Caroline Burnett

About Caroline Burnett

Hi, am Caroline, A Program and project coordination professional with10+ years of experience leading complex initiatives across operations, service delivery and process improvement. I excel at coordinating timelines, managing stakeholders and streamlining execution to improve outcomes, resolve escalation, and drive operational efficiency. My background includes leading projects involving process improvement, change management, training and development, risk mitigation, and service optimization. I partner closely with leadership and frontline teams to translate business objectives into clear requirements, actionable project plans, and measurable outcomes, while managing scope, timelines, and dependencies.I thrive in agile and hybrid project environments, coordinating cross-functional teams, facilitating communication, resolving escalations, and removing roadblocks to keep initiatives on track. Known for a structured yet people-centered leadership style, I bring clarity, accountability, and momentum to every project I lead.My career highlights include improving client retention by 35%, increasing team engagement by 30%, recovering at-risk accounts to drive a 15% increase in customer satisfaction, and leading operational initiatives that improved productivity by 25%.My core competencies include:Project & Program Management | Agile Delivery | Stakeholder Management | Process Improvement | Change Management | Risk Identification & Mitigation | Training & Enablement | Client Delivery | Operational ReportingI am open to conversations about Project Manager, Program Manager, or Client Delivery leadership roles where strong communication, execution, and operational excellence are essential.

Experience

1. Program Management & Operations Independent Associate

   Premier Financial Alliance

   Sep 2019 — Present · Birmingham, AL, US

   Manage end-to-end client policy review projects, improving retention by 35% through coverage optimization, data validation, and proactive issue resolution.• Lead customer-facing initiatives to enhance service experience, reducing escalations and strengthening long-term financial account stability.• Coordinate agent training and development programs, improving onboarding efficiency and preparing teams for product updates and compliance changes.• Serve as primary liaison between clients, agents, and internal leadership to ensure alignment on policies, timelines, and service expectations.• Monitor account performance trends to identify service gaps, risks, and opportunities for process improvement across financial operations.

Education

• University of Alabama at Birmingham

  M.A Communication Management

• Africa Nazarene University

  Bachelor of Business Administration - BBA, Business Administration and Management, General