Dustin Fox

2277 Atkin Avenue  • Salt Lake City, UT  84109  •  dustin.fox@gmail.com  •  (801) 414-3138

August 2012 – July 2014: Product Manager - Data and Integrations; Base System, Ebix – Principal owner of core SmartOffice CRM platform’s data / integration tools and base system products. Develop short- and long-range product strategies and roadmaps. Manage end-to-end software development life cycle for product enhancements and new releases. Lead team of 4 Business Analysts and Quality Assurance Testers. Define and analyze product requirements and functional specifications. Manage customer and partner relations. Present product management and status metrics to senior executive team.

·               Managed a retail product management strategy that grew sales by 40% ($4.2M) annually, grew net revenue by $3.33M annually, and grew user count by 8% annually

·               Assisted in conceptualization of a metadata harvesting initiative which allowed real-time metrics reporting on Ebix products.

·               Slashed issue tracking efforts by 50% through implementation of new entry interface.

 

August 2010 – August 2012: Technical Business Analyst - WinFlex, Ebix – Provided high-level Client Services for insurance carrier product development teams. Aggregated client-billing reports on a monthly basis. Tested all fixes implemented for clients. Created procedures and routines to maintain and migrate client data. Scripted front-end interfaces for carrier illustration engines. Automated data-tasks. Worked with corporate partners to initiate new product strategies. Led a team of developers to implement product solutions. Incident Management and tracking. Continued to provide backup support for previous products I supported in the VitalSales Suite team.

·               Fully automated all data-migration tasks, increasing efficiency by 90%.

·               Rave reviews from clients, including emails to my direct superiors.

·               Learned to script and automate various tasks, increasing efficiency and customer satisfaction all-around.

 

December 2006 – August 2010: Client Account Manager – VitalSales Suite, Ebix – Provided high-level Client Services for top clients. Product Manager for three different products in the VitalSales Suite product line. Managed development staff to provide accountability, metrics and timely deliverables. Tested all bug-fixes and enhancements for tools. Regression-tested all tools on a quarterly basis. Tested all bug-fixes, enhancements for custom deliverables. Database manager for multiple databases affecting hundreds of thousands of life insurance agents. Provided top-level technical support. Demonstrated software to potential clients as referred from sales. Gathered requirements for enhancements to the application.

·               Implemented database migration that quadrupled database size, without any disruption to service.

·               Became the de facto go-to for all QA, BA, and database needs involving the entire VitalSales Suite platform.

·               Headed massive pilot campaign that resulted nearly 100% growth of two products, over a year.

·               Created generic custom log-in pages using HTML, CSS and JavaScript, reducing SSO implementation times by 70%.

 

December 2004 – November 2006: Technical Support Analyst, Ebix – Primary QA/Software Tester for EbixExchange software. Primary technical support contact for insurance agents, brokerages and carriers using EbixExchange software. Onsite representation and troubleshooting with local clients. Creation of all documentation regarding testing and bugs reports. Overhauled all testing documentation and processes for 7 different products and supplemental systems.

·               Impressed key clients who requested a face-to-face with me, helping improve client relations in the company.

·               Wrote and implemented all regression testing and documentation, including helping India resources automate regression testing.

 

August 2002 – April 2004: Technical Support Analyst, Envision Technology Solutions – Provided technical support to institutions using Envision claims-tracking software. Tracked all calls and reported bugs in software. Installed software remotely. Troubleshot all issues with clients. Worked with programmers to implement and deliver upgrades/fixes. Prioritized bugs and enhancements based on time and ability to deliver. Onsite client training. 24-hour Emergency availability for high-profile clients.

·               Won back loyalty of several frustrated clients who quit our software, representing large accounts.

·               Praise from coworkers and clients alike.

·               Year-end OSHA 1099 support during crucial time-lines.

 

B.A. English. University of Utah, 2002;
B.A. Chinese, University of Utah, 2002