Kellie Allmon-Davis

Experience

• 

  JDA Software

  Mar 2007 - Apr 2014

  Senior Software Quality Engineer

  Maintain and use testing tools for the performance of regression and functional testing. Report test failures to development organization by utilizing problem report tracking software. Execute manual tests and analyze the results to ensure the client’s requirements are met and the product functions as designed. Analyze new software releases to determine the correct testing approach. Interact with the offshore development team to explain new test requirements, and review testing output.

• 

  Blue Yonder

  Apr 2021 - now

  Accountable for the quality of delivered services, including communication, resolutions, and case content. Acts as Liaison for customers, analysts and other Support Services and BlueYonder departments. Assist analysts with case and workload balancing, as well as carrying out tasks, assigned by manager, identified by metrics analysis. Identifies associate training and development needs by team/individual and facilitates the creation and completion. Leads by example: inspires team to excel, promotes teamwork and high morale. Maintains positive customer relationships by resolving conflicts and issues, managing expectations, and instilling confidence in JDA Support. Manages the day-to-day team activities to ensure the team adheres to operational guidelines. Motivates and mentors - develops an environment where associates work well together and are empowered, challenged and motivated. Oversees all performance management matters including: semi annual performance reviews and as needed one on ones with associates. Participates in Corporate Special Projects as tasked by Management. Provides functional and/or technical support during a customers product implementation and "go-live" periods. Sets overall tone for customer satisfaction - level of service, monitor SLA compliance, time to close as well as participation in escalation management. Tracks team operational efficiency and effectiveness. Understands business features and functionality to be provided by the product. Works in a cross-functional capacity to support quality design, development and testing. Works with other analysts to process and resolve sensitive and complex issues. Show less

  • Solutions Manager

    Jul 2023 - now

  • Support Manager

    Apr 2021 - Jul 2023