Scott Burke Email & Phone Number

Remote

• Prepare data for management presentations and status reports, providing technical perspectives as needed andidentifying trends or situations needing escalated attention.• Develop and automate daily, weekly, monthly, quarterly and annual reports based on parameters/reportingrequirements; analyze data trends and root causes of problems that may affect service delivery utilizing SAS and Salesforce/Service Cloud• Work with requestors and Supervisors/Managers to develop and document complete specifications for recurring andapplication-based reports.• Aggregate and analyze data from multiple sources to produce end to end analyses.• Recommend process improvements based on data analyses; follow up on initiatives with Cognizant operations team.• Support senior leadership as the primary operational Customer Service point of contact for all delegated vendorinquiries. Coordinate with EmblemHealth Vendor Relationship Managers to ensure all Vendors delegated for FirstCall/Customer Service are adhering to contractual service level agreements.• Oversee and monitor all delegated vendors from a contact center performance perspective: attend monthly AOCmeetings, monitor KPI performance, schedule ad-hoc meetings to address deficiencies in performance and ensure allPolicies and Procedures contained on the annual audit tool are adhered to for each delegate. Managed through Sharepoint• Coordinate with Operations Compliance and the Department Vendor Oversight committee to ensure all deliverables(Corrective Action Plans, delegated vendor audit documents, etc.) are accurate and completed/submitted timely.• Follow-up with CTS Call Center Leadership on status of CAP (Corrective Action Plan) submissions.• Interpret statistical information for tracking and trending purposes.• Draft reports to support management in forecasting and monitoring department activities.• Prepare and disseminate internal management oversight reports accurately and within required time frames

o Insight Research Analyst – Voice of the Customer September 2020 - Currento Responsible for Delivery & Execution of NPS/ OSAT/ MSAT reporting and insights to CEO, Board, EC and other senior leaderso Responsible for Issue management, Vendor Management (Contract support and expertise), InfoSec Management, and Model Risk Management, Information Sharing Managemento Responsible for data management, analysis and visualization utilizing SAS and Tableauo Drive core insights from data and suggest improvements to business partnerso Created Hadoop Code for monthly SAS Ad-Hoc requestso Conducted USAA Bank Fine Analysis and Executive Summaryo Conducted Qualitative Analysis for Service Recovery and MSR Survey Prompt in Gridspaceo Project Manager OSAT/NPS monthly dashboards including validation procedureso Project Manager for CHAT and Outbound month-end member satisfaction survey procedures o Managed CHAT All-in-One month end validationso Project Owner and support for Safelite and SafePilot MSAT Programso Coordinated Y-Cord sessions for leadership to support year end compliance objectiveso Data Visualization in Excel and Tableau o Use of SAS and SQL to pull monthly, YTD MSAT scores and sample sizes

Colorado Springs, Colorado Area

o Supported the Human Centered Experience body of work for Sales Strategy Practices & Advice.o Developed coaching strategies, Leader routines and controls, specialty leader roles (Manager Admin, Leader Coach), leader development programs for Enterprise Saleso Responsible for team real-time tracking status tracking of sales development programs in Rally Software, including updates to features and stories. Participated in PI planning events and daily stand-ups. Organized and tracked team activities and progress using Kanbano Ad–Hoc Project o Development of Agent call library. Sourcing and editing of viable calls demonstrating best sales practices to support Agent sales development o Lead the Home/Auto insurance concern resolution tool effort for updated verbiage and content for Knowledge Central to meet industry regulatory and BCC requirementso Created report pull process (salesforce, access, excel) and provided SOP documents for Sales Practice Error Report Pulling and Coaching Effectiveness data

United States

o Responsible for coordinating and providing training activities to include new hire, cross-skilling, 3P support and up-skilling support. o Lead Senior for Pipeline class facilitating 10-day onboarding and all coaching activities o Use of Work Force Management and business insights to drive policies regarding scheduled adherence, phone adherence, callout and attrition rates. o Analyzed and presented contact center performance metrics to district teams with insights and recommendations for performance improvement and call behaviors. o o Conducted Case Study team to collect, assess and analyze qualitative and quantitative MSAT and data for insights to member experience, use of Gridspace and NICE Engage platformo Developed District Hype Huddles to develop agent skills and drive behaviors. Bringing best practices to huddles, then leveraging both quantitative and qualitative insights (Voice of the Employee and Performance Measures) and delivering improvements of sales deepening metrics.o Enterprise USAA Innovations Lab 2-year rotation. Project team member developing USAA Safe Pilot program. Responsible for creating detailed requirements, defining personas, creating Epics and User Stories in a alignment with state launch strategies. Performed A/B testing. Partnered with Marketing Insights to gather insights to Safe Pilot application features and member experience.o Collaborated with Enterprise partners and Senior leadership to facilitate development of business rules, requirements and artifacts related to MSR tools including current Portal CRM solutions.o Collaborates with peers in identifying innovative solutions submitted to USAA Labs, providing knowledge and insights as a viable solution, and promoting valid solutions to the appropriate team for further consideration.o Graduate of W@H Senior Development Program 2019 Fall Cohort.

Colorado Springs, Colorado Area

• Leveraged consistent Consultative based conversations with investors about their holistic financial plan.• Delivered guidance using Investment Allocation tools/ActivePlus Portfolios.• Served as single point of contact to assist investors through complex circumstances providing education and technical expertise on all T.• Rowe Price products and services.• Using a consultative framework, developed qualified referrals and opportunities for Advice Delivery and Advisory Planning Services.

Colorado Springs, Colorado Area

• Managed business to business employer development to secure viable option for employment for university graduates, resulting in multiple employer accounts and placement of candidates in paralegal, criminal justice and business-related roles. • Conducted analysis to address client relationship management deficiencies that impacted student experiences and created and inconsistencies between business units. Proposed solution led to conversion to single CRM solution and improved marketing and moral of students.• Key contributor in the designing of rules, requirements, procedures and successfully operationalized inter-departmental customer relationship management tool and dashboard.• Acted as SME to identify and implement business solutions to improve student outcomes, keeping activities aligned to key organizational strategies and aligned with Department of Education compliance and regulatory standards.• Continually consulted with and presented to leadership regarding data-driven process and workflow solutions which resulted in implementation of several best practices for Career Advisor and Employment Specialist.

Colorado Springs, Colorado Area

• Met with new and existing customers to sell auto, home, life and health products.• Interviewed prospective clients to learn about financial needs and discuss any existing coverage.• Finalized and maintained all types of personal lines insurance policies within owned agency.• Followed up with potential clients regarding online information requests.• Processed applications, payments, corrections, endorsements and cancellations.• Cultivated positive relationships with providers to drive profits.• Pursued continuing education and training programs to continue professional development.• Evaluated and pursued sales leads obtained through direct referrals, networking, marketing, cold- calling and lead databases.• Promoted client retention through high-quality service and follow through.

Colorado Springs, Colorado Area

Applied planning and analysis along with technical capabilities to identify and de-escalate client ITSM product and business challenges while initiating solutions in an effective and timely manner.o Cultivated excellent long-term relationships with clients, maintaining ongoing communication and facilitating solutions to address concerns and fulfillment of SLA’s and renewals.

Colorado Springs, Colorado Area

Dynamic, senior-level manager and sales professional with a proven commitment to excellence.* Drive revenue growth, expand market penetration, and win dominant market share.* Record of providing excellent operating, strategic, and business leadership for sales and service.* Experienced in start-up, high growth, and established corporate and business-to-business environments.* Consistently successful in identifying and capitalizing on new business* Effective interpersonal, sales, customer service, presentation, training, client relations, and project management skills.

Colorado Springs, Colorado Area

As Sales Director I was responsible for outbound sales teams and the development and execution of strategic plans to include call monitoring, coaching, feedback, and training to grow revenue through understanding customer needs and challenges. o As a Business Analyst, using internal and external data sources I was able identify trends and opportunities to develop clear sales plans and strategies with measurable results.o Built data-driven business cases for compensation and incentive structures incorporating presentation and visualizations to bring the cases to life using MS Access, Excel and PowerPoint

Bachelor Of Arts - Ba, Business Information Systems, Cum Laude

Business Administration And Management, General

Education record