Spencer Bauer, Mba, Dasm Email & Phone Number

Greater Minneapolis-St. Paul Area

I lead a team of Agile software developers who collaborate with Product & QA to build new products and features, all to support Wex’s mission to help our customers simplify the business of running their business.

Greater Minneapolis-St. Paul Area

I led the virtual branch, the Member Solutions Center (contact center), and was responsible for all aspects of department performance.My responsibilities included:• Culture transformation• P&L results• Digital service transformation• Employee development• Strategic execution• Vendor selection / vendor management• KPI improvement: contact reduction, lower answer speed, etc.• Collaborative CX / CI with Technology, Marketing, and LegalMy accomplishments included:• Culture transformation: rebuilt broken department culture, leading to decreased turnover, high employee survey results, and improved overall member experience• End-to-end omnichannel AI NLU/LLM implementation: created proposal, selected vendor, handled contract review, received executive approval, and led successful rollout: 60% IVR containment drove 55% decrease in call center answer speed, and 94% chatbot containment handled 400% usage in web chat• 4 consecutive YoY improvements to KPIs: lowered average answer speed (>70% total), lowered total phone volume, increased usage of loan payment system (>90% self-service; 65% increase in total dollars), increased online banking usage (total logins and unique users), and increased card control app total users• KPI improvements in 2020 despite COVID-19 pandemic: lower abandon rate, faster answer speed, lower attrition• NPS >80% for employee service/support in 2023• Project Sponsor for launching Members Video Banking: video chat service with in-app document signing, allowing members to remotely open and maintenance accounts/loans, improving application speed and closure rate• Operations stakeholder for launching single sign-on (SSO) for card controls app that increased adoption rate• Implemented department-wide work-from-home, improving talent acquisition capabilities and improving employee morale• Employee development: promotions earned to accounting, HR, underwriting, leadership

Fargo, North Dakota

I was hired to support Agile transformation and improve culture, leading multiple software delivery teams composed of project managers, developers, business analysts, and technical testers.My responsibilities included:• Support company-wide Agile Transformation (implementation)• Maintain culture and support employee development during planned company closure• Hiring and performance management• Annual reviews & merits• Rotating scrum master and facilitating product owner responsibility for leadership team• Quarterly strategic planning and road-mapping• Annual budgetingMy accomplishments included:• Turned around culture and created CI/CX environment, leading to 0% unplanned attrition within each of my teams.• Fostered improvement culture, leading to an employee suggestion, and implementation, of a MIPs reduction that saved ~$100,000 in technical debt• Employee development: promotions earned to management, facilitating product owner (FPO), scrum master• Successful peer mentorship, improving that manager's engagement with their team, supporting their eventual promotion• Champion for matrix team who implemented multiple automation initiatives and other coding efficiencies, including app control and automated testing• Facilitator for management's creation of a long-term staffing model, effectively partnering with peers and upper management on identifying needed skillsets, experiences, and overall operational structure

Grand Forks, North Dakota

I led a team of sales floor associates who provided excellent customer service, led inventory turnover-driving initiatives, and supported multiple functions across a top-50 store.My responsibilities included:• Annual performance reviews for staff• Driving sales and inventory turnover improvement• Regular on-duty (on-call) rotation, including training new Team Leaders• Leading back-to-school / move-in weekend planning and execution, the store’s 3rd busiest weekendMy accomplishments included:• Entertainment department: top-10 sales out of +1,800 stores• Exceeding Q4 Toy and Bike department sales goals• Team development: multiple internal promotions, including leadership• Improving Entertainment inventory return process by 50%

Grand Forks, North Dakota

I led a team of 20+ Associates and Team Leads and continued as a key stakeholder in Seller Services regarding Fulfillment by Amazon product launches, policy changes, process improvements, and cross-functional hiring. My responsibilities included:• Operations stakeholder for driving support model change for top FBA contact-driver• Day-to-day coaching and oversight of Team Leads, who were primary question/escalation support for front-line team members• Driving strategic initiatives across the global department• Leading the Amazonians Improving Morale committee• Reporting, analysis, and developing solutions to top contact drivers• Stakeholder for Seller Services on feature launches and overall continuous improvement initiatives with Fulfillment by Amazon Operations (FBA Ops)• Collaborative CX / CI with FBA Ops, Hotdesk (on-call), Training, and Legal, among othersMy accomplishments included:• Partnered with ACES KPO to overhaul inbound FBA shipment research process, lowering process from 60 pages to 13, leading to 15% reduction in global contact handling time• Stakeholder with FBA Ops to launch partnered carrier LTL shipments, allowing FBA sellers greater ability to provide bulk inventory for sale on Amazon.com• Drove company communication efforts regarding the US Senate's passing of an internet sales tax bill, partnering with Legal, Marketing, and senior leadership• Stakeholder with FBA Ops to launch inventory reconciliation tool, providing sellers a single-source location to view total units received, damaged, sold, and returned• Employee development: promotions earned to leadership, sales, and program management• Implemented the site's first contractor-to-FTE employment staffing model

Heredia, Costa Rica

Recruited to support culture turnaround and site growth, I led large teams (>40) of Associates and Team Leads and was a key stakeholder for Fulfillment by Amazon (FBA) feature launches, policy changes, process improvements, and cross-functional hiring. My responsibilities included:• Culture turnaround• Day-to-day team leadership and coaching• Driving and implementing strategic initiatives that positively impact contact centers in Costa Rica, US, and India• Supporting disaster recovery for large-scale outages with Hotdesk and Workforce Management• Reporting, analysis, and developing solutions to top contact drivers• Stakeholder for Seller Services on feature launches and overall continuous improvement initiatives with Fulfillment by Amazon Operations (FBA Ops)• Collaborative CX / CI with FBA Ops, Hotdesk (on-call), Training, and Legal, among othersMy accomplishments included:• Stakeholder with FBA Ops for launch of FBA Label Service, allowing FBA sellers to pay Amazon for labeling on-site, creating additional revenue stream for Amazon while lowering shipment receipt errors by utilizing receiving teams at in-house fulfillment centers• Created process for FBA sellers to request increases to their storage limits, collaborating with FBA Ops to balance fulfillment network capacity and seller growth potential• Successful mentorship of multiple counterparts in Costa Rica and the US, targeting effective communication and cross-functional collaboration• Proposed and implemented the option for sellers to create new shipments in their seller account by copying a prior shipment, eliminating administrative burden for large and/or volume sellers• 51 consecutive weeks meeting or exceeding in-house quality KPI • Employee development: promotions earned to leadership & on-call• Implemented multiple contact-reduction efforts, impacting sites around the globe• Collaboration with FBA Ops and Transportation on improving inventory receipts at fulfillment centers

Grand Forks, North Dakota

I led a team of associates, provided site-wide question/escalation support, and became a stakeholder in Seller Services for product launches, policy changes, and process improvements, primarily focusing on Fulfillment by Amazon (FBA) third-party seller segment.My responsibilities included:• Day-to-day leadership support: questions, coaching, escalations• Driving aged cases to resolution• Interviewing and hiring authority• Workforce management on-call rotation• Reporting, analysis, and developing solutions to top contact drivers• Stakeholder for Seller Services on feature launches and overall continuous improvement initiatives with Fulfillment by Amazon Operations (FBA Ops)• Collaborative CX / CI with FBA Ops, Hotdesk (on-call), Training, and Legal, among othersMy accomplishments included:• Lead Seller Services stakeholder on overhaul of FBA crediting process including launch of automated crediting system, saving ~100,000 capacity hours• Led 2 multi-week on-site FBA training classes in Costa Rica, expanding global department support beyond the U.S.• Led 8 FBA training classes, doubling FBA capacity at the Grand Forks site• Implementing improvements to dozens of contact-handling procedures, improving handle time across global Seller Services sites in the US, Costa Rica, and India• My team continually met or exceeded all KPIs, including in-house quality metric• Partnering with external departments on other various policy updates, including marketing, legal, and risk management

Grand Forks, North Dakota

I supported phone and email contacts from third-party merchants, including Fulfillment by Amazon, and supported the department’s internal trouble ticket queue.I continually met or exceeded contact-handling KPIs, including quality and handle time, and became a peer mentor across multiple support channels.

Master Of Business Administration - Mba, 3.67 Gpa

Bachelor Of Business Administration (B.B.A.), Marketing & Political Science

Activities and Societies: Intramural Basketball, Intramural Volleyball

Diploma, High School/Secondary Diplomas And Certificates, 3.7 Gpa

Activities and Societies: National Honor Society, D.A.R.E. Role Model, Concert & Marching Band, Varsity Basketball, National Young Leaders.