Joseph Tortorici
VIRGINIA BEACH,Virginia
Summary
Accomplished at GEICO, I leveraged data analysis expertise and cross-functional team collaboration to spearhead innovative solutions, significantly enhancing project outcomes. My leadership in adopting Agile methodologies and driving operations improvement showcases a blend of strategic vision and technical prowess, achieving streamlined processes and fostering a culture of continuous improvement.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Senior Technical Analyst II (remote)
GEICO
Washington DC
01.2019 - 09.2024
- Spearheaded efforts to improve collaboration between technical analysts and other departments, fostering a culture of knowledge sharing and mutual support.
- Streamlined technical processes by identifying inefficiencies and implementing improved solutions.
- Collaborated with cross-functional teams to develop innovative technology solutions for business needs.
- Championed the adoption of Agile methodologies within project teams, resulting in shortened development cycles and increased flexibility in response to changing business needs.
PEAK Requirements Team Lead (remote)
GEICO
Washington DC
01.2014 - 01.2019
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Enhanced team efficiency with the implementation of Agile methodologies and iterative development processes.
- Reduced project risks, identifying and addressing potential bottlenecks in the requirements gathering phase.
- Reviewed test plans and use cases to verify compliance with established business requirements.
- Advised developers on best practices for requirement implementation, ensuring cohesive system functionality.
- Developed training materials for end-users to facilitate smooth adoption of new system features.
- Managed requirement traceability, ensuring alignment across all stages of development and testing activities.
- Resolved ambiguities in requirements documentation, promoting clarity within technical teams and reducing rework efforts.
- Trained new team members by relaying information on company procedures and safety requirements.
Corporate Compliance Team Lead (remote)
GEICO
Washington DC
01.2011 - 01.2014
- Led cross-departmental teams in the execution of special projects related to corporate governance improvements.
- Promoted transparency throughout the organization by regularly updating and communicating compliance objectives, expectations, and achievements.
- Implemented corrective actions following internal or external audit findings to prevent future non-compliance incidents.
- Maintained up-to-date knowledge of industry trends and regulatory changes, providing informed recommendations for organizational adjustments.
- Advised executive leadership on potential impacts of new regulations, enabling proactive adaptation strategies.
- Reviewed contractual agreements with third-party vendors to ensure adherence to relevant laws and regulations.
Senior Quality Manager
GEICO
Virginia Beach, VA
01.2008 - 01.2011
- I managed a team of 15 associates who were tasked with monitoring all functions within our Regional Virginia Beach Office
- Drove innovation in quality management practices by staying current on industry trends, attending relevant conferences, and sharing insights with the wider team.
- Developed and managed efficient quality management systems for streamlined operations and reduced defects.
- Developed and delivered comprehensive quality training programs for employees at all levels of the organization to reinforce best practices and maintain a strong culture of excellence.
- Managed risk effectively by conducting regular assessments of potential threats to product quality or regulatory compliance and taking proactive steps to mitigate them.
Regional Quality Administrator
GEICO
Virginia Beach, VA
01.2005 - 01.2008
- Championed a customer-focused mindset within the organization; prioritized proactive engagement with clients to foster lasting partnerships built on trust, communication and mutually beneficial outcomes.
- Conducted regular Six Sigma training sessions for our Virginia Beach office (2.5k+) as we implemented a new process improvement structure that we rolled out countrywide
- Collaborated with cross functional departments and regions to ensure consistent handling across all functions
- Managed all process reviews and conducted several myself including a forms review which resulted in saving the company $1.2M by digitizing/automating our forms processes
- Developed a new quality assurance program in both our Motorcycle and Auto Underwriting debasements
- Mentored other greenbelts in their process reviews in more of a Blackbelt role
Legal & Regulatory Lead Analyst
GEICO
Virginia Beach, VA
01.2005 - 01.2007
- Managed legal and regulatory adherence for 30 different states for our motorcycle division
- Provided expert guidance on state and federal regulations, supporting organizational growth in a compliant manner.
- Enhanced regulatory compliance by developing and implementing comprehensive policies and procedures.
- Served as the primary point-of-contact for external auditors during examinations, ensuring seamless coordination across departments.
Cycle Adjunct Manager Sales/Service
GEICO
Virginia Beach VA
01.2004 - 01.2005
- In addition to supervising my own team of service agents, I was tasked with managing our department during our newly developed late shift. Given my proficiency with our systems and my background with auto service and training, I was uniquely qualified to handle these newly developed overnight sales and service teams
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
Cycle Service Supervisor
GEICO
Virginia Beach, VA
01.2002 - 01.2005
- Handled customer complaints and inquiries.
- Assisted with training and development of team members.
- Successfully managed high-pressure situations, maintaining composure while finding solutions to complex problems quickly.
- Managed daily operations of the service department, maintaining a high level of organization and productivity.
- Monitored team's performance and gave feedback when necessary.
- Established strong relationships with clients, ensuring their needs were met and promoting long-term loyalty.
- Updated job knowledge by attending workshops, training sessions and educational opportunities.
- Assisted in the recruitment process for new hires within the service department, contributing valuable input on candidate suitability based on experience requirements.
- Fostered a culture of continuous improvement within the service team, encouraging open communication and collaborative problem-solving to overcome challenges.
- Conducted regular performance reviews for staff members, identifying areas for growth and providing constructive feedback.
Auto Service Trainer
GEICO
Virginia Beach VA
01.2001 - 01.2002
- Identified areas of improvement within the service department, conducting targeted training to address specific needs.
- Facilitated cross-departmental collaboration to ensure consistency in customer service practices across all areas of the organization.
- Served as a mentor to junior employees, providing guidance and support in their professional development.
- Fostered a culture of continuous learning by encouraging employees to seek out additional educational opportunities outside of formal company-provided trainings.
- Conducted regular evaluations of current service practices, making recommendations for improvements where needed.
- Worked with management to identify skills and knowledge required for success.
- Collaborated with subject matter experts to assess relevance of training documents. using best practices to develop or update new documentation.
- Developed department training programs to provide employees knowledge and tools necessary to improve personal performance and development.
Auto Service Agent
GEICO
Virginia Beach, VA
02.2000 - 01.2001
- Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
- Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
- Assisted clients with inquiries, resolving issues promptly and professionally for improved client relations.
- Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.
- Upheld company reputation by adhering to strict guidelines regarding privacy protection when handling sensitive client information.
- I was licensed in 45 states to handle all matters relating to personal auto insurance
Education
Bachelor of Science - Business Administration And Management
Old Dominion University
Norfolk, VA05.2018
Skills
- Data Analysis Expertise
- Business intelligence tools
- Project management experience
- Cross-Functional Team Collaboration
- Cloud Computing Platforms
- Continuous Integration Practices
- IT Infrastructure Understanding
- Agile Methodology
- Project Management
- Performance Tracking
- Technical reporting
- Enterprise Architecture
- Trend Analysis
- Business Process Workflow
- Operations Improvement
Certification
Microsoft ADO Certified (AZ-900)
Timeline
Senior Technical Analyst II (remote)
GEICO
01.2019 - 09.2024
PEAK Requirements Team Lead (remote)
GEICO
01.2014 - 01.2019
Corporate Compliance Team Lead (remote)
GEICO
01.2011 - 01.2014
Senior Quality Manager
GEICO
01.2008 - 01.2011
Regional Quality Administrator
GEICO
01.2005 - 01.2008
Legal & Regulatory Lead Analyst
GEICO
01.2005 - 01.2007
Cycle Adjunct Manager Sales/Service
GEICO
01.2004 - 01.2005
Cycle Service Supervisor
GEICO
01.2002 - 01.2005
Auto Service Trainer
GEICO
01.2001 - 01.2002
Auto Service Agent
GEICO
02.2000 - 01.2001
Bachelor of Science - Business Administration And Management
Old Dominion University