Janella Burgess

About Janella Burgess

What I Bring:Customer Experience Supervisor with a passion for leading high-performing teams and driving operational excellence in fast-paced, remote environments. I bring over 6 years of leadership experience in customer support, compliance, and strategic project implementation, most recently supporting a startup program at EVERSANA.🧠 Skills: Skilled in coaching, performance management, and stakeholder engagement, I thrive on using data insights to improve workflows and elevate the customer journey. My technical toolkit includes Zendesk, Salesforce, Genesys Cloud, Calabrio, Slack, NICE, Microsoft and Google Suite. All tools I have used to optimize KPIs, manage escalations, and continuous process improvement using Lean Six Sigma principles. Career Focus: Committed to developing frontline talent and maintaining high standards of service quality, compliance, and engagement. Whether it is building scalable support systems, leading with empathy, or collaborating cross-functionally, I’m energized by creating meaningful impact for customers, clients, and teams alike. Let\'s connect! I am ready to optimize your team!

Experience

1. Supervisor, Program Management

   EVERSANA

   Jul 2024 — Present · US

   EVERSANA – Supervisor / Program ManagerOverview: Lead day-to-day operations of a high-performing remote support team in a healthcare and pharmacy program environment. Drive results across workforce planning, team development, SLA compliance, and continuous improvement. Leverage advanced knowledge in customer experience to shape team strategy and elevate service quality.Key Contributions:• Supervise a team of 17 specialists, managing onboarding, training, and performance with a focus on client satisfaction, prescription processing, and compliance.• Apply customer experience best practices to coach agents on delivering empathetic, solution-focused support during calls, ensuring each interaction builds trust and satisfaction.• Leveraged Lean Six Sigma principles to increase productivity by 30% through strategic workflow planning, cross-training, and process streamlining.• Spearheaded the creation and execution of The Mic Is Yours agent forum, collaborating with stakeholders to design a safe, inclusive space for feedback. Led logistics, communications, and engagement strategy to deliver a professional and impactful virtual experience.* Manage scheduling and resource allocation to align with business needs while maintaining service level commitments.• Monitor KPIs and quality metrics to identify performance trends and implement data-informed coaching.• Serve as point of escalation for customer complaints, resolving issues efficiently and maintaining high client satisfaction.• Collaborate with leadership to revise SOPs, improve workflows, and introduce process enhancements that reduce rework and increase accuracy.• Facilitate team huddles and 1:1 coaching sessions to build engagement, upskill talent, and create a pipeline of future leaders.• Demonstrated experience in engaging with clients to report on operational performance, reinforcing the organization\'s commitment to service excellence.

Education

• Drury University

  Bachelor of Applied Science - BASc, Organizational Leadership Studies

  2021

• Drury University

  Associate of Science - AS, Organizational Studies

  2018