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
2019.01 - 2024.09
- 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
2014.01 - 2019.01
- 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
2011.01 - 2014.01
- 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
2008.01 - 2011.01
- 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
2005.01 - 2008.01
- 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
2005.01 - 2007.01
- 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
2004.01 - 2005.01
- 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
2002.01 - 2005.01
- 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
2001.01 - 2002.01
- 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
2000.02 - 2001.01
- 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
2019.01 - 2024.09
PEAK Requirements Team Lead (remote)
GEICO
2014.01 - 2019.01
Corporate Compliance Team Lead (remote)
GEICO
2011.01 - 2014.01
Senior Quality Manager
GEICO
2008.01 - 2011.01
Regional Quality Administrator
GEICO
2005.01 - 2008.01
Legal & Regulatory Lead Analyst
GEICO
2005.01 - 2007.01
Cycle Adjunct Manager Sales/Service
GEICO
2004.01 - 2005.01
Cycle Service Supervisor
GEICO
2002.01 - 2005.01
Auto Service Trainer
GEICO
2001.01 - 2002.01
Auto Service Agent
GEICO
2000.02 - 2001.01
Bachelor of Science - Business Administration And Management
Old Dominion University