Nicholas Roundtree Email & Phone Number

Mcdonough, Georgia, United States

Macon

Provided analysis of GEICO’s billing system and triage to identify root causes for system issues and enhancements for assigned functionalities. Coordinated between development teams and product owners for solutions and testing for code changes prior to implementation. Worked with teams to write requirements for test plans and user stories.

Macon, Georgia

Maintained and enhanced customer facing reports by leveraging Microsoft Excel, SQL Management Studio and Microsoft Access. Automated daily, weekly, monthly, and trending reporting using VBA, Excel, and SQL, providing visualized data to management to assist with business decisions.

Macon, Georgia

Instructed strategies and techniques to new hires by documenting strengths, weaknesses, and accomplishments for each agent, writing and tracking SMART goals, coordinating with management team to transition agents from new hires to self-reliant proficient agents.

Macon, Georgia, United States

As the Web Page Admin I was responsible for: - Maintaining and building regional SharePoint webpage - Creating interactive process maps for agent call handling - Intradepartmental communication via department emails - Producing videos for training materials

Macon, Georgia Area

Insurance Counselor tasked with assisting existing customers make changes to their auto insurance policies via telephone. Served as team lead and champion assisting with training and call escalation.