-day business operations, overseeing client communications, scheduling, and service delivery to maintain high-quality standards and customer satisfaction.  Led the recruitment, onboarding, and training of new staff, building scalable processes that aligned employee performance with company goals.  Introduced a performance management framework with coaching and feedback loops, resulting in a 20% increase in staff retention.  Optimized operational workflows by creating SOPs, improving scheduling processes, and establishing resolution protocols, enhancing efficiency and scalability.  Acted as a strategic partner to the business owner, aligning operations with long-term growth objectives and preparing the organization for system-driven improvements. Support & Operations Manager (Sales-Support Operations) – NW Maids, October 2018January 2023 Software Proficiency    Advanced: Dialpad, Frontapp, Slack, HelpScout, Zendesk, RingCentral, OpenPhone, Notion,Go High Level, Launch27 (Automaid), MaidCentral, Stripe, Square, Process.st, Hubstaff, Google Workspace (Sheet, Docs etc.), Authorize.net, Breezy, Quickbooks Intermediate: Zenmaid, Keap, Freshdesk, Salesforce, Monday.com Basic: Asana, Jobber, HubSpot, ClickUp, Zapier  Managed customer communications across email, phone, chat, and SMS, implementing service standards that improved response times and client satisfaction.  Developed, rolled out and maintained SOPs for customer service and sales support, ensuring consistency and scalability in daily operations, improving client experience.  Partnered with cross-functional teams to optimize service delivery workflows, reducing client response times and improving team output.  Conducted training sessions on CRM systems, productivity tools, and communication best practices, boosting performance, data accuracy and adoption of systems.  Monitored performance to give leadership actionable insights. Owner – Christos Virtual Solutions 2022 – Present  Provided strategic support to small businesses by creating client retention programs and referral incentives, increasing repeat business.  Led staff training on new systems and processes to improve client communication and operational workflows.  Designed and implemented SOPs for client communications, service scheduling, and issue resolution, improving efficiency.  Enhanced pricing models and introduced add-ons, leading to increased revenue.  Supported operational tasks including data entry, customer inquiries, and administrative tasks. KEY SKILLS  Operations Management & Process Optimization  CRM Management & Automation  SOP Creation & Documentation  Lead Management & Sales Support  Data Entry & Financial Tools  Team Training & Development  Time Management & Prioritization PROFESSONAL GOAL I am passionate about driving operational excellence and supporting businesses by creating efficient systems, streamlined workflows, and effective cross-functional communication. With a strong background in CRM management, process optimization, automation, and team enablement, I aim to contribute to a growing organization by ensuring operational efficiency, smooth collaboration, and scalable processes. My goal is to help your team achieve higher productivity, consistent results, and sustainable growth. WHY ARE YOU APPLYING?  Customer Service Excellence  Automation Tools With 10+ years of experience in sales, customer service, and operations, I understand the challenges that fast-growing, service-oriented businesses face. I am eager to apply my skills in workflow automation, CRM management, SOP creation, and team enablement to support your operations. My experience in optimizing processes and implementing scalable systems allows me to approach tasks with both a strategic, efficiency-driven mindset and a focus on cross-functional collaboration, helping your team deliver results and grow effectively.