Julie Kuehl

Experience

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  Upper Great Plains Transportation Institute

  Feb 1982 - Jan 2009

  * Search out new programs and technologies to meet the needs of TLN members* Demonstrate strategic thinking and innovation by launching an initiative for online webinars and on-demand training* Demonstrate excellent oral, written, and interpersonal communication skills in working with all stakeholders* Practice customer service and prioritization skills serving as administrator for videoconference system and website* Develop interactive web-based programs for training transportation professionals* Supervise a team of five employees as well as work with a board of directors and lead a team of more than a dozen folks across six states Show less

  • Executive Director, Transportation Learning Network

    Jan 2005 - Jan 2009

  • Program Director, Tel8 Telecommunications Network

    Jan 1998 - Jan 2005

  • Research Associate

    Jan 1987 - Jan 2005

  • Student Reseach Assistant

    Feb 1982 - Jan 1987
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  North Dakota State University

  Oct 2010 - Dec 2011

  Web Technology Specialist, Agricultural Communication Department

  * Provide support for content management system (Plone)* Model the use of social media to support the mission* Research technologies to meet the needs of Extension Service staff* Update the website to brand specs using the Plone LMS* Construct a library of how-to guides* Conduct training to help others begin working differently with new technologies

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  StraightFORWARD Web Solutions

  Aug 2011 - Dec 2020

  Hell-bent on building kick-ass WordPress websites. See my portfolio here: https://straightforwardwebsolutions.com/portfolio/As a small business owner, I work with clients to determine their website needs and goals and recommend and implement an appropriate solution. Often this would include developing custom themes and plugins (see portfolio). I also made sure to serve clients by answering their questions and teaching them to get the most out of their site, including demonstrating responsiveness and SEO issues on sites. Nearly every website required integration with various marketing, blogging, and social media services. In addition to website development and client care, I was also responsible for taking care of all the tasks that come with owning a business such as invoicing, marketing, tool selection, and business development. Show less While attending the WordPress Developer Training Course in Omaha, I met an employee of BCom Solutions. After the course, I applied for this position and was brought on part-time as the only out-of-state remote member of the team to develop WordPress websites for clients from provided designs. BCom was a small, rural-based startup run by a young team. Beyond simply developing sites, I also provided business advice and made improvements to work processes to reduce project turnaround time and improve maintainability. We worked to improve the workflow to be more repeatable and prevent scope creep. For a while, my time was split between this position and Kanopi Studios, and I left this position to go to work for Kanopi Studios full time. Show less CyberChimps was a small startup that had the most popular theme on the WordPress repository at the time I was working with them. I was brought on as a remote, part-time independent contractor to write a daily blog post relevant to WordPress website owners, users, and developers. I had full responsibility for determining the topics to write about as well as to write and otherwise produce the posts. In addition to that responsibility, I occasionally helped out with customer support by answering tickets. However, CyberChimps was a small startup and as I had more time available, I eventually moved into more of a marketing manager role and developed customer journeys and drip campaigns. We were using HubSpot and I became trained in it. All while still maintaining that daily blog post routine. The company was eventually sold at a profit. Show less Modern Tribe was a remote, part-time job and my first ticket-based customer support position. I learned how to work with ticketing systems and how support interacts with developers and project managers as I provided support for The Events Calendar plugin. Since there was both a free and a premium version of the plugin I learned how to set boundaries as to what we would provide support for. I moved into creating product documentation, both written and video. I juggled this position with a full-time job, school, and a couple of other ongoing freelance jobs. I left to start my own full-time WordPress development business and take on other contracts. Show less

  • Freelance WordPress Developer

    Jul 2013 - Dec 2020

  • Technical Documentation Specialist for Block Lab

    Jun 2019 - Apr 2020

  • WordPress Developer at BCom Solutions

    Dec 2015 - Apr 2016

  • Freelance Graphic Designer with EYEChart Magazine

    Jul 2013 - Jul 2015

  • Independent Contractor with CyberChimps

    Dec 2013 - Apr 2015

  • Customer Support Specialist with Modern Tribe

    Aug 2013 - Feb 2014

  • Transcriber for Audrey Capital

    Sept 2013 - Dec 2013

  • Freelance

    Jan 2010 - Sept 2013

  • Freelance Writer for The Mac Observer

    Aug 2011 - Nov 2012
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  North Dakota University System

  Jan 2012 - Mar 2014

  IT Communication Specialist

  * Migrate the website from Typo3 to WordPress. * Quell rebellions using managed communication during major changes. * Make leadership look good via writing and coding newsletters, blog posts, and emails. * Allay user fears and frustrations by creating tutorials and job aids. * Soothe crises via user support.

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  Kanopi Studios

  Mar 2016 - Nov 2016

  WordPress Developer

  At Kanopi Studios my job as a WordPress Developer was to do front-end development of client sites as part of a remote team. I started as a part-time contractor, but after a few months was offered a full-time position. Kanopi Studios was a Drupal-oriented agency, but had started moving into WordPress sites as well and I was their WordPress-focused person. I learned how to work with a team of developers using Slack, GitHub, and Google Hangouts to coordinate with project managers to meet customer specifications. Show less

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  FBS

  Nov 2016 - Dec 2016

  Temporary Data Integration Assistant

  While looking for other work, I accepted this temporary position to map data from a variety of data sources into a master database structure. I completed the training in about half the time of others and was the last to be let go when the job was done. In the short time I was there, I became the go-to person for answering the questions of other temps and my opinion was sought by the project lead even.

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  CoSchedule

  Feb 2017 - Nov 2019

  Working as a Customer Support Agent at CoSchedule has allowed me to bring my experience with blogging, marketing, developing, and client work to my position. Focusing on a single product has given me the opportunity to develop deep knowledge of it. When I started we were a team of five that were heads-down all trying to keep up with the inflow of tickets. One project that I took on was to build an internal knowledge base of over 750 items that reduced both ticket response time and developer interruptions. Due to our improved efficiency, we now have four members on the support team (distributed in two locations) and each of us has dual responsibilities and we are still answering essentially the same number of tickets. I also grew to become the Zendesk administrator for the team and managed users, automations, and reporting.As much as I was happy to receive some excellent feedback from customers, I was really proud of being nominated by a product manager for company recognition for my bug reports and feature requests, of all things. She said:“Julie did an excellent job of using the Product Ideas Portal to submit a user’s many requests and ideas from one conversation by breaking it down into separate ideas so that we can triage them appropriately to teams. She doubled down on that value by ensuring she had a user story focused on the business value for each idea. This is something we regularly see her do.”Some of my proudest moments at CoSchedule have been advocating for customers. Understanding how they would see new features or their experience using our product helped me push for changes even though other members of my team thought they weren’t necessary. Show less

  • Technical Support Agent (Tier 2) / Technical Writer

    Jul 2018 - Nov 2019

  • Customer Support Agent (Tier 2)

    Feb 2017 - Jul 2018
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  Infinite Leap

  Nov 2019 - Sept 2020

  Provide initial contact with all customers contacting the central support help desk | Utilize excellent customer service skills while resolving assigned tickets | Properly track and escalate unresolved tickets to the next level of support | Respond to queries through multiple channels (phone, email, chat) | Efficiently and accurately document customer issues and resolutions | Document and publish common issue resolutions to Infinite Leap’s internal knowledge base to reduce training time and increase collaboration across teams | Provide data and reporting of KPI’s ad-hoc, weekly, monthly or as needed | Track and report compliance with defined service levels in client support agreements | Leverage software tools to contribute to performance and dashboard reporting | Recommend procedure modifications and improvements | Preserve and grow your knowledge of help desk procedures and services | Coordinate with vendors to troubleshoot and resolve equipment and configuration issues | Participate in the after-hours on-call rotation with other service and support team members | Respond to support calls/emails/chats during work hours and during after-hours on-call assignments | Perform order processing, fulfillment and collaborate with finance to ensure proper invoicing | Provide clear and timely verbal and written feedback of any identified issues to team members and clients | Assist in client go-lives and upgrades by working extended (non-normal) business hours on occasion if needed | Keep clients, subcontractors, vendors, and management informed of current support concerns, and escalate issues to leadership as required | Participate in transitional support meetings and deliver client progress updates as needed | Complete certification training requirements for supported products, and maintain certifications as required as part of the vendor programs | Assist in fulfillment, shipping, and RMA as required Show less

  • Support Analyst / Knowledge Manager

    Feb 2020 - Sept 2020

  • Support Analyst

    Nov 2019 - Sept 2020
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  Sendible

  Oct 2020 - now

  Senior Support Analyst / Knowledge Manager

  I serve as a liaison between customers, developers, marketers, and project managers to solve problems, improve the product, and streamline processes. I was instrumental in creating an internal knowledge base with over 1,000 documents that significantly reduced ticket response times and developer interruptions.Headed two external help center updates which had major impacts on our SEO performance, article views, tickets created, and self-service score. I was responsible for defining the scope of the updates, creating standardization guidelines, training the team, and measuring the impact."This is pretty amazing: 47% increase in views, 14% decrease in related tickets, 87% increase in self-service score. You should be very proud of all of the work you have been leading with this over the last few months. It’s clearly having an impact." - Heather M.* Answering customer queries and troubleshooting issues via email, live chat, and remote screen sharing sessions. * Creating and updating support articles and other documentation. * Developing standards for documentation and conducting training around them.* Collaborating with other teams to perform training webinars. * Documenting bugs and collaborating with the development team to address them. Show less