I have several years experience working in high stress tight deadline jobs. Originally I started in construction leading a team on large projects. Eventually I moved into the Gerber Life Insurance call center.While at Gerber within 2 years I had moved from a telephone representative to a senior position on the Performance Solutions Team where I handled questions from internal and external agents and resolved customer complaints. I co-trained the initial agency care business team when we started to support external agencies. Since then, I have developed skills in SQL, Power BI, Cognos, and the Power Platform. I eventually moved to a supervisor position on the Business Intelligence team and was able to participate or lead in projects that involve call routing, agent incentives, call center forecasting, agent targets, and operations integration. Participating in these projects from conception and design to implementation. I eventually moved on to GEICO where I have been able to learn more about the insurance business as well learn new tools such as Snowflake. I love being able to tell a story with data and work with a great self-led team that loves what they do.
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Sr. Forecast AnalystAaa Life Insurance CompanyHolton, Mi
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Sr. Insurance Product Analyst IGeico Feb 2023 - PresentMaryland, United StatesSupport Product Managers and Senior Management to evaluate product performance and prepare proposals for product changes. Analytical responsibilities include: Reviewing statistical exhibits and reports prepared by other teamsAnalyzing large and complex data setsInterpreting and presenting results of their analysisDesigning and executing monitoring plans for new product changes. Work directly with stakeholders and perform complex analysis and research with limited supervision. Report findings to key stakeholders and acting as their point person when they have questions about results.Communicate and summarize complex information into management ready briefs and presentations. Transform large datasets from complex systems to produce actionable insights and present the results to stakeholders at all levels within the company. -
Supervisor Business InsightsGerber Life Insurance Company Dec 2021 - Feb 2023Fremont, Michigan, United StatesProvide management of prioritization, execution, maintenance, and distribution of reporting for Contact Center KPIs for individuals, teams, cohorts, and initiatives, including marketing programs that depend on Contact Center interactions.Support Gerber Life management team by performing analysis to provide insights and recommendations into Contact Center operations and marketing programs.Serve as SME in Contact Center metrics providing input, analysis, and data to support key initiatives across the business. Maintain and improve collaborative relationship with I.T. managers and specialists, representing Contact Center reporting needs, resolving data discrepancies, improving accuracy and data stream efficiencies.Develop a strong reporting team through training, development, guidance, feedback, coaching, motivation and supervision of direct reports. Identify needs, remove obstacles and foster individual accountability and engagements to deliver or exceed team and individual objectives -
Sr. Business Insights Data AnalystGerber Life Insurance Company 2015 - Dec 2021Michigan, United StatesA Leader in a team of analysts that provides development & support for business solutions. Work with key stakeholders to develop and implement data driven changes in the call center and operations environment. Participate in all aspects of the workstream planning process including inception, technical design, development, testing, delivery, and monitoring of BI analytics solutions.Ensure the success of projects and initiatives by communicating data nuances and insights to all levels of the company (from VP to everyday business user) in a clear and concise manner. Provide analysis, recommendations, and reporting for marketing, operations, and the call centerCreate, update, & manage business processes: ETL, databases, SQL views, stored procedures, apps, flows, reports, dims, facts, & security access. In-depth understanding of relational database design & development. In-depth understanding of call routing and monitoring solutions such as i3 & Nexidia.
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Sr. Telephone RepresentativeGerber Life Insurance Company Jan 2013 - 2015Fremont, Michigan, United StatesLicensed life insurance representative that handled external and internal customer interactions and relationships. Resolved escalated customer complaints and resolved conflicts between operations workflows and internal agents. Provide training, coaching, and guidance to internal agents. Managed reporting for the Performance Solutions Team. Interned for the Business Insights team providing reporting for the Call Center.
Frequently Asked Questions about Luke Balcom
What company does Luke Balcom work for?
Luke Balcom works for Aaa Life Insurance Company
What is Luke Balcom's role at the current company?
Luke Balcom's current role is Sr. Forecast Analyst.
Who are Luke Balcom's colleagues?
Luke Balcom's colleagues are Angelique Bennett, Celestine Sears, Alexa Vazquez Aaalife, Steven Washington, Clu®, Chfc®, Paul Porter, Timothy Berkley, Mike Beydoun.
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Lucas Balcom
Undecided At Tulane University Looking To Expand Their Repertoire Of Skills And Expertise.New Orleans, La
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