Luke Balcom
Reeman,MI
Summary
A seasoned project manager and problem solver with ten years of experience in analytics. Offers a track record of consistently delivering valuable and actionable data to drive organizational profit and growth. Proficient in developing data and workflow solutions, adept at identifying crucial metrics and uncovering insightful discoveries. Demonstrated expertise in utilizing data to predict and reveal optimal business strategies, contributing to business expansion.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Sr. Product Analyst
GEICO
02.2023 - Current
- Use SAS, Snowflake & Power BI to monitor product changes, loss experience & sales performance.
- Analyze competitor P&L to determine market share and find opportunities.
- Prepare monthly performance summaries for executives.
- Train peers on Power BI and how to utilize Power Query and DAX to improve report creation
- Managed product backlog effectively to ensure timely delivery of high-priority features without compromising quality or scope.
- Suggest segmentation changes to increase product performance.
Supervisor Business Insights
Gerber Life Insurance Company
12.2021 - 02.2023
- Manage team of 6 analysts that provided development and support for business solutions using Microsoft Power Platform
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions, and common goals.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Created and managed employee and business forecasts in the 30-million-dollar range with accuracy 95%.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Managed multiple legal compliance programs and requirements
- Responsible for multiple SQL databases, tables, views, stored procedures, dimensions, facts and all associated ETL processes associated with them.
- Provide workflow analysis and optimization with Power Automate & Power Apps.
- Improved HR onboarding and recruitment time by 2 weeks.
- Conduct analysis on staffing and capacity planning showing marketing how call center staffing levels impact marketing efforts.
- Craft & Manage Call Center Incentive plans utilizing FCR, Shrinkage, and employee production.
- Manage budget, project timelines, expectations, and deliverables.
- Communicate & present data nuances and insights to executives and IT professionals.
Sr. Business Insights Analyst
Gerber Life Insurance Company
01.2015 - 12.2021
- Create, update, & manage critical business processes: ETL, databases, SQL views, stored procedures, apps, flows, reports, dimensions, facts, & security access.
- Developed intelligence-sharing dashboards, providing controlled company-wide access to collected data.
- Track & categorize call & email volumes and determine IVR pain points to optimize call flow and production targets.
- Create, Implement & manage call center yearly and monthly call/production modeling & forecasting (Monthly, Quarterly & Yearly).
- Create, Implement, & manage call center agent sales & service bonus incentives & compensation.
- Create, implement, and manage call center agent utilization, occupancy, and shrinkage reporting and analysis for 200+ staff.
- Built workflows and reporting for HR employee/contractor management and compensation analysis.
- Participate in all aspects of project planning from inception, technical design, development, testing, delivery, and monitoring of BI analytics solutions.
- Provide guidance, mentoring, training, and problem-solving assistance to other team members
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Set scope and requirements or business critical processes.
Sr. Telephone Representative
Gerber Life Insurance Company
01.2013 - 01.2015
- Spent 1 year as an intern on the Data Insights Team developing reports & dashboards.
- Taught myself SQL and designed call tracking and monitoring reports in Microsoft Access.
- Licensed Life & Health insurance agent.
- Handled Internal & External customers questions and complaints.
- Resolved issues between operations workflows and internal agents.
- Trained independent agent customer service team.
- Managed reporting for Quality Communications Team
Education
High School Diploma -
Newaygo High School
Newaygo, MI06.2006
Skills
- Predictive analytics
- Capacity planning
- Data modeling
- ETL (extract, transform, load) design
- Workflow Analysis & Development
- Power BI expertise
- Advanced SQL skills
- Snowflake
- Nexidia Speech Analytics
- Self-Motivated
- Staff development
Accomplishments
Crafted an process from the ground up to predict production from lead generation to conversion. Allowing us to improve spend in profitable marketing channels and strategies.
Certification
IBM Cognos Analytics – Author Reports Advanced (v11.0), 07/01/17
Timeline
Sr. Product Analyst
GEICO
02.2023 - Current
Supervisor Business Insights
Gerber Life Insurance Company
12.2021 - 02.2023
Sr. Business Insights Analyst
Gerber Life Insurance Company
01.2015 - 12.2021
Sr. Telephone Representative
Gerber Life Insurance Company
01.2013 - 01.2015
IBM Cognos Analytics – Author Reports Advanced (v11.0), 07/01/17
High School Diploma -
Newaygo High School
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