Jay Delazier Email & Phone Number

Glen Allen, Va

Assisted in day to day operations by managing workload for over 50 account specialists and acting as point of contact for Sr. Leadership and external customers for reporting purposes. Provided guidance to account specialists and analysts to facilitate career growth.Strengthened productivity: Created over 75 processes for Servicing,Technology and Quality Assurance resulting in 60% efficiency improvement.  Transformed and elevated the career path of others: Established careerdevelopment road maps for Account Specialists and Account Analystsresulting in 6 associates being promoted internally and in external positions.  Increased revenue by steering the day to day operational needs:Monitored the performance of service and marketing departments, identifiedstrategy misalignment, process gaps, and quality opportunities, andprovided senior leadership with recommendations resulting in increased business efficiencies and reduced manual work. Reduced knowledge gaps among leadership, stakeholders and execution teams: Created and facilitated crossfunctional training for 100+ new hire and seasoned associates at all levels of the organization.  Mastered out of the box thinking: Developed creative alternative solutions to circumvent system limitations allowing for insurance policy processing to continue and new business sales to continue, resulting in $1M in revenue.

Glen Allen, Va

Completed end to end and functional testing in both waterfall and agile testing environments. On boarded team of offshore workers, managed their workloads and communicated with Sr. Leadership. Spearheaded the software transition project impacting 6K+ employees: Lead the organization’s conversion from Lotus to SharePoint, by being the single point of contact for the Program Manager and IT, providing solid direction to project team executing the transition, and conceptualizing solutions with business value-based recommendations.  Optimized project health and improved team efficiency: Scheduled and supervised daily stand ups that provided status updates to offshore team, and managed offshore team through functional, performance, and end-to-end testing.  Reinvented leadership reporting: Developed system trend reporting for Senior Leadership, to support troubleshooting,future implementation strategy decisions, and process improvements.

Glen Allen, Va

Created and maintained procedures to comply with company guidelines and federal laws. Acted as point of contact for questions pertaining to the proper usage of filed forms and implementation of procedures for the automobile line of business to determine whether insurance policies would be in compliance.Conducted comprehensive quality audits of company training programs: Reviewed all training materialscompanywide for accuracy and collaborated with HR, Training, and Leadership to implement necessary changes.  Provided direct support to change management initiatives: Effectively communicated new and improved processes and procedures across the organization, ensuring all risks, impacts, wins, and next steps were included.  Proven track record in positive vendor relationship management: Managed relationship with Nippon, KOA, and Global Partner Services-Hartford business units. Successfully built relationships with auto dealers within business portfolio,established as the Point of Contact and Subject Matter Expert for the Auto Dealers program for the entire company.  Enabled revenue growth across the company: Created and implanted 100+ process in Field Support team mitigating risks to customer accounts, improving production 70%, and reducing defects by 65%.

Glen Allen, Va

Utilized skills learned during prior role to write requirements documents in order to implement system changes in a waterfall testing environment. After implementation, I provided functional testing in four different testing environments and production roll out to ensure that changes would not negatively impact end users. Demonstrated methodical, detailed-oriented approach to User Acceptance Testing: Executed functional testing for four different testing and production environments, documenting high risk discrepancies, process breakdowns, and operating conflicts.  Empowered leadership to make well-informed and results driven decisions: Created data tracking reporting that identify gaps and trends, enabling leadership to make cost savings business decisions.  Collaborate with stakeholders to Influenced business decisions: Consulted with Senior Leadership, Analysts, and Developers, making recommendations and direction to prevent test scenarios from being built incorrectly.

Glen Allen, Va

Mediator for system enhancements ensuring 100% success: Collaborated with customers and Developers to ensure business needs communicated and leadership had clear understanding of system enhancements. Conducted research and documented requirements: Engaged in strategic efforts of the organization and business specifications to document requirements to implement system changes.