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Customer Insights Manager with advanced computer skills

Richmond Hill, Ontario, Canada
February 17, 2018

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Abraham J. Levy

** ******** **** • Vaughan, Ontario • L4J 9E5 • 416-***-**** •

Customer Insights Manager with extensive experience in Banking, Finance and Operations, providing advance analytical support and promoting operational performance improvements, with special focus in Profitability, Performance Measurement, BSC and Project Management in Retail and Small Business Banking.

Highlights of Qualifications

High knowledge of Spanish Culture and Language, self-motivated, bilingual team player with well-honed multicultural skills and Latin America business-related knowledge

Possesses excellent written and verbal communication and presentation skills in English and Spanish

Highly motivated professional with advanced training in finance and operations

Strong ability to analyze data to generate sound business conclusions and recommendations

Leadership and teamwork abilities; flexible and adaptable to changing circumstances

Highly focus on setting priorities and managing a high volume of work effectively

Proactive ability to managing priorities with continuous improvement in job performance

Advanced computer skills: MS Office (Excel, Word, Access, PowerPoint, Outlook), Epiphany, M.I.S., SAS, SAS SQL, Tableau, Power BI, Agile and Business Objects Planning Administrator System

Professional Experience

SCOTIABANK, Toronto, Ontario 2007 – 2017

Manager, Customer Insights and Analytics (2011-2017)

Developed reports documenting the financial and response information of the Direct Marketing campaigns including acquisition, usage and relationship campaigns.

Led and delivered key analytic insights to identify new business opportunities and drive profitable growth from prospects and existing customers with various products.

Applied advanced analytic techniques, including customer profiling, segmentation, and behavior analysis to identify actionable insights to support an advance day to day business strategy development, including loyalty programs, product growth strategy and customer lifecycle management.

Managed key financial information of all products and sites in the English Caribbean, reporting and monitoring systems, analyzing the output of all systems (Epiphany, SAS and SAS SQL, IAP, IBCC, Avaya, Counselor, SMS and Email through the outsourcing EMS Thin Data)

Ensured tracking and measurement procedures were consistent throughout Caribbean and Central American sites, worked with Latin sites to receive results in a timely manner for quarterly report

Manager, Automotive Lending (2007-2011)

Contributed to the development of business plans, sales forecasts and service level goals for the product by creating package report and analysis of the MIS: availability of data was increased by 60% and production of performance reports in 80%

Monitored the standard contribution for the product and developed recommendations to maximize contribution through pricing and cost reduction

Ongoing support to the Automotive Finance Centers staff: Provided timely assistance to field staff concerning product features, operations, problems or inquiries; updated the client user documentation; prepared sales and service support documentation, technical aids and marketing materials

Brought technical expertise to sales staff for high potential/complex solicitations of retail customers

Ensured identified product problems were documented, understood and resolved in a timely manner by the appropriate area such as Automotive Finance Centers and Credit Risk Management

Provided effective leadership to meet product goals by establishing priorities and milestones; monitored timelines and quality of assignments and provided coaching for staff to achieve superior levels of performance


Dispute Resolution Analyst

Handled Cardholder disputes including fraudulent charges, Merchant Second Presentments, Arbitration cases

Monitored systems case lists and determined appropriate next action

Set up and managed cases in First Dispute reviews cardholder cases and supporting documentation to determine if a Chargeback is warranted and processes chargeback within MasterCard timelines

HEAL TECHNOLOGY S.A.C., Peru 2005 – 2006

Finance Advisor

Provided value-added planning advice and business support to the Accounts Receivable team to control and monitor the age of the account receivables and their collection

Prepared, analyzed cash flow estimations through management of financial reporting and control functions

Oversaw the cash position and the estimated cash requirements of the company, through the developments of “what if” scenarios to demonstrate the range of options and potential impacts available

In charge of ongoing evaluation of the activity and efficiency of staff including: service levels, time management, reporting accuracy, inventory control and overall productivity

BANCO MERCANTIL, Venezuela 1999 – 2005

Finance Analyst (2002-2005)

Conducted in-depth financial analyses of personal and corporate banking customers and bank management units to determine and evaluate performance, results and financial margins using MIS data, reported to Controller on a monthly basis and prepared presentations to Senior Manager’s business units

Prepared and analyzed annual budget (US $4 Billion), reviewed and adjusted the budget quarterly

Completed periodic analyses of the commissions charged to customers (Non-Interest Revenue) on products offered by the bank and reported quarterly to Management

Implemented significant changes to profitability analyses that resulted in a significant improvement in the quality, accuracy and usefulness of financial data, analysis and reporting

Operations Specialist (1999-2002)

Worked with External Consultants (Global Consulting Firm) to spearhead and implement merger between “Banco Mercantil” and “Interbank”: streamlined operations, eliminated redundancy, optimized processes

Implemented the Balance Score Card in the Operation unit to measure the performance and analyze the operating results based on a benchmark and cost analysis

In collaboration with the engineering team, developed and implemented “Opticash” software, facilitating the estimation of cash volumes to be transported and distributed to 330 branches and 700 ATM’s country-wide

Delivered approximately US $500,000 in cost savings through the successful implementation of “Opticash” software and optimization of transportation costs and cash distribution

Analyzed the daily and weekly net cash position that the bank maintained in its 330 branches and 700 ATM’s, reported weekly projections of cash requirements for all branches and ATM’s

Reviewed and negotiated the annual contract for the distribution and transportation of cash and securities

(US $42 Million) between the Bank and the Carrier


Master Degree in Finance, Instituto De Estudios Superiores De Administración (IESA), Venezuela

Evaluated by the University of Toronto: Diploma is equivalent in academic level to a Master’s degree, specializing in Finance, from a Canadian university.

Bachelor of Economics, Universidad Católica Andrés Bello (UCAB), Venezuela

Evaluated by the University of Toronto: Diploma is equivalent in academic level to a four-year Bachelor of Commerce’s degree from a Canadian university.

SAS Programming 2: Data Manipulation Techniques, SAS INSTITUTE, Toronto, Ontario

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