Kristi Meese

Experience

• 

  Ford Motor Company

  Sept 1997 - Jun 2001

  Student Representative

  Managed the robotics team with mentors.

• 

  Bed Bath & Beyond

  Sept 2001 - Sept 2005

  Supervisor-Crossfunctional

  RetailThis position was customer service based with training programs on product knowledge and required cross-functional duties.Maintained soft lines department, organized and arranged custom order requestsProcessed in-store and store to store transfersManaged administrative duties such as dollar-outs; 1, 7, 14 day reports Maintained internet and direct shipping. Worked with JDA systems and the Symbol PDP model 3140 handheld scanner with the JDA programming. Responsible for displays with specs, plan-o-grams and basic designer knowledge. Received classes in Product Knowledge and Merchandising, Selling skills, Advanced Selling skills 1,2,3 and 4, Customer Service Advanced Management skills and Bridal Registry. I received certification in Management skills for Advanced Customer Service and Product Knowledge. Extensively trained in receiving, customer service desk, hardlines, Bridal Consultation and cashier. Participated in end of year inventory for 3 years. Customer Service awards for the secret shopper for 6 months straight.Supervisor, Floor Designing, Customer Relationship Management, Show less

• 

  Ramada Inn & Suites

  Apr 2005 - Dec 2005

  General Manager Assistant

  This position was sales and commissioned based with training in front desk supervisor and general management of hotel and restaurantMaintained front desk responsibilitiesReservation consultation, check-in and check-outsManaged guest complaints and requestsAssisted sales, banquets, and catering. Presented tour of rooms to possible direct billing guests. Negotiated in rates for possible recurring guests. Provided assistance for houseman duties, housekeeping and night audit. Received training in MSI Systems.Filled in for supervisor and General Manager during absences customer service/sales, Soft Skills (Communication/Negotiation Skills), General Management, Show less

• 

  Rofin-Sinar

  Dec 2005 - Dec 2006

  Laser Parts Department Logistics Representative

  This position was focused on processing sales and purchase orders in a engineering environment with minimal supervision and training.• Processed over 4200 sales and purchase orders, including domestic and international buying. • Averaged 30 orders a day, customer service and laser technical support lines required general maintenance. • Responsible for 24/7 after hours customer service and parts support for a range of 16,000 lasers worldwide. • Maintained after hours shipping and expediting, and technical support. • Received minor hi-lo training and customs operations training.• Responsible for all parts leaving the facility and coming back to the facility. • Authorized qualifications for return material authorizations, and recall control on bad flow of parts. Show less

• 

  Apollo Group

  Dec 2006 - Nov 2012

  Senior Advisor

  • Team Lead• Referral Captain• Manage departmental SharePoint's• Maintain supervisor responsibilities• Lead projects for University implementations• Motivate, inspire to promote the benefits of higher education.• Developed strategies for time management and organization• Advocate for improvement of workflow processes • Advised undergraduate and graduate students for career and education advancement• Developed academic plans following standardized University guidelines and procedures• Possessed a general knowledge of higher education market and industry• Demonstrated skill and ability in learning objectives and training proficiencies• Generated corporate referrals• Developed strategy for performance of enrollment team of 10 counselors• Develop motivational strategies to increase team performance• Perform training sessions for counselors which required a formal presentation• Managed team meetings to promote University changes• Provided training and mentoring for new advisors• Excellent command of professional presentation skills for large groups• High level of interpersonal and communication skills to convey University information• Developed skills in competencies such as customer focus, motivation, strategic agility• Top Performer of the Month Award 12 months in total career • Team Spirit Award for 2008; Customer Service Award for 2010• Promoted to Senior Advisor for maintaining high performance-2008• Completed 150 hours per year in professional development training per year Show less

• 

  Micro Focus

  Nov 2012 - May 2014

  Product Support Engineer

  • Post-sales, office based technical support• Ensure customer issues are resolved correctly with follow-up action plans are set • Determine solutions to customer issues submitted via the web, phone or escalated by another engineer.• Provide positive customer service and handle difficult and sensitive issues through excellent oral and written communication skills.• Raising quality product problem reports (defects/enhancements) that contain an accurate description and all that is necessary to recreate the problem• Management of demanding customer situations • Coordination and participation in conference calls• Creation of solution documents and ensures satisfactory solutions are provided to customers with multiple issues• Contributed to the support organization by documenting complex technical issues and resolutions via the Knowledge-base• Assisted the sales department in closing sales• Worked with issues such as Object Oriented Cobol communicating to Java, Registry Errors, Opportunistic Locking, Licensing, Firewall, Environment Variables, compatibility problems, administrative permissions, SQL/Database Access, batch file programming, installation, file handling, corrupted index files, performance, compilation, upgrading, ODBC/DSN connections, memory leaks, runtime errors, migration Show less

• 

  Tyler Technologies

  Jun 2014 - now

  * Provides high level diagnosis to staff, and takes over open issues as needed.* Provides inbound phone, web or email software support to resolve complex client inquiries and problems effectively and efficiently.o Analyzes data reports, forms, and web technologies.o Uses and programs SQL to resolve complex issues.o Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.* Uses Tyler’s client management system to create, track, and/or update details on the specificsof client issue(s).* Writes estimates for software modification specifications and documentation of support processes* Submits client issues to development team for resolution as needed.* Performs Quality Assurance testing for software module upgrades/changes. Analyzes resultsto ensure that software performs as required.* Provides training to client end-users (typically via webinar).* Creates or enhances documentation throughout the support process.* Contributes to company knowledge library and/or Tyler Community.* May participate in Early Adopter activities.* May participate in User Group meetings and activities.* Mentors new staff to ensure guidance is provided on an ongoing basis.* Reviews release documentation and provides feedback to appropriate staff.* May participate in transitional services for new clients in their initial post-live period.* Trains new staff to ensure they are learning the products they support and to ensure they are following the appropriate departmental procedures.* May provide input to Manager for performance evaluations on other staff.* Commits to expanding technological skills and knowledge of the Tyler products.* Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook and Safety Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.* Performs other duties as assigned. Show less •Configure, update and troubleshoot key computer software and hardware items to resolution. •Identify that a code-level fix is required. •Maintain ownership of customer-reported items from identification through closure. •Be the first line of support for software issues reported by customers and employees via email, phone calls or web requests. •Train the customer in system operation and software applications. •Work with several departments in order to provide continuous communication and resolution of customer issues. •Identify technical issues and problem resolution using advance troubleshooting techniques and processes. •Identify, resolve and advise on business workflow impacts regarding the use of the software. •Follow defined practices and procedures as it relates to tracking software issues, applying software fixes and documenting case information. • Learn the software applications and modules using a proactive approach and self-initiated training, in addition to formal training. •Assist in meeting team and individual objectives. Contribute to non technical support tasks on a periodic basis including creation of knowledge base articles, contribution to Customer newsletter or other activities as directed by management. Show less

  • Software Support Analyst

    Jun 2014 - now

  • Application Specialist

    Jun 2014 - now