Business Analytics Manager Sr
Current
Feb 2023 - Present
AeroLeads people directory · profile
Michael Spence Email & Phone Number
Business Analytics Manager Sr
at
PNC
1 work email found
@statelineprocleaning.com
LinkedIn matched
✓ Verified July 2026
4 data sources
Profile completeness 100%
Current company
Role
Business Analytics Manager Sr
Location
Pittsburgh, Pennsylvania, United States
Who is Michael Spence? Overview
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Quick answer
Michael Spence is listed as Business Analytics Manager Sr at PNC, based in Pittsburgh, Pennsylvania, United States. AeroLeads shows a work email signal at statelineprocleaning.com and a matched LinkedIn profile for Michael Spence.
Michael Spence previously worked as Business Analytics Manager at Pnc and VP, Business Analytics Staff Manager at Pnc. Michael Spence holds Bachelor'S Degree, Business Administration And Management, General from Madison University.
Company email context
Email format at PNC
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{first}.{last}@statelineprocleaning.com
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AeroLeads found 1 current-domain work email signal for Michael Spence. Compare company email patterns before reaching out.
Profile bio
About Michael Spence
Highly accomplished management professional with excellent professional track record. Proven ability to train, evaluate, and lead employee teams in quality assurance, client service, and process improvement. Demonstrated skill driving technology projects through all life cycle phases to timely and accurate completion. Extensive expertise enhancing first-call resolution, representative performance, and call handling speed. Recognized as a creative and effective strategic planner, decision maker, and troubleshooter.
Listed skills include Call Centers, Project Management, Quality Assurance, Data Analysis, and 33 others.
Current workplace
Michael Spence's current company
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11 roles · 28 years
Michael Spence work experience
A career timeline built from the work history available for this profile.
Business Analytics Manager
Manage a staff of 2 Operations Supervisors directly and 8 Agents indirectly. Create all Operational Processes for Corporate clients in our new MDM system. Partner with Technology on design solutions to improve Operational Efficiency. Application owner for field request database. Vendor Manager for several third party vendors.- Automated a manual 9 minute process that now takes 2 minutes, this process accounted for 65% of our departments work- Due to automation I was able to expand our departments responsibilities- Increased Gallup Scores
Mar 2019 - Feb 2023
Vp, Business Analytics Staff Manager
Developed 2 agents into Supervisor roles. Managed a staff of up to 12 agents to support C&IB and other Lines of Business with data entry, customer service and basic technical support responsibilities. Created standard monthly reporting to enable reverse coaching to reduce the amount of requests. Created a standard training program so all agents are trained the same way. Enhanced the Hotline website and database to gain efficiencies and enable proper auditing to be completed.
Mar 2018 - Mar 2019
Vp, Client Solutions Manager
Managed a staff of up to 12 agents to support C&IB and other Lines of Business with data entry, customer service and basic technical support responsibilities. Created standard monthly reporting to enable reverse coaching to reduce the amount of requests. Created a standard training program so all agents are trained the same way. Enhanced the Hotline website and database to gain efficiencies and enable proper auditing to be completed
May 2011 - Mar 2018
Quality Manager
Developed and implemented a quality assurance program in 3 departments. Developed reporting and communicate trends with all levels of management. Facilitated all new hire and embedded base training on the various quality programs created. Created motivational programs to promote the quality program roll out. Lead the activities for Customer Service Appreciation week. Trained Team Leaders and Supervisors on how to effectively coach agents
Apr 2009 - May 2011
Quality Manager
Trg Customer Solutions
Trained, assigned, and lead staff of 8 in all call center quality operations across 4 call centers for various campaigns. Analyze and report client service transactional survey results to senior management and client services, communicating trends and devising action plans. Shared best practices and calibrated internal quality results to survey results across call center areas. Mentor supervisors in coaching and motivation.
Oct 2008 - Apr 2009
Customer Satisfaction Supervisor
Trained and led a staff of 24 representatives for the call center. Created and documented all methods and procedures for the call center. Merged the I.T. help desk and Customer Relations Department into 1 center operating 24 hours a day, 7 days a week. Created measurements for the call center to ensure success
2006 - 2007
~1 yr
Quality Assurance Supervisor
Trained, assigned, and led staff of 5 in all call center quality operations. Analyzed and reported client service transactional survey results to senior management, communicating trends and devising action plans. Shared best practices and calibrated internal quality results to survey results across call center areas. Completed center-level observations and alignments. Interviewed client service representative candidates and delivered quality training for all new hires. Mentored supervisors in coaching and motivation. Developed coordinators for promotions to analyst and consultants to project manager and supervisor. Directed entire Midwest area quality team in absence of manager.
2003 - 2006
~3 yrs
Customer Service Supervisor
Scheduled and managed up to 15 call center representatives, monitoring calls and resolving escalated calls. Managed business use program for Great Plains area and served on quality FCR team. Trained supervisors in monitoring system and all new hires in retention. Primary point of contact for correction of system issues
2002 - 2003
~1 yr
Facilitator
Delivered new hire training to groups of over 100 service representatives. Developed curricula and procedures, organized daily training functions, and adjusted speed to meet class requirements. Administered and resolved attendance issues.
2001 - 2002
~1 yr
Loyalty Management Specialist
Resolved calls with clients trying to disconnect company service and supported activation call types. Coached client service representatives in retention methods. Negotiated equipment prices and contract terms with major corporate accounts.
1999 - 2001
~2 yrs
2 education records
Michael Spence education
Bachelor'S Degree, Business Administration And Management, General
Madison University
Education record
Hopewell Senior High
FAQ
Frequently asked questions about Michael Spence
Quick answers generated from the profile data available on this page.
What company does Michael Spence work for?
Michael Spence works for PNC.
What is Michael Spence's role at PNC?
Michael Spence is listed as Business Analytics Manager Sr at PNC.
What is Michael Spence's email address?
AeroLeads has found 1 work email signal at @statelineprocleaning.com for Michael Spence at PNC.
Where is Michael Spence based?
Michael Spence is based in Pittsburgh, Pennsylvania, United States while working with PNC.
What companies has Michael Spence worked for?
Michael Spence has worked for Pnc, Guardian Protection Services, Trg Customer Solutions, Denny'S, and Verizon Wireless.
How can I contact Michael Spence?
You can use AeroLeads to view verified contact signals for Michael Spence at PNC, including work email, phone, and LinkedIn data when available.
What schools did Michael Spence attend?
Michael Spence holds Bachelor'S Degree, Business Administration And Management, General from Madison University.
What skills is Michael Spence known for?
Michael Spence is listed with skills including Call Centers, Project Management, Quality Assurance, Data Analysis, Scheduling, Budgets, Staff Development, and Program Management.
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