Confluence
Iseanee DeShazer
Austin,TX
Summary
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements. Showcasing a blend of product enhancement and analytical prowess with Hippo Insurance to enhance production health and partner satisfaction to over 90%.
Overview
7
7
years of professional experience
Work History
SR. Production Support Analyst
Hippo Insurance
04.2022 - Current
- Partner with Legal and Compliance to find optimal resolution on compliance related needs brought about thru internal and external channels.
- Develop and execute plans and tactics developed to achieve compliance, growth and profit.
- Deliver business value through business process improvement, organizational change, and / or technology integration.
- SME level analysis on production support systems resulting in maintaining and improving various areas of production health.
- Oversee countrywide (or multi-state) projects from start to finish as directed including roll out to all needed states and products.
- Respond to regulatory changes within assigned states.
- Prioritize insurance products and rating system projects.
- Conduct analysis and gather requirements for business and production issues and features, while serving as a liaison between internal and external stakeholders.
- Lead complex initiatives for IVANS partner solution to improve efficiency and reduce inconsistencies by 5% for more than 500+ insurance agencies, while simultaneously improving partner satisfaction over 90%.
- Collaborate with production, compliance and legal, as well as product and engineering via scrum stand-ups and other meetings to manage roadmaps, prioritize bugs, features and enhancements and refine backlogs.
- On-call support for high priority and high impact issues affecting production health pre and post release, while maintaining end to end communication with all impacted stakeholders.
- Provide strategic business impact assessment across product, program, and enterprise initiatives to ensure efforts are consistent with and achieve company objectives.
Product Support Specialist
Fiserv
05.2021 - 04.2022
- Direct support to end users while maintaining feedback, complaints and request in Zendesk.
- Collaborate with product owners and engineers on prioritizing product roadmap and backlog.
- Support the Product Owner in defining product KPIs aligned with broader business goals.
- Advocate for end users by actively measuring and analyzing existing products for opportunities to innovate and improve.
- Communicate effectively with partners, business and technical teams while maintaining strong relationships with relevant stakeholders.
Sr. Technical Support Analyst
Cybersource
05.2019 - 05.2021
- Work with Enterprise clients to understand needs and provide excellent service.
- Onboard new merchants by entering banking terminal details into configuration database systems and assisting with API connection to connect to Cybersource gateway solution.
- Increase sales of payment solutions such as fraud protection by educating prospects on benefits of products and services in comparison to current configuration.
- Follow up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Customer Service Specialist/Team Lead
Visa Inc.
05.2018 - 05.2019
- Increase efficiency and team productivity by promoting operational best practices.
- Record product or service failure complaints and notify appropriate departments.
- Prepare detailed reports on updates to project specifications, progress, identify conflicts and team activities.
- Coach team members in techniques necessary to complete job tasks.
- Establish open and professional relationships with team members to achieve quick resolutions for various issues.
- Train, oversee and mentor new team members to strengthen performance and job expertise.
- Review associate performance every week to identify training needs.
Sr. Technical Support Specialist
Alorica Inc.
12.2017 - 05.2018
- Resolve a diverse range of technical issues across Onstar Radio's and applications for customers and end-users across various time zones.
- Document all transactions and support interactions in CSM system for future reference and enhancing knowledge base.
- Explain technical information in clear terms to non-technical individuals to promote better understanding.
Education
Certificate - Scrum and Agile
ScrumAlliance.Org
TX12-2021
Certificate - JavaScript
Austin Coding Academy
Austin TX02-2020
Associate of Art - Accounting
Oklahoma State University
Oklahoma City05-2017
Skills
- Analytics
- Conducting design sprints
- Agile and Scrum Frameworks and lifecycle developments
- Backlog Management
- Requirements gathering
- Sprint Planning & Coordination
- Stakeholder communication
- User Advocacy
- Data Analysis
- Documentation and knowledge base creation
- Cross Functional Communication and collaboration
- Product Management
- Case/Ticket management
- Understanding of computing, security, and networking basics
- Basic competency with SQL
- Systems Integration, Phone, email, chat and E-ticket support
- Event Planning
- Leadership
- User-centered design process
- Software development lifecycle
- Incident management
- Application support
- Release management
- Product Roadmap
Software
Jira
Slack
Zoom
Coralogix
BigQuery
Google Analytics
Zendesk Ticketing System
Microsoft Office Suites
Google Cloud and SQL Database Configuration
Toolkit API, Secure Acceptance API, SOAP API, FLEX TOKEN API, VISA Checkout API, Google API, REST API,
Postman
Mural
Miro
Clubhouse
Bypass Software Solutions
Clover Payment Solutions
CyberSource Payment Gateway
HTML, CSS, Nodejs, NPM, JavaScript, ReactJS
Timeline
SR. Production Support Analyst
Hippo Insurance
04.2022 - Current
Product Support Specialist
Fiserv
05.2021 - 04.2022
Sr. Technical Support Analyst
Cybersource
05.2019 - 05.2021
Customer Service Specialist/Team Lead
Visa Inc.
05.2018 - 05.2019
Sr. Technical Support Specialist
Alorica Inc.
12.2017 - 05.2018
Certificate - Scrum and Agile
ScrumAlliance.Org
Certificate - JavaScript
Austin Coding Academy
Associate of Art - Accounting
Oklahoma State University
Similar Profiles
Claudia GironClaudia Giron
Producer Account Representative at Hippo InsuranceProducer Account Representative at Hippo Insurance
Chandra PenaChandra Pena
Senior Property Adjuster at Hippo InsuranceSenior Property Adjuster at Hippo Insurance
Marnica JeanpierreMarnica Jeanpierre
Customer Care Advisor at Hippo InsuranceCustomer Care Advisor at Hippo Insurance