Jeffrey Fox
Warner Robins,GA
Summary
Team-oriented IT Systems Analyst and Scrum Master with 8 years’ experience and an additional 8+ years working in the Customer Service industry. Adept in the Agile methodology mindset and assuring to match and exceed customer expectations not only through service skills but through addressing pain points of monitoring costumer behaviors. Adapt at collaborating with Business Stakeholders and addressing needs to offer creative solutions for customer needs.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Scrum Master
GEICO, Government Employees Insurance
Macon, GA
01.2020 - 10.2022
- Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews and sprint retrospectives.
- Led sprint reviews and planning meetings to promote full team engagement.
- Assessed each scrum team member's responsibilities and facilitated tasks to balance each employee's workload.
- Worked closely and listened to team members' feedback to identify issues and resolve conflicts.
- Used Sprint metrics to identify areas to improve Sprint Velocity.
- Performed Scrum Master Duties while performing Systems Analyst Role.
Systems Analyst
GEICO
Macon, GA
01.2020 - 10.2022
- SME (Subject-Matter-Expert) and Product Owner for GEICO's Centralized Services (Emergency Roadside Service, Glass, Salvage and Accident Tow).
- Developed and implemented Quantum Metrics Dashboard to provide real-time KPI metrics for our stakeholders. Creation of Dashboard allowed for tracking user interactions, engagement rates that allowed understand of trends and reporting.
- Owned troubleshooting and identifying permanent solutions for system defects reported.
- Managed software development lifecycle from requirement analysis to test planning, test case development and test execution.
- Resolved or escalated problem tickets to resolve user issues.
Software Tester
GEICO, Government Employees Insurance
Macon, GA
01.2016 - 01.2020
- Assessed software bugs and compiled findings along with suggested resolutions for development team members.
- Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches.
- Carried out tests to identify, report and repair bugs and glitches.
- Teamed on planned tests and time-sensitive ad hoc requests.
- Executed and optimized test cases to maximize success of manual software testing with consistent, thorough approaches.
- Mentored peers and applied knowledge to aid others.
- Created and provided presentations that trained on new software for Upper Management, Supervisors and Dispatchers.
Roadside Assistance Dispatcher
GEICO, Government Employees Insurance
Macon, GA
01.2014 - 01.2016
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Developed and implemented customer service policies and procedures.
- Received new orders, prepared documentation, and assigned personnel.
- Assisted in resolving customer complaints and grievances.
- Answered phone calls and responded to customer emails.
- Utilized customer feedback to improve customer service.
Customer Service Associate
Walmart
Warner Robins, GA
09.2007 - 12.2013
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer calls to answer questions about products and services.
- Informed customers about special promotions and provided detailed information for various products.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
High School Diploma -
Warner Robins High School
Warner Robins, GA05.2007
Skills
- Report preparation
- Complaint resolution
- Inbound and Outbound Calling
- Creative problem solving
- Key stakeholder relationship building
- Technical Support
- Customer interaction
- Project Management
- Excellent Communication
- Analytical and Critical Thinking
- Technical Writing
- Self-Motivated
Certification
- ASTQB/ISTQB Certification
- Lean Six Sigma
- Yellow Belt
Timeline
Scrum Master
GEICO, Government Employees Insurance
01.2020 - 10.2022
Systems Analyst
GEICO
01.2020 - 10.2022
Software Tester
GEICO, Government Employees Insurance
01.2016 - 01.2020
Roadside Assistance Dispatcher
GEICO, Government Employees Insurance
01.2014 - 01.2016
Customer Service Associate
Walmart
09.2007 - 12.2013
High School Diploma -
Warner Robins High School