Justin Spencer
Buffalo,New York
Summary
Analytical professional prepared for this role with extensive experience in data analysis and interpretation. Known for delivering actionable insights and driving process improvements that align with business goals. Highly collaborative team player with focus on achieving results and adapting to changing needs. Skilled in statistical analysis, data visualization, and project management.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Omnichannel Data Optimization Analyst
GEICO
Getzville, NY
10.2024 - Current
- Collaborated on the implementation of a NLU-based AWS IVR system, replacing outdated DTMF-based Cisco technology to improve user experience.
- Evaluated IVR processes to pinpoint inefficiencies and delivered actionable insights to optimize user experience and increase self-service effectiveness.
- Created advanced reporting tools using Power BI to support effective identification and resolution of misdirects within the contact center.
- Analyzed existing call flows and routing strategies, implementing adjustments to optimize IVR functionality and accurately map call intent.
- Executed thorough analysis of missed utterances in NLU IVR to optimize functionality of Amazon Lex bots.
- Spearheaded discussions with unit leaders from contact center operations, product, and engineering to strategically prioritize major improvement opportunities within the IVR framework.
- Developed and implemented strategic reporting tools for enhanced decision-making across departments.
- Collaborated with cross-functional teams to streamline workflows and increase operational efficiency.
Data Analytics Engineer
GEICO
Buffalo, NY
09.2021 - 10.2024
- Designed and built multiple core business reporting dashboards using Power BI and Tableau to support the contact center and provide management with essential data, with a focus on the voice and chat channels.
- Managed several projects including the development of viable data and reporting from the AWS Connect platform.
- This included setting goals and expectations, communicating with stakeholders, coordinating with different parties and ultimately ensuring that viable and accurate reporting was developed.
- Met with stakeholders to establish favorable business relationships and support mutually beneficial interests.
- Assessed impact of current business processes on users and stakeholders and evaluated potential areas for improvement.
- Acted as liaison between clients and technical associates, translating complex ideas into easy-to-understand explanations.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Developed advanced analytics models to drive data-driven decision-making.
- Transitioned reporting sources from DB2 and SQL as a primary sources to Snowflake
- Designed Snowflake tables to assist in building reporting through Power BI
- Responsible for maintaining and updating several SQL tables, SSIS packages, SAS Runs, and other various ad-hoc excel reports as requested by the business.
SAS Programmer/Business Analyst
GEICO
Buffalo, NY
12.2019 - 09.2021
- Ran large scale data analysis for several major product projects and provided recommendations based on the analysis that were used by the business to make key business decisions
- Used SAS and SQL on a regular basis to perform daily, weekly, monthly and ad-hoc data requests
- Collaborated with the regional product team and regional management on data projects that involved detailed analysis and large amounts of data
- Discovered data reporting issues and assisted in troubleshooting, both through data pulls and system analysis, to determine the exact source of the data issues
- Maintained and updated Key Performance Indicator (KPI) files for the R8 departments of Sales, Service, and Underwriting
- Built a new Key Performance Indicator for the Underwriting Department that allowed for better tracking of productivity and better management of associates.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
Regional Workforce Coordinator/Service and Sales Metrics Analyst
GEICO
Buffalo, NY
06.2018 - 12.2019
- Helped develop various reporting mechanisms including pulling data directly from telecom servers by designing SQL queries
- Managed real-time inbound call traffic across multiple contact center locations.
- Optimized schedules, forecasts and other tools to present to management.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Developed a monthly VCC efficiency report at the request of senior management for both the Sales and Service departments to highlight productivity opportunities across the various locations of the VCC
- Produced core metric reports on a daily, weekly and monthly basis for both sales and service for metrics such as Retention Center, Surveys, Reissue Per Touch, and CPD
- Responsible for forecasting our region’s Internet Service Department, which includes leading VCC-wide calls with various levels of management
- Responsible for maintaining Team Builder which was a SQL database housed in region.
- Coordinated staffing schedules to optimize workforce efficiency and meet operational needs.
Licensed Property Sales Representative
GEICO
Buffalo, NY
06.2013 - 06.2018
- Sold Homeowners Insurance, Renters Insurance, Condo Insurance, Jewelry Insurance and Identity Theft Coverage in 49 states with over 9 different partner companies
- Each partner had their own unique underwriting standards.
General Manager
Econo Lodge Hotel
Niagara Falls, NY
05.2009 - 06.2013
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Developed and maintained relationships with customers and suppliers through account development.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Responsible for running the day-to-day operations of the business and developing the annual business plan
- Forecasted rates and occupancy to generate maximum revenue
- Responsible for designing and developing the hotel’s advertising strategy
Education
Bachelor of Arts - Economics
University of Rochester
Rochester, NY05-2009
Skills
- Data Analytics
- Data Visualization
- SQL and SAS
- Microsoft Power BI and Tableau
- Trend Data Analysis
- Project Management
- Salesforce and Snowflake
- Analysis Summary
- Data Mining
- Data-driven decision making
Certification
- CPCU - Chartered Property Casualty Underwriter
Timeline
Omnichannel Data Optimization Analyst
GEICO
10.2024 - Current
Data Analytics Engineer
GEICO
09.2021 - 10.2024
SAS Programmer/Business Analyst
GEICO
12.2019 - 09.2021
Regional Workforce Coordinator/Service and Sales Metrics Analyst
GEICO
06.2018 - 12.2019
Licensed Property Sales Representative
GEICO
06.2013 - 06.2018
General Manager
Econo Lodge Hotel
05.2009 - 06.2013
Bachelor of Arts - Economics
University of Rochester