Kelly Harris

Experience

• 

  Diageo

  Jan 2002 - Jan 2007

  Support SAP releases and strategic projects through regression and user testing. Provide training as required.Generate monthly metrics for Customer Service Department.Manage Remedy Queue and assign tickets to appropriate resource for resolution.Manage SAP Enhancements for Customer Service. This includes enhancement request creation, review with technical consultants and testing.SAP Support and Training of Customer Service Team as required.Develop process improvements to maximize order management efficiency. Show less Business Liaison for SAP implementation between the North American and European SAP instances. Coordinated User Testing, Test Scripts and Training Documentation.Manage SAP IDOCs and error resolution between North America and Europe. Coordinated SAP User Testing for several projects. Responsibilities included Managing test resources, creating test scripts and identifying/logging defects. Support the day-to-day operations of EDI and improve processes to increase EDI through new implementations. Managed successful implementation of supplier EDI with 6 suppliers and supported 26 customer implementations including testing. Support Foreign Suppliers on EDI order management procedures.Collect data pertaining to EDI Transactions. This data is used for Key Performance Indicators in the creation and tracking of metrics in the E-commerce group as well publication to key stakeholders. Show less

  • OTC Super User, Customer Service & Supply

    Jan 2005 - Jan 2007

  • EDI Analyst, Customer Service & Supply

    Jan 2002 - Jan 2005
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  Diageo

  Feb 2007 - now

  Provide service level focused, responsive support services to the users of the Applications supported by our team.Ensure Applications are operationally maintained.Own Software renewals process from initial quote receipt through vendor payment.Accepting Applications into “BAU” (Business as Usual) from Project Teams (using standard Service Introduction Process).Implement Compliant JML (Joiner, Mover, Leaver) Procedures for Applications.Escalation point for business regarding support.Provide guidance to Functional Analysts when needed on issue and change management. Show less

  • Regional EE Ops Head - NAM

    Jul 2021 - now

  • Employee Experience Lead

    Oct 2018 - Sept 2021

  • Application Support Manager - Americas

    Jul 2015 - Oct 2018

  • Service Delivery Manager

    Feb 2007 - Jul 2015