Julie-Beth Harris

Experience

• 

  Documentum

  Jul 1996 - Mar 1998

  Technical Support Engineer

  Answered incoming calls, reproduced customer problems, logged bugs, created support solutions, and provided client education regarding various aspects of software. Achievements:• Drove customer satisfaction through comprehensive support including immediate customer contact, reproduction of issues, logging bugs, and guiding customers around the issue to resolution.

• 

  Documentum/EMC

  Mar 1998 - Apr 1999

  Designated Support Engineer

  Provided personalized, in-depth technical support and proactive planning to specifically designated customers.Achievements:• Garnered Outstanding Customer Service Award from technical support department for stellar technical and client relations performance for two high level key customers. Paired with Engineering, Quality Assurance and Product Management ensuring proper and timely solution and resolving client frustration of being shuffled from engineer to engineer.• Coordinated and resolved standard to complex systems level customer issues through consistent customer contact to fully and accurately resolve issues, review existing problem database for solution, identifying 3rd party software deficiencies, logging bugs, and working closely with engineering and QA to deliver proper resolution. Show less

• 

  Dell Technologies

  Apr 1999 - Feb 2013

  Drove serviceability and internal product lifecycle support readiness for EMC products. Performed product testing, requirement definition, knowledge transfer, and Root Cause Analysis. Liaised with Engineering, Professional Services, Quality Assurance, Technical Publications and Training divisions focusing on product management for multiple products.Achievements:• Slashed customer case resolution time 20% by performing Root Cause Analysis and recommending changes, debugging and traceability tools, and improvements to products.• Garnered recognition as subject matter expert regarding newly released products from comprehensive research and training recommendations and implementations for technical support.• Established appropriate technical support representation within new project scopes by partnering with cross-functional teams defining support requirements and implementing troubleshooting and debugging check-lists, ensuring proper documentation and verifying install worthiness of products. • Reduced case closure time through definition of standardized support process.• Ensured that projects were completed on time and on budget within technical support. Show less Managed on-boarding, training, and support activities of up to eight employees handling incoming customer cases for standard customer support and professional services. Handled customer case escalation, evaluation and resolution of escalated problems, prompt resolution from enterprise client base, and deployment issues. Communicated trends to Engineering leadership for resolution, and served on many cross-functional teams. Achievements:• Led resolution of escalated customer issues through cross-functional teamwork with multiple departments driving swift and complete resolution. Show less

  • Senior Engineer - Serviceability and Readiness

    Mar 2002 - Feb 2013

  • Manager - Support Services - Client Team

    Apr 1999 - Mar 2002
• 

  Experienced and Dynamic Leader of Customer Advocacy and Support Teams

  Feb 2013 - Aug 2014

  Product Professional | Proven Cross-Functional Communicator | Knowledge Analizer

  Results driven and action oriented senior team lead with over 25 years of experience in the technical support/customer advocacy area as well a product management. Demonstrated the ability to pick up and learn new ideas and technologies quickly. Possess excellent organizational, communications and time management skills, with strong analytical and cross-functional abilities, I work well as part of a team. Highly motivated and disciplined, I can also work effectively on my own. I am a tenacious problem solver with a strong customer focus. Persistent and determined, I have proven project management skills. Show less

• 

  Your Personal Girl Friday

  Aug 2014 - Feb 2020

  Owner

  The Urban Dictionary defines a Girl Friday as: "A 'go to' girl; a female who will help you get things taken care of; a female you can rely on when you are in need of extra assistance; a female who acts as a 'jack of all trades' and is capable of doing almost anything; a girl you can count on when you are overwhelmed with your own chores and the duties must be done; a girl who does most of the leg work on a project, but never takes (or gets) credit. " After being in the corporate world for over 30 years I understand what it is like to try to get the day to day TO-DO list tasks complete. How many times did I say to myself that I just need a personal assistant or a Girl Friday to help me out for a few hours. It seemed that I never had enough time to return that item to Target or pick up the dry cleaning. It is my goal to help you get those day to day TO-DO list items accomplished without the extra stress. As a busy professional putting in lot of hours at work or even a stay at home parent that just needs an extra hand, I am here to assist you. Let me wait in line for you, let me pick up those few stray items. You have enough to do. Show less

• 

  Altig - American Income Life Insurance Company

  Feb 2020 - May 2020

  Insurance Producer

  American Income Life has served working class families since 1951 with life, accident, and supplemental health products to help protect members of labor unions, credit unions, associations, and their families. AIL representatives develop longterm relationships with clients and meet them where they are most comfortable ... their home.

• 

  The Western and Southern Life Insurance Company

  Jul 2020 - Apr 2021

  Financial Representative

  “I help people reduce debt, create wealth, and make smart financial decisions to plan for their future.”Recruited and counseled customers to meet their financial goals and helped design roadmaps for their future. Wrote over $1,000,000 in applications.

• 

  Farmers Insurance

  Apr 2021 - Nov 2022

  Insurance Professional

  I have the knowledge and skills to help you understand your insurance coverage options - whether you’re looking for personal home and auto, commercial insurance, worker’s compensation, life and financial services, or more. I will help you identify the insurance coverage that best fits your needs with a straight forward process that is personalized to ensure that you feel confident you have made the right decision. Written over $10,000 a month in premium.

• 

  IAA

  Nov 2022 - now

  Senior Title Procurement Title Specilist

  Process and file vehicle title documents, review and follow up on missing items, and identify inventory reduction opportunities for our salvage auction facilities. Accomplishments include:• Reviewed and processed documentation for insurance and remarketing customers• Process incoming salvage titles from multiple states and set for sale• Kept up-to-date on title regulations by learning and maintaining knowledge of current title/salvage laws• Provided excellent customer service and support by offering solutions and timely responses to external/internal partners• Achieved over 93% in call grading and maintained 100% attendance• Became a mentor and provided guidance for company processes and internal and external technologies Show less