Customer Data

JOHN HANIGOSKY *************@*****.*** • 330-***-****

Summary Forward-thinking innovator that leads by example and creates lasting differences through analytics

Experience Medical Mutual, Cleveland, OH July 2015 – Present

> Experience Innovation and Analytics

Provide analytical support for member experience points including digital adoption, customer care operations, self-serve payments, marketing sales support, outreach campaigns, customer surveys, social media and Medicare product support

Achievements:

Develop 25+ analytic packages from requirement gathering, measurement development, coding, display and automation using SAS, Tableau and Excel for customers ranging from Experience, Membership, Customer Care, Payments, Finance, Marketing and Medicare Product

Develop and measure corporate goals tied to digital adoption related to web, payments, email and mobile utilization and prepare monthly write-ups viewed at the Executive president level

Prepare measurement for Step Therapy campaign focused on mitigated the effects of customer experience degradation and call responses due to benefit changes in prescription drugs

Optimize data retrieval for pending delinquency payments which resulted in significant efficiency savings for Finance

Create two infographic posters used to communicate results and analytics of marketing and experience efforts in every facility

Develop internal training program focused on visual thinking concepts for designing and creating effective data visualizations

CVS Health, Solon, OH March 2015 – June 2015

> Advisor, Marketing Analytics

Provided analytic support for Medicare Part D marketing initiatives including retention, campaigns and new market opportunities

Achievements:

Developed a study on enrollment defection for low-income subsidy measures using analytics tools SAS, SQL and Excel with ownership of the product from requirement gathering to write-up

Created data management strategy for integrating internal data with government-supplied information as well as ancillary information used to measure the Medicare Part D book of business

PROGRESSIVE INSURANCE, Mayfield, OH June 2006 – February 2015

> Senior Analyst, Claims Control August 2014 - February 2015

Provided analytical support, presentations and strategic recommendations to business leaders with a primary focus on the operations performance of the subrogation unit that collects over $XXXM in revenue recoveries annually.

Achievements:

Presented a comprehensive review on the subrogation collections process and competitor intelligence to senior executives including Controller and Claims President that re-envisioned traditional methods of business reviews.

Managed analytical support strategy for subrogation referrals that generated over $XM in collections and mentored junior analysts to develop a sustainable process to identify missed collection opportunities leveraging SAS, SQL Server and SSIS.

Developed automated analytics solution to support field operations accountability and performance of subrogation referrals.

Coach junior to lead level analysts and managers on T-SQL programming and best practices.

> Senior Analyst, Customer Care June 2013 – April 2014

Provide analytical support to the Director of Customer Care on customer experience, retention, satisfaction and loyalty. Work with cross-functional teams to identify areas of opportunity and then develop, measure and implement solutions.

Achievements:

Created analytics in support of an email campaign to retain by promoting the benefits of our products. Responsible for experiment design, metric development, data extraction, and measurement which resulted in increased customer retention and a new email communication expected to net $XM in profit annually.

Authored a comprehensive write-up on Net Promoter Score or NPS ® that provides insights on customer experience performance, trends and strategy to senior executives in CRM, Marketing, Control, Claims and Sales using statistical and data visualization tools such as SAS, SQL Server, Tableau and Excel. Developed and was able to shepherd three cost benefit analyses supporting retention through a review process including senior leaders in Process, Product, Marketing, IT and Control.

Presented my career path and thoughts on development in a series titled ‘These Walls are Breakable’ to several business areas to inspire peers to challenge conventional thinking and be their best.

> Senior Analyst, Claims Control June 2011 – May 2013

Served as the analyst review for the entire Claims cost benefit analysis portfolio, provided analytical support category managers responsible for outside attorney cost and served as the enterprise data governance steward for claims payments.

Achievements:

Managed the review process for CBAs requiring claims resources through independent review of the data ensuring inputs were standardized and benefits had line of sight to traceable measures.

Developed a Key Performance Indicator (KPI) scorecard using SAS, SQL, Business Objects, VBA and Excel to measure strategies and to drive results for an organization that reduced outside attorney cost by 4% through accurate invoice review.

Served as the enterprise data governance steward for claims payments. The role’s responsibility included maintaining metadata, querying data to identify and to correct inaccuracies and collaborating with IT Architecture on logical and physical data models to reduce the costs of application development.

> Analyst II, Claims Control October 2008 – June 2011

Provided analytical support to claims business leaders responsible for centralized process performance and served as the subject matter expert on customer experience performance, analytics and Business Intelligence solutions.

Achievements:

Led efforts to create an NPS ® decomposition model to identify customer experience trends with ownership of the entire process deadline management, requirement gathering, SAS and SQL data extraction, Excel and VBA report development, quality review, write-up and presentation. The model compares current results to a baseline and classifies score shifts due to mix or performance change. Results were presented to senior leadership and peers, and the project earned honors for claims innovation in 2011.

Managed DB2 to SQL Server conversion project of entire claims telecom data reporting portfolio. The project consisted of identifying potential data issues and creating a structured approach to update all exposures and successfully transitioning all reporting to the new data source without interrupting regular reporting to end users.

Provided analytical support and financial reconciliation for our glass supplier contract and pro-actively identified and resolved $XM in payments made to incorrect entities.

> Analyst, Claims Control September 2007 - October 2008

Developed and maintained reporting to support claims call center, experience and field handling operations and risk mitigation.

Achievements:

Enhanced automation of 20+ recurring reports for Claims Control’s Business Intelligence portfolio.

Developed dashboard reporting solution for call center operations compliance using web MBI reports.

> Help Desk Specialist, Enterprise Technology September 2007 - October 2008

Provided technical assistance to non-technical users of desktop and web point-of-sale platforms and vendor system products for agency sales.

Achievements:

Submitted 70+ successfully implemented improvements to issue resolution, process efficiency and customer experience.

Provided HTML and CSS quality assurance for agency distribution channel rebranding initiative using Dreamweaver.

Volunteer > Face-to-Face Advocate, Cleveland Rape Crisis Center September 2010 – Present

Provide intervention, support, education and advocacy to survivors and their supportive others.

> College Now, Mentor March 2015 – Present

Provide 1:1 mentorship to a first generation college student.

> Special Olympics, Basketball and Track Coach April 2006 – September 2013

Coached athletes between ages 15-30 to achieve individual and team development goals.

Education MBA, Analytics, Baldwin Wallace (In Progress, 3.9 GPA)

BBA, MIS Ohio University

Leadership and Innovation Specialization, Northwestern University

Skills Analytics • Data Visualization and Infographic Design • Data and Financial Modeling • T-SQL/SQL • SAS • Tableau • Advanced Excel • Google Analytics Certified • Six Sigma Yellow Belt Certified • MS Access

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