Julie Williams Email & Phone Number

Jacksonville, Florida Area

• Monitor and score both inbound and outbound customer service representative (CSR) interactions for both voice and email interaction with our global military customers for the purpose of employee scorecard metrics and coaching when needed.• Responsible for giving timely constructive feedback based on quality scores.• Participate in call monitoring sessions designed to ensure the Company’s motto “Let them hear you smile” is evident during the call.• Gather calls both positive and negative to identify trends if any for use in continuing customer service training.• Identify and implement training solutions where process improvement is needed to meet company standards.• Create trending reports as needed to display individual and team errors for selected time periods.• Participate in feedback sessions designed to come to a census on errors assessed. This ensures all QA analyst are being consistent in the auditing process.• Maintain Defect (Errors) Audit Log for the purpose of keeping track of signed error sheets. The audit log gives a monthly glance by week. All errors are recorded and at-a-glance feedback results can be viewed; Error Status R=Removed, C=Changed or V=Valid• Provide feedback on team strengths, weaknesses and areas of improvement.• Assist management in producing top individual performance awards monthly for various departments.• Responsible for creating and writing the Company’s SOP (Standard Operating Procedure) for the Quality department, including how-to guides for Team Leaders and cheat sheets.

Jacksonville, Florida Area

• Provide support to the Program manager, for ELMR and Quality in the area of statistical reporting, customer services and database management.• Prepare internal and external reports through gathering, analyzing and summarizing data and information from multiple sources; Provisioning Manager software and Active Directory.• Collaborate with different areas to review project deliverables so adherence to business needs are met.• Assist C3P Ashore Helpdesk with ELMR system issue identification and troubleshooting.• Run Ad Hoc reports from the PM (Provisioning Manager) system as needed for status of functioning radios by region.• Monitor the KMF (Key Management Facility) program for illegal and unjustified access to the system. Any critical situations are received as alerts.• Responsible for account management – creating, deleting, disabling and monitoring accounts for adherence to access rules for dispatchers who support the Navy 1st Responders nationwide.• Evaluate and monitor the performance and efficiency of the ELMR system to identify potential risks

Jacksonville, Florida Area

• Managed a team of employees for testing efforts for the Duval County Genesis application, which was used to track attendance, grades, bus routes and record student progress while enrolled in public schools.• Coordinated the effort of writing test plans, test cases and regression testing.• Wrote Standard Operating Procedures for the test environment.• Implemented security procedures county wide by providing each individual with a userid and password instead of using a generic logon for everyone; access were distributed by job function.• Provided weekly status to upper Management covering problems and solutions.

Jacksonville, Florida Area

• Provided quality testing of new or improved features of the PegaSys software, which was designed to assist consultants in solving customer problems via phone.• Features created and improved upon by developers were tested for functionality as well as system performance.• Monthly installs of tested features were implemented 2 hours prior to consultants providing assistance to the continental U.S. It was crucial for new and/or improved features to be regression tested to minimize the impact of introducing faulty code to the consultants.• Provided weekly status to upper Management on stability of newly installed features, requests from consultants and improvements to current features.

Research Triangle Park, Nc

• Part of the Netfinity software Function Verification Testing (FVT) team, which was responsible for creating and executing quality FVT test cases on a variety of platforms-Windows95, Window98, WindowNT 4.0 Server, Workstation, W2000 Server and W2000 Professional.• Duties included creating a Test Plan, writing and executing quality FVT Install and Client Side Caching test cases, as well as assisting with layout, functionality and ease-of-use for the product install.• Provided assistance to Build Verification Testing, developers and other test team members with install issues.• Created user manual for Test Tracking Tool (TTT) a Lotus Notes tool designed and created by developers at IBM. Ensured technical verbiage was easy to understand by the layperson. User manual distributed department wide for documenting the life cycle for software testing.• Supported the achievement of Orion Framework Release 1 and Release 2 product through functional and system testing utilizing a variety of operating systems.Supported and assisted developers and management with issues that surfaced post product GA (Generally Available).