Featured Member: Carlos Amezian on HBCU CONNECT!

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Q&A With Carlos Amezian

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Carlos Amezian
Freelance, Self
Location: SILVER SPRING, MD United States
Joined: Apr 20th, 2026

About (request update)

Data analyst and CX analytics professional with 3+ years in financial services, owning the end-to-end Voice of Customer (VOC) program at Sandy Spring Bank (now Atlantic Union Bank) across 10 Qualtrics survey channels, multi-system data pipelines, and executive reporting to the ELT and Operational Risk Committee. Strong in Power BI (DAX, Power Query, RLS), SQL, and Python with a track record of replacing manual workflows with automated solutions.

Website:

https://www.notion.so/carlosamezian/All-Projects-2bee797e56958186a21ed4ac34f0bb20

Education (request update)

University of Maryland at Col Park class of 2022

Undergrad Major: Computer and Information Science

University of Maryland, Balt County class of 2025

Grad Major: Computer Systems Analysis

Experience

I currently work with Self as Freelance
I have 4 years of experience working in the Banking industry.

CX Program and Data Analyst | Sandy Spring Bank (now Atlantic Union Bank)
From August 2022 to October 2025 • 3 year(s)
Inherited and rebuilt a Voice of Customer (VOC) program after CX leadership turnover in week one; grew program from 5 to 10 active Qualtrics survey channels covering branch, contact center, online banking, fair lending, HELOC, and sales touchpoints across three data pipeline architectures (Salesforce bidirectional integration, automated SFTP feeds from FIS core banking, CSV workflows). Built a Power BI client sampling repository connected to the FIS data warehouse using DAX-driven stratified sampling across consumer and business segments; reduced survey list preparation from one week to 1.5 days, enabling monthly survey cadence and eliminating manual data integrity failures. Led cross-functional metadata standardization with data governance and engineering teams to normalize embedded survey fields (segment, product holdings, branch frequency, demographics) across all 10 programs via phased rollout; improved regional manager dashboard accuracy and ELT report credibility. Self-initiated a Power BI correlation analysis of raw CX360 call center data outside standard Qualtrics reporting; identified wait time patterns by service category that directly informed staffing adjustments and improved post-call survey scores. Contributed VOC analysis that informed 19 documented process, product, and service improvements in FY2024, including Online Banking Application enhancements and regulatory coaching translating feedback into closed-loop change.

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