Joshua Bright Email & Phone Number

Duncanville, Tx, Us

New York, New York, Us

I'm currently leading the implementation of a company wide RPA program using Automation Anywhere. This requires evaluating manual processes for automation readiness, designing and programming task bots, all phases of testing, deployment, maintenance and providing performance metrics to Senior Management. As of September 2019 I've deployed three bots to production, each operating at <5% error rate. I plan to deploy several more bots this year.In addition to leading the RPA program I also represent the Distinguished Express division as the Agile Product Owner. This includes working with IT Business Analysts to prioritize the backlog, facilitate UAT, complete scope documents and requirements and ensure ticket qualityAdditional projects completed in during my tenure in this capacity include:Revising the Bug prioritization method resulting in a significant reduction in time spent manually prioritizing, quicker response time to high priority Bugs and increased stability of the policy management system. This also allowed for more clarity into Bug activity by providing bi-weekly reports to management detailing Bug opening and closing statisticsWork with business SME's and project owners to ensure complete and accurate submission of project requests. This includes authoring User Stories, Scope Documents, Business Cases, Development Requirements and Test PlansEvaluate project concepts for IT effort, internal and external value, compliance requirements and long term corporate strategy.Leverage our off-shore, back office processing team to execute end-to-end user testing using comprehensive Smoke test plans completed at key stages of the Sprint.

New York, New York, Us

Evaluate and quote new business submissions with an emphasis on quick turn around and accurate risk assessment.Refer complex and high value submissions to AIG for review by preparing a detailed risk summary as well as obtaining and reviewing relevant auxiliary documents.Assist brokers in understanding the Vacant Building and Builders Risk programs and guiding them through the submission process. Also provide broker support and assistance for the Duck Creek online quoting system.Maintain an open and productive communication with marketing in order to respond to broker feedback and identify areas of opportunity.Responsible for triaging and prioritizing IT tickets for VB & BR bugs and enhancements. This includes soliciting insight from the overseas processing team RSP, Marketing, the Customer Care team and VB/BR underwriting.Authored the specifications for a battery of Broker Portal revisions and enhancements that increased the amount of new business that can be quoted online without the need for underwriting review.Collaborated with the Customer Engagement team in NYC in enhancing the functionality and optimizing the performance of Salesforce.

Worked closely with the IT department in the development, testing and integration of new systems and the maintenance and enhancement of existing systems.Authored the user specifications for consumer and agent online endorsements and guided the project through release.Created video training materials for the agent websiteWorked with Product Management on numerous projects including the design and development of consumer and agent websites. This included collaborating with an overseas design firm and meeting ambitious deadlines.Completed in-depth analysis of existing methods of handling complex issues, compiled reports charting patterns and trends and providing suggestions for enhancements.Performed monthly call audits on Call Center and underwriting staff and assisted with performance evaluations.Notified Call Center and underwriting staff of procedural updates, program changes and system issues.Responsible for administering new hire training as well as continuing training of Call Center and Underwriting staff including creating and conducting training classes and administering exams.

Birmingham, Alabama, Us

Assisted Call Center staff with escalated calls, clarifying procedures, interpreting guidelines and evaluating risk acceptability.Assisted with new hire training as well as continuing training and coaching of staff.Responded to and resolved agency and policy holder complaints and complex issues.

Birmingham, Alabama, Us

Primary point of contact for policy holders and agents for policy and program guideline inquiries and processing endorsements.Responsible for providing friendly and accurate customer service while offering solutions and options for the callers concerns.