The document is a resume for Julie Cleveland. It summarizes her objective of securing a steady position where she can utilize her organizational, quality assurance, and training skills. It then lists her technical skills including various Microsoft programs, CRM systems, and Microsoft tools. Her professional skills include being a strong team player, clear communicator, and ability to work under pressure. Her employment history highlights over 15 years of experience in software licensing, billing, quality assurance, and training roles for Microsoft, focusing on Dynamics, BPOS, and other programs. She held multiple manager and lead roles ensuring quality and training standards were met.

1. Julie Cleveland
216 Johnston Dr. Dousman, WI 53118
262 269 2503 Cell
dvinegoddess@gmail.com
___________________________________________________________________
Job Objective:​ To secure a steady position in an environment where I am a vital member of a strong, challenging
and diverse team and can continue to hone my organizational, quality assurance, managerial, analytical and training
skills to assist in the team’s success.
Technical Skills:
● Microsoft Windows .Net, XP, 2000, NT, 95, 97,
98, Vista, 7, 10
● MS Office Professional Suite (including Word,
Access, Excel (Pivot Tables & VLOOKUP),
PowerPoint, Visio, Project, Net Meeting, Live
Meeting/Lync & Outlook)
● Various CRM type programs (MS CRM,
Dynamics AX, Dynamics NAV, ZAC, MACS)
● Microsoft Tools: Explore.ms, eAgreements,
Partner Quote, RO Tool, CLT
Professional Skills:
● A strong team player
(can-do) attitude.
● Excellent clear, concise
communication in both
written and oral formats.
● Strong interpersonal,
organizational, analytical,
motivational and
negotiation skills.
● Exceptional ability to
handle and resolve
escalated conflicts in a
professional manner.
● Ability to develop and
motivate effective teams
across diverse groups.
● Extraordinary ability to
work well under pressure
and under multiple
deadlines.
● Extremely detail oriented
and possess spectacular
time management skills.
● Extensive experience with
providing coaching and
formal training to adults
on technical and soft skills
as well as to other Quality
Assurance Specialists. (In
person and remotely
​Professional Achievements and Professional Development Courses:
● Volume Licensing for
Small & Medium
Businesses Part 1
Certificate
● Received several
performance awards
● Volume Licensing for
Small & Medium
Businesses Part 2
Certificate
● Volume Licensing for
Large Organizations Part
1 Certificate
● Volume Licensing for
Large Organizations Part
2 Certificate
● Licensing Resources
Certificate
● 33 “Q” (Quality) Awards
● Licensing Essentials 1
Certificate
● SME Superstar
● Licensing Essentials 2
Certificate
● 3 day Project
Management (PMO)
Course and
Certificate
● Licensing & Software
Asset Management
Competency Diploma
● Small Business
Entrepreneurship
Certificate
● 55+ 5 Star Awards
● 3 Core Value Nominations
Employment History:
Operations Analyst ​(Only Microsoft)
11/2015 - 11/2016 - SoftwareONE, Inc. - Waukesha, WI
● Creates and determines accuracy and completion of all Microsoft Software Licensing contracts (Global)
● Submit Amendment and CPS packages for processing
● Create CPS’s
● Circle of Excellence Project - Gold
● Credit Checks for renewals and net new contracts
● Responsible for placing Microsoft Open Value, Select Plus, MPSA, SCE and Enterprise Agreement orders (True
Up’s and Anniversary)
● Processes order adjustments through Microsoft
● Manages relationships with Microsoft Operations Team
● Purchasing responsibilities, creating Purchase Orders, Purchase Order Receipt, Order Shipment (virtual
inventory, no physical inventory)
● Procurement research, where to purchase, purchasing processes, International sourcing.
● Credit and RMA processing.
● Supports requests from our international customers, partners, sales reps, and other operations team
members.
● Communicates in a timely and effective manner based on established SLA’s.
● Accomplishes organization goals by accepting ownership for accomplishing new and different requests;
exploring opportunities to add value to job accomplishments.
● Performs other duties as assigned by SoftwareONE management
Microsoft, Adobe and McAfee – Software Billing Specialist
1/2011 – 11/2015- Zones, Inc. – Auburn, WA
● Solely manage entire software licensing billing cycle from quote creation to customer payment/collection.
● Run anniversary billings for 15 programs, 13 Microsoft, Adobe EA and McAfee recurring billings.
● Help Sales, AR, AP, Quality Control and Purchasing with processing billings, research resolutions and deal
directly with customers as needed.
● Personally have less than 0.5% error rate helping my team achieve operational excellence award from
Microsoft yearly.
● Collected over $10 million in accounts under my management annually from 2011 forward with growth of
revenue now surpassing $20 million.

2. Unemployment Insurance SEAP Participant – Entrepreneurship Series
10/2009 – 10/2010 South Sound Women’s Business Center, Lakewood, WA
● Picked to participate in this pilot program through the state of Washington’s UI
● 6 months of “in class” training to learn how to properly set up and run your own business. This was
proceeded by an additional 6 months of actively running your business.
● Run my own business on the side and have 7 stores on a waiting list for our product to be manufactured.
***Note below that BPOS, Bing Cashback and PRD were all simultaneously managed***
Microsoft Business Productivity Online Suite Technical Support Quality and Training Lead (Manager)
11/2008 – 8/2009 Volt/VMC – Microsoft Project Support – Call Center, Redmond, WA
● Designed and implemented quality for this team’s scope, working with the Sr. Management team to correlate
knowledge gaps based on feedback and CSAT analysis.
● Team coach for Tier 1, Tier 2 and International agents (French, German, Spanish and Japanese – ​Do not
actually speak these languages).
● Collaborated with Sr. Management to design the International Quality Process for each language.
● Lead weekly QA internal and client calibrations; currently serve as team lead for the Quality and Training
Specialist team. Responsibilities include monitoring the current staff’s performance and interviewing and
training new team members.
● Designed and implemented a new company wide Quality Coaching Tool and Quality Program.
● Quality statistical analysis and reporting through Excel pivot tables that tied into the back end of the coaching
tool. This real time feedback resulted in higher SOW and COPC adherence. Additionally creating PowerPoint
slides about the quality data and speaking as a SME during Business Reviews.
● Collaborate with the company Training Manager and the client to identify and resolve training gaps.
● Ensure the Quality Assurance metrics meet the of the SOW requirements.
● Provide business recommendations to senior management to increase team’s performance and efficiency.
Microsoft bing (formerly Live Search) cashback Quality and Training Lead (Manager)
8/2008 – 8/2009 Volt/VMC – Microsoft Project Support – Call Center, Redmond, WA
● Implemented new quality program in compliance with the project’s SOW requirements. This program
increased the project’s CSAT scores from failing to exceeding expectations.
● Collaborated with the Sr. Team Manager to identify areas for improvement based on QA reviews and CSAT
analysis.
● Implemented a Spirit Team driven by the agents to increase team morale. Team implemented motivational
programs such as highest performance awards, monthly team newsletter, team building events, etc. Coach
and mentor the Quality and Training Specialist’s and the team’s performance Interviewed/Trained a new
Quality and Training Specialist for this team.
● Quality statistical analysis and reporting for senior management and served as the Quality SME during
Business Reviews.​
Microsoft Dynamics Partner Resource Desk Quality and Training Specialist (Manager)(Promotion)
10/2007 – 12/2008 Volt/VMC @ Microsoft - Call Center, Issaquah, WA
● Designed, implemented quality and training methodology to achieve and exceed SOW requirements
Microsoft’s this program included awards/incentives program to have positive reinforcement to compliment
the coaching.
● Promoted to Quality and Training Lead/Manager (for the program I wrote overseeing 3 teams at once.)
● Trained all new Seattle, WA and Fargo, ND advocates.
● CSAT analysis finding trends, designing action plans and correction of issues.
● Designed and maintained training material collaborated with management to create a Quality Coaching Tool.
● Quality statistical analysis and reporting for management. Additionally serving as a SME during Business
Reviews as needed.
● Conducted Quality reviews, coaching and 1:1’s for Tier 1, Tier 2 agents and the internal marketing teams.​
Microsoft Dynamics Partner Resource Desk Team Lead (Co-Assistant Manager)(Promotion)
2/2007 – 10/2007 Volt/VMC @ Microsoft – Call Center, Issaquah, WA
● Served as the floor lead for 20 phone support reps on the Microsoft Partner Resource Desk (PRD). This
included side by side coaching, phone call monitoring and case reviews as well as performance documentation
from the coaching events.
● Promoted (job created for me)to Quality and Training Specialist.
● Conducted new hire training Conducted real time queue monitoring and made adjustments as necessary.
● Complete daily reports.
● Monitored and assigned project voicemail cases. .
● Attend regular Live Meetings/Trainings and train the team on the new information as well as ensuring the
information was captured in the project’s knowledge base.
● Submitted Business Intelligence ideas that will help improve processes internally as well as the Partners
“experience” with our group.
● Served as part of the interview/hiring team for new employees.
● Created several "Team Building" games and documents to help train new hires for their role on the PRD.
● Worked directly with the team manager on special projects such as training gap analysis, streamlining
processes for the reps, teach training events for the team and help interview new candidates for our team.
Microsoft Business Ready Licensing Specialist (Promotion)
7/2006 – 2/2007 Volt/VMC @ Microsoft – Call Center, Issaquah, WA
● Escalation point for the Partner Resource Desk in regards to Business Ready Licensing (BRL).
● Promoted from BRL Specialist to Team Lead.
● Resolve partner challenges with sales and understanding the new BRL packaging.
● Work with multiple Microsoft internal teams such as USISV, ROC, RSC, PEC, and MBSBDNA on a daily basis to
resolve partner challenges.
● Confirm Dynamics sales quotes for partners, pricing, packaging, enhancement plans and benefits. Also worked
email triage for the PRD and the PEC.

3. ● Member of the Spirit Team, who is responsible for the "Ask Lil' Jule" article and the puzzle sections of our
team newsletter.
● Collaborated with BRL team Lead to create BRL training, give presentations and create power point slide decks
to use during training, write weekly quizzes in regards to that training and report scores back to their
manager
● Completed reports for the PRD Manager on statistics for cases, emails and follow up calls.
● Was handpicked as a participant for User Testing on each new implementation of CRM within our team. ​
Partner Resource Desk Advocate
1/2006 - 7/2006 Volt/VMC @ Microsoft – Call Center, Issaquah, WA
● Took inbound calls from Partners, PAM's and other Internal MS as well as Customers on occasion.
● Promoted from PRD Advocate to BRL Specialist.
● Assessed challenge and "triaged" call appropriately to the correct team.
● Set follow up email as well as follow up call backs to keep ownership of the issue and verify that the caller’s
questions were in fact resolved. If answer not readily available, would do research on behalf of the caller until
the correct answer was found. In the rare one off cases, research would be done and if nothing prevailed, and
then the case would be forwarded to the Partner Experience Center (PEC) as an escalation path.
● Verified Dynamics Certifications and acted as additional support for the MSPP program.
● Maintained balance for quality and quickness while still being the callers "ore" in the sea of Microsoft.
● Held numerous SME roles including BRL, MSPP, Dynamics Enhancement/Service Plans, Competencies and
Certifications.
● Served as a leader on the PRD as a Senior Advocate. Team members "ping" with their questions and I help
find the answers and show them their resources for future questions.
***Time off to be a stay at home Mom 2/2003 – 12/2005, other employment available upon request***