Spencer Eliacin

Tallahassee Metropolitan Area

adwc2i@r.postjobfree.com

linkedin.com/in/spencereliacin

Experience

Business Analyst

Reach Partners ™

Nov 2022 - Present (5 months)

- Assists with interpreting customer requirements into feasible options and communicating these back to the business stakeholders.

- Manages and tracks the status of requirements throughout the project lifecycle; enforces and redefines as necessary.

- Communicates changes, enhancements, and modifications of business requirements — verbally or through written documentation — to project managers, sponsors, and other stakeholders so that issues and solutions are understood.

- Ability to support large and small teams through requirements planning, prioritization, implementation, review, and retrospective

- Strong passion for relationship building and people management

- Communicate effectively with the CEO and COO, and work cross-functionally with others, including the Client Delivery Teams, Accounting, Firm Clients, Firm Vendors, etc.

- Excellent analytical, mathematical, written, oral, and communication skills

- Good judgment while operating with a sense of urgency

- Strong ability to problem-solve and operate independently

- Ability to operate within Google Office, Microsoft Office 360, and other virtual tools as needed and maintain the ability to work remotely with the access required to do so Senior Business Analyst

Brooksource

May 2022 - Nov 2022 (7 months)

• A member of a full lifecycle agile development team.

• Work across multiple business units to perform business and systems analysis activities and tasks.

• Provide oversight for development team activities.

• Works directly with subject matter experts (SME) and other stakeholders to ensure requirements are thoroughly documented, tested, and achieved.

• Assist other team members, to analyze, design, implement, and test solutions. Led efforts for gathering business requirements, testing using SQL, and deployment within a business intelligence platform

• Defined test scenarios to audited system functions to ensure compliance with collective bargaining agreements’ provisions and corporate policies

Business Analyst

Tidal Basin Group

Sep 2021 - May 2022 (9 months)

Spencer Eliacin - page 1

* Analyzing the structure of a organization to determine its objectives

* Identifying any problems with the current business model

* Designing potential solutions to any problems identified during the research phase

* Preparing and delivering a report of their findings to leadership with comprehensive risk and impact assessment

* Carrying out training sessions and workshops to guide relevant teams

* Carrying out periodic quality checks

* Conducted client meetings with business process owners to review reporting and business processes, project artifacts, gather requirements and present deliverables.

* Worked extensively in Microsoft Excel and Microsoft Visio.

* Led efforts for gathering business requirements, testing using SQL, and deployment within a business intelligence platform

* Defined test scenarios to audited system functions to ensure compliance with collective bargaining agreements’ provisions and corporate policies

Accountant

RICHARDS,MITCHELL & COMPANY,PA

Feb 2021 - Aug 2021 (7 months)

*Preparing accounts and tax returns.

*Monitoring spending and budgets.

*Auditing and analysing financial performance.

*Financial forecasting and risk analysis.

*Advising on how to reduce costs and increase profits.

*Compiling and presenting financial and budget reports. Ecommerce Product Support Analyst

OpenText

Nov 2018 - May 2020 (1 year 7 months)

* Efficiently answering and following up on all customer inquires that come via phone and email

* Verification of product support and monitoring customer service portals to triage tickets accordingly

* Collaborate with renewals and licensing teams to ensure customers have the most up to date product and licensing

* Working with new customers to ensure all accounts are correctly initiated and required content is available for easy access

* Providing highly effective, efficient and professional support to every opentext customer who is looking for timely and quality resolutions

* Utilization of attention to detail while maintaining customer database

* Within Salesforce, populated and maintained the configuration workbook.

* Took technical feedback from Openshift logs, SQL Developer queries and DevOps team exploration to inform PO discussions to plot project priorities and adjust scope to meet budgetary constrains

* Worked extensively in Microsoft Excel and Microsoft Visio.

* Provided servant leadership on several smaller projects facilitating development discussions and influencing Product Owners to adopt scalable solutions. Customer Account Specialist II

City of Tallahassee

May 2015 - Oct 2018 (3 years 6 months)

Spencer Eliacin - page 2

•Develop and implement initiatives to improve customer services.

•Analyze and summarize customer issues in order to prepare appropriate solutions/clarifications to respond to customers.

•Evaluate and prioritize customer inquiries to better serve the customers.

•Deliver prompt and professional solutions for customer inquires via phone, email, online chat etc.

•Maintain history records and related problem documentations for future reference.

•Maintain relationships with other internal departments as well as client base to improve business performance.

•Conduct training to customers and internal staffs on company products and services.

•Respond to customer inquiries by directing them to websites, FAQs, appropriate personnel, etc when needed.

•Address customers in a professional and respectful manner.

•Take ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary.

•Maintain the internal and external customer databases.

•Analyze customer issues so as to develop tools and processes to increase customer satisfaction.

•Maintain up-to-date knowledge on customer business areas.

•Maintain broad knowledge about company’s products and services. Auditor

Marriott International

Oct 2014 - Jun 2015 (9 months)

•Check figures, postings, and documents for accuracy

•Within Salesforce, populated and maintained the configuration workbook.

•Facilitated and participated in Joint Application Development (JAD) sessions for communicating and managing expectations with the business users and end users

•Record, store, access, and/or analyze computerized financial information

•Resolve all billing inquiries

•Audit and reconcile all revenue postings

•Organize, secure, and maintain all files and records in accordance with document retention and confidentiality policies and procedures

•Determines cost of operations by establishing standard costs; collecting operational data.

•Identifies financial status by comparing and analyzing actual results with plans and forecasts.

•Guides cost analysis process by establishing and enforcing policies and procedures; providing trends and forecasts; explaining processes and techniques; recommending actions.

•Improves financial status by analyzing results; monitoring variances; identifying trends; recommending actions to management.

•Reconciles transactions by comparing and correcting data.

•Maintains database by entering, verifying, and backing up data.

•Recommends actions by analyzing and interpreting data and making comparative analyses; studying proposed changes in methods and materials.

•Increases productivity by developing automated accounting applications; coordinating information requirements.

•Protects operations by keeping financial information confidential.

•Maintains technical knowledge by attending educational workshops; reviewing publications.

•Contributes to team effort by accomplishing related results as needed. Accounting Analyst

Spencer Eliacin - page 3

Dec 2014 - Mar 2015 (4 months)

• Examines customer problems and implements appropriate corrective action to respond to customer requests.

• Responds to customer requests in a timely and respectful manner and follow through to ultimate resolution.

• May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments.

• Performs a variety of routine and some non-routine analysis functions in accordance with standard procedures in general accounting, accounts payable or accounts receivable or other financial department. Responsible for process improvements, standardizing and streamlining procedures, creating written desktop procedures, training, metrics for business units, research and correction of reconciliation discrepancies and special projects.

• Reconciles simple to medium complex sub ledger accounts and financial records; creates analysis reports as needed.

• Partner with business owners, customers and suppliers to understand underlying business processes to ensure that appropriate system and internal controls are in place.

• Research and resolve discrepancies on general ledger accounts related to area of responsibility.

• Communicate and train business process for assigned areas as needed.

• Participate and/or lead team for process improvement, cost reduction and issue resolution.

• Self-directed and able to work well and communicate effectively in a cross- functional team environment

Technical Customer Service Manager

Homes.com

Jan 2010 - Dec 2014 (5 years)

Assures that team is kept on task, monitors calls, and email responses. As directed by Customer Service Managers, provides training or training outline to agent support team on Homes.com products, customer service skills, telephone etiquette, and departmental procedures. Utilize Salesforce to view various reports

Acts as an intermediary on issues, suggestions, and concerns of customers with the management team.

Assists management team to ensure the support teams are kept up to date on all issues, website changes, enhancements, etc.

Assists management team to ensure the support teams are efficiently respond to calls and emails from customers while logging history into support contact system via a ticket. Assists management team to ensure the support teams are efficiently working offline on special customer requests, (HTML, graphical design, Flash, and CGI scripts for forms, etc.) as needed by customers and other Homes.com team members.

Assures that management/engineering is kept informed of customer feature requests, concerns, and other potential issues or industry changes that might affect future retention of customers. Assists management team to ensure the support teams act in an advisory role to customer on how get the maximum benefits out of their Homes.com products via marketing techniques, changes/additions to website, and other lead generating ideas, etc.

Assists management team to ensure the support teams work in a proactive manner when responding to customer concerns, by asking probing questions to assure you explain features and benefits and solve potential future problems.

Escalation point for upset customers.

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Other duties and special projects as assigned.

Supply Chain Business Analyst

BASF

Sep 2005 - Aug 2009 (4 years)

Scheduled orders using a computerized production scheduling system (SAP and JD Edwards) Prepared all necessary paperwork for outbound shipments Generated a daily shipping schedule for the shipping and production departments Developed invoices within the Dynamics systems

Completed monthly closing of the Dynamics system

Produced monthly reports (On Time Shipping, Off-site inventory, Customer Complaint Summary) Business Analyst Logistics

The Adecco Group

Mar 2004 - Sep 2005 (1 year 7 months)

Produced daily statistics report on products to be distributed using Microsoft excel Conducted daily accounting checks on product distribution Performed quality Assurance testing on product specification leaving distribution center Coordinated product delivery methods and counts with satellite distribution centers Education

Flagler College

Bachelor, Accounting

May 2007 - May 2009

Tallahassee Community College

Associate's Degree, General Studies

1999 - 2001

North Miami Beach Senior High School

High School, High School/Secondary Diplomas and Certificates 1990 - 1994

Florida Agricultural and Mechanical University

Licenses & Certifications

What Is Business Analysis? - LinkedIn

Skills

Miro Collaboration Platform • Jira • Process Flow Charts • Pivot Tables • Salesforce.com • Flow Charts • Magento • Customer Service • Management • Microsoft Teams Spencer Eliacin - page 5

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