Scott Toohey, Safe Sm / Spc Email & Phone Number

Los Angeles, Ca, Us

San Antonio, Texas, Us

Manage government relations engagement and represent USAA for the states of California, Washington, and Oregon

Woodland Hills, Ca, Us

Coached Business Insurance Agile Release Trains, which manage the front and back-end underwriting (PEGA), policy processing (Mainframe / COBOL), and proprietary billing applications for $2 billion commercial insurance business.Key Accomplishment: Identified critical team success metrics, developed tracking dashboard, and implemented focus items such as increased refinement and enhanced defect intake, leading to across-the-board improvement, including an ~ 50% reduction in cycle time (50 days to 30 days).• Directly led a team of five scrum masters, three of whom were approved for promotions through my coaching. Also earned an average employee experience rating of above 90% from direct reports.• Led Quality Assurance Community of Practice and actively participated in DevOps and Quality Engineering communities, surfacing, and implementing opportunities such as behavior-driven development that led to 30% decrease in production defect leakage (from 60 to 40 monthly average defects).

Woodland Hills, Ca, Us

Transformation coach for Service Operations Agile Release Train, which manages our Salesforce customer and agent customer service application that serves more than 10 million households and 48,000 insurance agents. Key Accomplishment: Launched 10 new teams, guided team structuring, observed and provided feedback in all ceremonies, and implemented feedback for the Lean-Agile Center of Excellence.• Facilitated the training and certification for over 150 Scrum Masters across the enterprise with satisfaction scores above 95%, to meet the urgent needs of our organization-wide transformation. • Significantly improved intake process for new enhancements, enabling product managers to prioritize work more effectively and accurately from almost 10 distinct key business unit stakeholders.

Woodland Hills, Ca, Us

Scrum Master for Business Insurance Agile Release Train responsible for managing IT applications that support package insurance policy for small businesses.Key Accomplishment: Improved continuous deployment pipeline by leading effort to improve process of fixing defects found during regression testing, decreasing regression testing suite completion time by 60%.• Drove team and process accountability to ensure features were delivered on time, including enhancement to business income loss coverage that increased customer experience and premiums by more than $100k.• Led team in adopting automated testing strategy, enabling train to complete effort to expand product offering to New Jersey three sprints ahead of schedule.

Woodland Hills, Ca, Us

Led strategy development and execution as well department-wide projects and communications efforts, reporting directly to the President of Business Insurance, for the more than 1,000 employees in the business unit.• Drove business adoption of the Scaled Agile Framework (SAFe®), including launch of Lean Portfolio Management team of executives that review and prioritizes all initiatives estimated at more than $1 million.• Facilitated quarterly executive strategy sessions and led execution of focus items, including initiative to decrease average underwriting response time to target quote submissions by 75%.

Woodland Hills, Ca, Us

Managed all key initiatives, executive briefings, and leadership team coordination, reporting directly to the Head of Government and Industry Affairs, for the lobbying, public policy, political action, and regulatory affairs teams.• Drove strategic review of department operations and executed measures that resulted in $5 million savings through reduction of unnecessary expenditures while empowering employees to work at their full potential.• Lobbied Los Angeles City Council members regarding minimum wage increase ordinance and secured legislative correction related to compensation that insurance agents provide to their employees.

Woodland Hills, Ca, Us

Performed in-depth research and analysis to write and distribute policy position papers and meeting briefings for state and federal lobbying teams.• Led a campaign that resulted in a new digital customer notification system yielding $1 million in annual savings.• Launched and maintained department website, which is visible to over 35,000 employees and insurance agents and is used to encourage grassroots political engagement.

Woodland Hills, Ca, Us

Aggregated, synthesized, and administered all data and supporting information used by government affairs teams driving political and regulatory advocacy and action.• Developed customized advocacy brochures by working with 12 departments to collect 20 data points / short narratives on Farmers Insurance economic and social contributions in each state.• Prepared quarterly regulatory activity trends report summarizing state-by-state implementation of thousands of regulations, used by senior leadership to prioritize customer experience activities and product rollouts.

Woodland Hills, Ca, Us

Maintained the state-by-state and specific line of business licenses for the almost 50 distinct entities affiliated with the Farmers Insurance group of companies.• Managed the regulatory company licensing activities associated with a high-profile, company-wide initiative to consolidate entities that were part of multi-million-dollar acquisition.• Ensured full company licensing compliance prior to East Coast market operational expansion, opening Farmers products to eastern states for the first time in the company’s history.

Zurich, Zurich, Ch

• Assisted in the development of the New Contracted Agents channel initiative• Translated a press release announcing the cooperation between Zurich (Taiwan) and a leading local bank• Prepared a draft bilingual presentation to be given by the CEO regarding new legal and compliance procedures

La Jolla, Ca, Us

• Served as a mentor and advisor for 120 sophomores in the on-campus apartments• Planned and executed numerous educational and social study breaks• Extensively trained in basic counseling and cultural sensitivity

La Jolla, Ca, Us

• Assisted in the selection process of 10 orientation leaders and coordinated the two-month training process• Designed and executed four orientation sessions that included over 500 incoming freshmen• Supervised orientation leaders and supporting staff during the program

• Drafted formal letters to be sent from the Assemblymember to district residents and supporters• Functioned as the initial contact point for concerned and frustrated constituents• Monitored pertinent legislation and voter response to assist the Assemblymember

B.A, Political Science-International Relations, Chinese Studies

Intensive Chinese Language Program, Mandarin Training Center