Michele Ruggieri

Experience

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  Nationwide

  Aug 1992 - Apr 2022

  • Served as a System Test Analyst, writing test scripts and executing test scripts for high profile build projects to enhance the internal proprietary commercial web-based rating application and reduce the number of application questions for business owners’ applications and enhance the customer experience. • Improved Quick Quote for business owners and enhanced usability and vehicle data prefill for Business Auto. • Selected as the Agile Test Analyst responsible for executing test scripts for run capabilities for Salesforce and cross-browser compatibility testing for Commercial Lines web-based rating application. • Integrated test automation after a line shift of test automation developers, assisted with iterative testing for proprietary Member Center and Agribusiness Farm and support of Commercial Lines web-based rating application on an Agile line as a test analyst for rate and regulatory updates. • Oversaw Incident Ticket/ Rapid Response Support Management as a liaison to troubleshoot Commercial Lines web-based rating application incident tickets and fix or escalate issues. • Utilized troubleshooting applications and tools including Service Now, SQL database, Splunk, and New Relic. • Onboarded with cloud technology and completed LinkedIn cloud computing and support courses. Show less • Researched and analyzed the business needs and engaged with developers and stakeholders to gather requirements using the Rational Requirements Composer tool. Requirements were clear and concise. • Developed Application Enhancement Work Product documentation outlining the scope of projects and mapping out functional/non-functional requirements, including a significant Commercial P&C real-time quoting single sign-on initiative. • Spearheaded testing initiatives for agency management interface team with ongoing monthly run release efforts and off-day releases for server upgrades, created test cases, and scripts, and ran testing reports to measure results. • Established tester and test lead for agency management interface team downstream project initiatives and an extensive marketing storefront re-platform project. • Test Lead for remarketing upload and bulk analysis testing efforts and executed iterative testing phases. • Designed and implemented test cases and scripts and ran testing reports to measure results. • Implemented the Agent Gateway Client Management Application and Marketing Storefront Application as the Test Lead supporting monthly run release efforts. • Delivered customer service and agency management interface team product support, including real-time support. • Provided support of external agents and internal employees, including sales trainers and sales managers. Show less • Lead support rep & liaison between Help Desk and programming. Began in support as a Help Desk Rep in 1995. Started in Personal Lines Processing as a Processor in 1992. • Responsible for administration and quality assurance as the System Administrator within a production support team and managed proprietary admin system. • Oversaw release change control administration to release changes for developer staff. • Managed defects and reduced the escalation of defects through researching and analyzing issues with the quoting system and administration system utilizing strong problem-solving skills with attention to detail while working closely with the development team. • Operationalized high level of customer service to internal staff and agents. • Assisted with network phone installations of personal lines rating software and software components for agents. • Arranged first beta testing of Bridging, a new tool to allow agents to bridge quotes to rating software from their comparative rater. • Directed the first initial testing and analysis of a new internet-based proprietary rating system. • Conducted agency visits to install, train, and troubleshoot rating software and internet-based proprietary rating system and trained agents and internal staff, including sales trainers and sales managers. • Researched and analyzed incoming Help Desk calls as part of a QA team responsible for reducing calls by 30% after a thorough analysis of incoming calls. • Assisted the manager in interviewing job applicants and mentoring fellow peers. • Supported the new agency management interface integrated quoting project for independent agents with duties involving writing business requirements and change notifications to the vendor, leading the pilot phase, assisting with training and demos of systems, and working with the vendor to resolve issues. • Represented the company showcasing real time rating at the 2005 AMS/Vertafore Conference in Nashville. Show less

  • IT Sr. Technology Analyst

    Aug 2014 - Apr 2022

  • IT Sr. Systems Analyst

    Jan 1997 - Aug 2014

  • IT Systems Analyst/Help Desk Representative

    Aug 1992 - Jan 1997
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  AgencyBloc

  Nov 2022 - now

  Quality Assurance Analyst

  • Assists with quality assurance efforts on medium to large initiatives.• Creates test strategies, including functional, smoke, integration, performance, compatibility, usability, accessibility, and regression test. • Estimates test creation, data creation, and execution time for functional, security, integration, non- functional, regression and performance testing. • Creates test objectives, executes test plans, and test cases based on requirements and client/user scenarios. • Assists in the maintenance and execution of an automated regression test suite. • Investigates defects, issues, and risks within the product and facilitating resolution. • Collaborates closely with the product and client success teams to increase the quality of the product. Show less

• 

  Lovesac

  Nov 2022 - now

  PT Sales Associate (2nd job)

  • Utilizes Lovesacs proprietary selling process, providing each customer with outstanding service by greeting and acknowledging every customer, demonstrating all products, maintaining outstanding standards, comprehensive knowledge of the entire product line and by applying common sense and good taste at all times.• Responsible to exceed all goals and key performance indicators (KPIs) while promoting and selling Lovesacs products. • Represents Lovesac on social media platforms, showcasing features and benefits and the uniqueness of the Lovesac product platform.• Offers additional financing options to the customer including but not limited to Lovesac credit card and secondary financing programs, etc.• Consistently educates clients of current promotional offerings and products while maintaining knowledge of current promotional offerings and products. Show less