Randall Jarvis Email & Phone Number

Scrum Master for Personal Lines teams within the Enterprise Data Organization.

• Led scrum events, managed team workload, and maximized team efficiency striving for successful completion of Sprint Goals.• Built Tableau dashboards combining Personal Lines policy and transaction data with call data allowing insights that were previously unavailable into call volumes, reasons for calls and the complexity of the calls.• Created front end reports with data visualization for Personal Lines showing trends. One report highlighted an opportunity to increase customer digital usage by 30%.• Other responsibilities included refining user stories, defining tasks and delivering potentially releasable product to the customer in each sprint.

Work At Home

• Automated data loads for several Personal Lines reports increasing on-time delivery by 85%.• Created front end reports with data visualization for Personal Lines showing trends. One report highlighted an opportunity to increase customer digital usage by 30%.• Devised solution to exclude work order pended time when calculating SLA in a mandatory report to track offshore efficiency for Commercial Market support. Increased metric accuracy by 37% allowing organization to better negotiate a vendor contract.• Headed project to convert 19 reports from PEGA to a stand-alone system in a compressed timeframe. Increased performance of reports and PEGA system by removing historical reports from the live server.• Collaborated with business partners and offshore resources to build SSIS ETLs and SSRS reports to support Personal Lines, Commercial Markets and Workforce Management.• Analyzed and improved existing processes to provide detailed, actionable data to CCRM and Commercial Markets.• Served as a member of Personal Lines Agile development team. Responsibilities included refining user stories, defining tasks and delivering potentially releasable product to the customer in each sprint.

Work At Home

• Updated timekeeping reconciliation to include more user interaction and allow for emailing of data grids to customers through .NET page.• Initiated a process for my team to identify, document, discuss, and track potential process improvements. The process allowed management and customers to evaluate potential changes to best allocate resources.• Acted as Subject Matter Expert for PEGA policy data. Retrieved and transformed data to build and maintain existing reports and run ad hoc reports.

Southington, Ct

• Spearheaded a high level project to convert 14 reports to a new telephony system using Toad for Oracle, SQL Server, SSIS and .NET. Required data mining, building ETL processes and bringing data together in front end report. Used project management skills to delegate tasks, keep team to project timeline and report progress to management.• Served as Subject Matter Expert for Genesys call data. Managed several call reports and ran ad hocs as needed.• Overhauled 9 existing processes to increase automation and improve on-time delivery by 50%.• Developed a process for team coverage of Work at Home staff during outages or natural disasters.• Built new process to reconcile two timekeeping systems tracking used time off, bought time and carryover time. Converted old MS Access based system to new Oracle based system. Enhancements increased accuracy by 75% and user compliance by 85%.

Developed new reports, tools, models, and processes as needed. Distributed regular and ad hoc reports. Identified and fixed potential issues. Provided first level analysis of reports.