Experience

interviewing.io

• United States
• Software Development
• 1 - 100 Employee

• User Operations Manager

  • Jan 2022 - Present

  As part of the operations team at interviewing.io I took over responsibility for the user-side of the company's customer-facing support functions in January of 2022, subsequently creating or building-on protocols, procedures, and a customer-first culture that have, in part, contributed to a 30% increase in NPS during my tenure as well as an 83% reduction in handle time with our support team. As part of the operations team at interviewing.io I took over responsibility for the user-side of the company's customer-facing support functions in January of 2022, subsequently creating or building-on protocols, procedures, and a customer-first culture that have, in part, contributed to a 30% increase in NPS during my tenure as well as an 83% reduction in handle time with our support team.



Travelers

• United States
• Insurance
• 700 & Above Employee

• Sr. Business Systems Specialist

  • Oct 2014 - Jan 2022

  As part of the PI Platform group at Travelers, I managed the flow and prioritization of software/system discrepancies for around half a dozen internal applications supporting the Personal Insurance division. As with the rest of my team, I partnered with both business-side representatives and developers to ensure application related issues were resolved with appropriate urgency and in a satisfactory manner.My responsibilities included, but were not limited to:-Partnering with business application owners and application developers to document and appropriately prioritize application-related discrepancies-Communicating with business management and end users to both alert them to known issues and solicit feedback where needed to assist in research/resolution of discrepancies.-Acting as a SME for various major and minor systems initiatives-Advising technical support specialists (point of escalation) for proprietary applications.-Liaising between end users, management, and technical areas to ascertain the need for system enhancements and/or prioritize urgency for fixing discrepancies.-Communicating upcoming systems changes and initiatives to different audiences using business terminology and/or technical terminology as appropriate.-Managing, in-part, a large, business-critical MS Access database.

• Business Systems Analyst

  • Jan 2008 - Oct 2014

  For over six years I worked closely with 300+ end-users, several technical areas (Application Support, Telephony, and Desktop Support), as well as Sales management, Training, and other stakeholders to support personal insurance sales and sales-support operations in as many as 6 call centers across the U.S.My responsibilities included, but may not have been limited to:-Acting as a telesales SME for various major and minor systems initiatives-Real-time end-user technical support for proprietary applications.-Assisting with systems outage coordination and communication.-Liaising between end users, management, and technical areas to ascertain the need for system enhancements and/or prioritize urgency for fixing discrepancies.-Providing user-acceptance testing and production checkout for system updates, discrepancy fixes, and new initiatives.-Communicating upcoming systems changes and initiatives to different audiences using business terminology and/or technical terminology as appropriate.-Managing, in-part, a large, business-critical MS Access database.-Reviewing project requirements on behalf of the business area I supported-Managing work-flow for up to one indirect report on loan from the supported business area.

• Affinity Sales Consultant

  • Oct 2005 - Jan 2008

  I started my career with Travelers as a sales consultant servicing various affinity accounts. In this position I provided coverage counseling to potential customers, screened insurance risks against the company's underwriting criteria, and sold insurance policies in ~46 states.