Louis-Arthur Hellein, Pmp, Cspo, Csm, Cpcu, Sa Email & Phone Number

United States

● Managed and prioritized product backlog for Allstate’s document services that allow customers to electronically sign packages, legal documents and provide various artifacts to Allstate electronically. Handling over 150,000 requests per week. ● Implemented the new Upload service that allowed customers and agents to provide necessary legal and administrative documents electronically. ● Actively lead ‘day to day’, ‘sprint to sprint’, ‘release to release’, and ‘portfolio level’ activities, related to building products and software services.● Drove the improvement of code quality by implementing new processes and procedures and leading tech debt review meetings and follow up action items● Improved document service API performance by 30% by reducing unnecessary service calls● Enabled electronic signature capability for Renters customers in Allstate’s newest sales system ● Rolled out the feature for customers to sign legal documents electronically in 3 additional states with the new sales system.

Virginia, United States

Lead two scrum teams to drive results through a clear analytical vision using Agile Scrum methodologies (i.e.,leading and participating in daily stand-up, sprint planning sessions, and team retrospective)Supervise, coach and mentor 17 analysts and developers (both java and .net) responsible for production support and bug triaging for the GEICO sales and service web-based and mobile applications Lead the communication efforts between developers, system architects, business analysts, and other personnel to translate desired business outcomes into approaches for technical implementation based on market demandsCreate and manage the project backlog based on customer feedback and needs, partnership requests, market changes and opportunities, as well as business prioritiesResponsible for prioritizing and managing workload for over 50 projects including management of timelines, team bandwidth, risk assessments and issue resolutions Responsible for managing relationships with various external partner and vendor groupsEnsure all stakeholder requirements and request are translated into features, user stories and acceptance criteria for developers and analystsAnalyze and support customer experience efforts for both internal and external customers for GEICO web-based applicationsResponsible for overseeing department key performance indicators to measure success and failure for department-led projects focused on system functionality and partner portfolio performancePresent to senior leadership and stakeholders to demonstrate business outcomes and project resultsCollaborate with other Technical Supervisors, Scrum Masters and Product Owners to streamline project workload and guarantee department efficienciesCoordinate and manage cross-functional IT led projects with various IT departments to successfully complete projects Create and analyze data flow diagrams and mock-ups to help improve customer experience for internal and external users

Managed and prioritized implementation of new features, enhancements, and maintenance of GEICO's customer Service applicationsLed a team of Business Analysts supporting the customer experience for payments, coverage changes and cross salesImplemented changes for Coverage, Esignature, Cross Sell, Retention Center, and Inet Service Counselor Sys (ISCS)Implemented online CHAT functionality for GEICO’s Customer application allowing customers to chat with service agents for the first time through the InSite applicationIncreased online Umbrella Sales referrals by 500% through improved displays and targeted offers using UX design methodologies and A/B testingIncreased online MOAT Sales referrals 150% by offering “teaser quotes” and improving referral interactionsIncreased online enrollments of customer opting in for text messaging by 75% through targeted “in process” offersProvided technical expert legal testimony through depositions and affidavits representing GEICO in claims casesIntegrated Legacy Service system with new Customer Search tool and Portfolio applications making it easier for agents to interact with 5 different service related applicationsCoordinated changes for 2 different Customer Service applications to allow the use of a new rating and underwriting structure to use a vender supported Vehicle History ScoreOversaw the decommissioning of 2 legacy Service applications ensuring all features and functions were distributed to other applications and departments.

Project Manager for Internet Sales application Payment Page redesign (Simplified Close Phase II). Created Project Management Plan and estimates. Coordinated design efforts and meetings with CDG and management. Coordinated the requirements creation and testing efforts with members of the team. Facilitated defect resolution with developers.Assisted with Portfolio project management tasks including project roadmaps, planning iteration tasks and work breakdown structures during the early phases on the project.Coordinated various logistics for 2 day Portfolio Workshop for 45 people representing over 14 different departments Coordinated Usability testing for the various Portfolio views and provided recommendations/feedback for improving results.Responsible for initial triage of Portfolio Defects, verifying priority and assigning Jiras to the correct ownersIdentified opportunities for improving the auto mobile sales Envoy application. Reviewed over 100 task items categorizing, organizing, and prioritizing them based on metrics, and level of effort. Created Envoy Road map which was used to schedule items for different releases.Testing Coordinator for Internet sales Driver and Vehicle pages (Simplified Close Phase 1) organizing the end to end testing across the team

Reviewed and/or edited User Requirements Documents, Business Detail Design Documents, Use Cases, View Specifications for Insite and OASISWritten, submitted, and coordinated Change Controls for enhancement to our Auto, Cycle, and RV systems which involved collaborating with programmers, business analysts and regional management to define requirementsImplemented accountability metrics for the Systems and Underwriting team meetings to improve communication and ensure follow up on pertinent issues Updated and maintained NC Specialty Vehicle rating calculator through Microsoft ExcelCoordinated communication for system outages and releasesSupervised 17 associates overseeing 4 different product lines with 9 different applications in up to 46 different states

Coordinated the implementation of the New Internet department A-mail guidelines to Internet associates Utilized my knowledge of grammar, punctuation, and spelling to review and edit emails sent to customersRepresented the Virginia Beach Regional Service center at the Exceed Kiazan event held in Plaza to evaluate and provide recommendations for the new Exceed billing systemFacilitated a 20% increase in Net Promoter Endorsement Survey results via A-mail coaching to associatesDeveloped and utilized various measures and reports to determine appropriate schedules and goals to maintain TIP, improve customer satisfaction, and improve productivity

Actively participated in Internet Sales process review to determine “Best Practice”Managed one of the two select testing sites for Internet Sales Chat process. Recommended types of reports, metrics, and strategies for using ChatManaged Internet Sales unit. Developed and executed a volume-based associate work schedule to reduce Internet Sales “Time In Process” (TIP) 126% (from 2:25 to 1:35)

Lead team through the systems and procedural changes associated with OASIS roll out to ensure a smooth transition. Managed 20 Underwriting associates with various underwriting functions: Internet Sales Underwriting, NBUS Specialists, and Western Union/Money Gram Payments Raised productivity of NBUS Specialists 189% from 9.5 policies per hour to 18 policies per hour via direct coaching efforts.Lowered Internet Sales TIP (Time in Process) 400%. (8 hrs to 2 hrs)