Mickie Shono
Nashville,TN
Summary
With a proven track record at Velocity Risk, I excel in transforming end-user challenges into streamlined technological solutions, significantly enhancing operational efficiency. My expertise in User Acceptance Testing and adept problem-solving abilities have driven successful project outcomes and improved customer support processes, demonstrating a relentless commitment to excellence and innovation.
Overview
7
7
years of professional experience
Work History
Technical Operations Analyst
Velocity Risk
Nashville, TN
11.2021 - 11.2024
- Partnered with end users to troubleshoot issues related to platforms.
- Managed the queue for day-to-day items from the Operations Support, utilizing JIRA, based on the most urgent needs of the business.
- Translated end-user needs into technology requirements. Ensures processes are being maintained through day-to-day interactions with end users and technology.
- Assisted with UAT for each Sprint cycle and Hot Fix deployment.
- Ensured processes were maintained through day-to-day interactions with end users and technology.
- Documented root causes, or training opportunities, related to support.
- Communicated with end users, stakeholders, and project teams throughout the ticket lifecycle.
- Supported operations and technology leadership in the implementation of initiatives that drive forward the company roadmaps.
- Identified and escalated high-priority items to management when appropriate.
- Documented processes, procedures, best practices, and configuration changes.
- Resolved escalated customer service inquiries related to technical issues.
Operations Analyst
Velocity Risk
Nashville, TN
02.2019 - 11.2021
- Provided project management support for the development of new products, services, or processes.
- Worked with various business units to understand and document business processes and development. This included creating training materials, process frameworks, process flows, procedures, and job aids for internal staff and partner vendors.
- Managed the queue in JIRA for day-to-day items from Operations Support, based on the most urgent needs of the business, working with others in Operations and end users to troubleshoot issues related to platforms.
- Performed a detailed analysis of inquiries from agents and internal users.
- Communicated with end users, stakeholders, and project teams throughout the project and ticket lifecycle.
- Helped execute a continuous improvement strategy involving metrics and end-user feedback.
- Supported with developing and tracking key enterprise metrics and KPIs.
- Applied problem-solving skills to processes that have dependencies across applications and teams.
- Supported Operations and other leadership in the implementation of initiatives that drive forward the company roadmaps.
- Responsible for individually deploying process changes or working with implementation resources on larger process changes based on complexity.
- Identified and escalated high-priority items to management when appropriate.
Data Entry and Accounts Receivable Specialist
Velocity Risk
Nashville, TN
04.2018 - 02.2019
- Assisted with the Underwriting Team in inputting renovation updates from inspection and wind mitigation reports.
- Kept detailed notes during meetings and relayed information to co-workers through email.
- Identified errors in the data entry process and corrected them promptly.
- Processed payments, refunds and adjustments to customer accounts.
- Initiated contact with external auditors as needed during annual financial audit processes.
- Assisted in developing policies and procedures associated with Accounts Receivable activities.
- Processed and verified commission payments to agents on a monthly basis
Education
Bachelor of Arts - Graphic Design
Middle Tennessee State University
Murfreesboro, TN05-2013
Skills
- Customer support
- Support documentation
- Performance testing
- Problem-solving abilities
- Microsoft PowerPoint
- Microsoft Excel
Timeline
Technical Operations Analyst
Velocity Risk
11.2021 - 11.2024
Operations Analyst
Velocity Risk
02.2019 - 11.2021
Data Entry and Accounts Receivable Specialist
Velocity Risk
04.2018 - 02.2019
Bachelor of Arts - Graphic Design
Middle Tennessee State University
Similar Profiles
Channon DorrChannon Dorr
Underwriter 2 at Velocity RiskUnderwriter 2 at Velocity Risk
Sydney AkinakaSydney Akinaka
Assistant Underwriter at Velocity Risk UnderwritersAssistant Underwriter at Velocity Risk Underwriters
John CotterJohn Cotter
SQL Developer at Velocity Risk UnderwritersSQL Developer at Velocity Risk Underwriters
Madelynn LanziMadelynn Lanzi
Customer Service Staff Member at PublixCustomer Service Staff Member at Publix
Ja'Shon SnipesJa'Shon Snipes
Warehouse Worker at PepsiCoWarehouse Worker at PepsiCo