Julie Smith Email & Phone Number

Nashville, Tennessee, United States

Greater Nashville Area

Provided operational infrastructure support across department to Director, Managers, and agents. Effectively processed, collected, maintained, monitored and disseminated information applicable to specific business needs. Maintained records, prepared forms, verified information and resolved routine problems.• Work with Support Staff (managers, team leads and resolution leads) to ensure there is adequate coverage for Weekend Agents• Manage internal Outlook Distro List• Administrator of internal employee management system (Epicenter)• Deployment of the Business Continuity Plan in case of emergency (weather related, ice/snow)• Responsible for Reporting on Headcount and relaying the information to the Director• Department lead on Community Involvement- Took department from 50% participation to 97%. Responsible for several Site-Wide Community Involvement Projects• Partnered with Scheduling Group to ensure Tech Support had the coverage and work life balance needed.• Partnered with Facilities Management to ensure Desk were properly suited for agents (keys needed for drawers, desk raised or lowered, ergonomically correct)• Drove Employees to obtain Certifications (CompTIA A+, Microsoft, VMWare, Etc.) to advance their education and Technical Certification profiles• Maintained Employee Discipline and Certification Records• Implemented Recognition Program to award agents on their Customer Experience Survey Results• Assisted with creating floor-wide contest and driving participation in the contest• Planned Career Improvement Sessions/Workshops for Tech Support• Winning Culture Committee Member- assisted with the planning of department events and award ceremonies• Emergency Response Team Member- CPR/AED/ and First Aid Certified

Greater Nashville Area, Tn

Provided support to phone and chat agents in technical support. Coached, motivated, and guided team members. Developed team members by identifying opportunities for improvement so that they could perform to their best ability.• Audit agents and provide feedback (via chat tool- Moxie, recorded phone calls- Qfiniti, or live call)• Attend 1x1’s, 3 in a box, to provide agents with coaching opportunities and/or wins• Partner with manager to create action plans to improve agents• Be available for agents for support (provide solutions for difficult issues, handle escalations, etc.)• Analyze customer satisfaction survey hits and scrub in Customer Experience Closed Loop Corrective Action tool• Follow up on customers when agents are unable to confirm resolution• Assist agents with sales (create quotes, determine why orders are not shipping, or think of team contests)• Responsible for updating Coaches Stack Tracker with headcount on weekly basis using internal employee record management system• Back up for department sales reporting• Community Involvement with Youth Villages when onsite• Winning Culture Committee member- assisted with the planning of department events and award ceremonies• Wellness Committee member- site wide committee responsible for driving healthier lifestyles• Emergency Response Team Member- CPR/AED/ and First Aid Certified• BCRP(Business, Continuity and Recovery Plan) Point of Contact for Nashville ProSupport department• Conducted Customer Privacy Audit on a monthly basis• Attended network wide audit calibration meetings• Managed termination/transfer database• Audited in Customer Privacy, Records Retention, SharePoint, Quality Management Systems, Control Self-Assessments, And International Organization For Standardization• Nashville Site Lead for NSAI ISO Recertification audit for 2013• Trained Agents/Coaches on Portables Multiple Monitor Configuration, Outlook 2010 Refresher• Created training document for Customer Privacy

Greater Nashville Area, Tn

Processed orders for parts submitted by certified technicians via dedicated website. Confirmed customer eligibility, searching for correct part numbers and submitting the information.• Processed dispatches submitted by Dell technicians through the our self help part request website • Responsible for going through all of the sensitive accounts (Special requests) to ensure that they were correctly dispatched and if not, informed the coaches of the mistake for coaching opportunity• Responsible for processing dispatches for highly sensitive accounts• Correctly and quickly dispatch parts being requested• Leader of the Fun/Winning Culture Committee (responsible for planning events and award ceremonies)• Was at or above 42 dispatches processed per hour goalProjects: • Administrative job duties (order supplies, order Certification vouchers, etc.) • Archiving mailboxes in Outlook to .pst file on hard drive• Update the calendar for time off for the department• Process multiple part dispatches for Technical Account Manager escalations

Greater Nashville Area, Tn

Assisted customers via incoming calls to determine proper warranty contract plan to suit their needs. Provided benefits, features and advantages of the differed contracts.• Sold software support contracts via incoming phone queue• Questioned customers on needs to determine which contract suit their needs.

Greater Nashville Area, Tn

Assisted front line internal Customer Service Reps on questions about how to resolve customer issues via chat requests. Provided correct policy and procedure and how to properly handle an escalated call. Assisted with the approval process of customer concessions. Responded to customer service inquiries regarding company product, features and services. Assisted customers with order status, damaged orders, system returns, sales inquiries, and placing orders.• Provided customers order status• Placed orders for systems and parts• Provided minor technical help with problems• Assisted customers with general questions about Dell computer systems• Corrected online orders• Prevented system returns• Negotiated with customers to save the sale by offering concessions• Processed returns• Handled Escalations from front line agents, manager and Corporate• Assisted Internal Customer Service Reps via chat on how to handle customer issues appropriately

Athletic Training And Physical Therapy

Education record

Activities and Societies: Basketball, Soccer Honors Classes Played Basketball all 4 years Played Soccer Senior Year