Business Analyst
Resume:
Uyen (Kimmie) Bjork
*************@*****.***
SUMMARY:
Solutions-driven and experienced business analyst with over ten years of experience in Retail Energy Operations. Seeking opportunities to use analytical skills and strong people management skills to make the company profitable and successful.
TECHNICAL SKILLS
Microsoft Office Suite (Word, Excel, Power Point, Pivot Table, Formulas), SAP, CCS/ISU, CRM, RPM, PRR, BW, Quick Test Professional, SnagIt, WinRunner, HP Quality Center, Dimensions, Peregrine, Siebel, Test Director, IRS, Builder Fax, HCAD, Nexis Lexis, PL/SQL Developer, DnBi, Gexa Energy Management System (GEMS), Deal Capture (DC), PPL Solutions Portal, Micro Strategy, AWS, SQL Server, SharePoint, Energy Service Group (ESG), and Customized Energy Solutions (CES Blue), JIRA, Anasazi, M&D Cares, SAP Fiori, Isigma, Help Scout, HUB, JPM Payment platforms (Access, Orbital Gateway), Revenue Manager (Excelergy), Orion.
PROFESSIONAL EXPERIENCES
Tally Group
Senior Business Analyst September 2023-Current
Liaise with internal stakeholders and clients to ensure requirements are understood, translated, and documented accurately.
Engage with clients to understand requirements and priorities.
Facilitate workshops to understand the business goals and epic / story level detail.
Write stories ready for development.
Consistently track client SLA.
Keep up to date with industry changes.
Collaborate with QA team to review Acceptance Criteria within JIRA.
Work to deliver specific outputs within deadlines.
Capture and prioritize business and technology requirements.
Critically evaluate the information gathered from multiple sources, reconcile conflicts, break-down complex / or abstract concept and high -level concepts into easy understand stories and tasks.
Shell Energy
Business Analyst II June 2022-September 2023
Perform day to day B2C duties in billing system that includes invoicing and other billing activities.
Reconcile daily cash to multiple bank accounts and systems.
Research and resolve payment discrepancies.
Research and respond to client inquiries.
Utilize ESG Support with issues regarding Isigma errors.
Review and resolve Chargebacks in a timely manner.
Document process procedures on Accounts Receivables and Operation.
Analyze, update and act upon billing and accounts receivable aging reports.
Contact customers regard past due invoices and collect payment.
Effectively operate with the overall goal of reducing days outstanding through collections.
Interact and communicate with internal departments and customers to answer questions and resolve issues.
Cross-train on a variety of accounts receivable and operations functions.
Helped test for new billing system migration.
Additional duties as assigned.
Accounting Research on customers’ accounts to find the root cause of the issue.
Used mathematics to confirm billing and payments were calculating payments correctly.
Engie Resources
Billing Analyst I April 2022-June 2022
Monitored and worked internal unbilled reporting to ensure accurate and timely billing for Clients Retail C&I customers.
Maintained point of contact to research and resolve billing disputes and provide a timely resolution on any issues.
Applied business judgment in dealing with customer issues, billing problems, and data requests.
Updated and reviewed daily reporting to support several internal daily operational processes.
Provided cross-functional support to peers and departments to develop best-in-class end-to-end delivery processes.
Maintained open lines of communication with Compliance group to assure all Business Control regulatory and internal requirements are met/exceeded.
Achieved excellence by delivering on key performance indicators (KPI’s)
Trained new team members and constantly review the training materials to ensure these documents are updated and relevant.
Primary Service (via Engie Resources)
Billing Analyst I June 2021-April 2022
Monitored and worked internal unbilled reporting to ensure accurate and timely billing for Clients Retail C&I customers.
Acted as the main point of contact to research and resolve billing disputes and provide a timely resolution on any issues.
Applied business judgment in dealing with customer issues, billing problems, and data requests.
Updated and review daily reporting to support several internal daily operational processes.
Provided cross-functional support to peers and departments to develop best-in-class end-to-end delivery processes.
Maintained open lines of communication with Compliance group to assure all Business Control regulatory and internal requirements are met/exceeded.
Achieved excellence by delivering on key performance indicators (KPI’s)
Trained new team members and constantly review the training materials to ensure these documents are updated and relevant.
Tri-County Behavioral Healthcare, Conroe, Texas
Support Services Assistant – Medication Room November 2020-June 2021
Provided first level of support in resolving daily medication issues, determining root cause, and solving medication data issues.
Utilized typing skills to email and google search of unknown medications.
Dispensed medications and know the classification of the drugs that are dispensed to the client.
Acted as liaison between ETBHN Pharmacy, clients, nurses, case manager, psychiatrist, and doctors.
Created and maintain a file for each client’s admission in accordance with facility requirements.
Utilized Anasazi and M&D Cares platform to process medications to clients.
Collected, email, fax and make copies of insurance, Medicaid, and income requirements for client’s medication(s) approval.
Assisted clients in completing application for patient assistance (PAP) medication.
Ensured that all clients receive their medication as prescribed by their physician in a timely manner.
Received deliveries from pharmacy, checks deliveries against order and verify accuracy.
Returned discontinued medications back to pharmacy after 90 days after dispensed date.
Entered and verified medication received into database and/or patient profiles.
Provided Customer Service and user inquiries through email and phone etiquette.
Performed related work as assigned and be able to multi-task daily workload.
Gexa Energy, Houston, Texas
Senior Business Analyst February 2015- November 2019
Analyzed exception billing invoices ensuring rate, taxes, and pass-through charges are billed correctly to the customer.
Credited and made adjustment(s) to customers’ accounts regarding missed enrollment, early termination fee, rate correction, tax waivers and customer satisfaction/settlement waiver.
Worked in Share Point to review, analyze, calculate, find root cause and preventative measure for Tax Adjustments.
Created notes regarding issues and adjustments including timeline of the correction made on customer’s account.
Utilized basic knowledge in AWS, SQL, and Power BI for bill exceptions and reporting purposes.
Utilized Kanban to log and track billing issues/process improvements.
Used fundamental math (add, subtract, divide, multiply and calculate percentages) daily for billing corrections.
Used CES Blue platform to analyze, correct, submit adjustments and monitored transactions.
Participated in new business development, assuring operational readiness and regulatory compliance.
Communicated and maintained working relationships with vendors and utilities to master understanding of market transactions and business processes across markets; build consensus in a team environment.
Documented all utility rules and processes regarding enrollment, billing, payment, and taxes in the deregulated energy sectors for market entry projects and other special mergers & acquisition projects.
Researched /Reviewed rules and regulations in the deregulated energy sector for planning, coordinating, and implementing various functions throughout the organization.
Worked across departments to resolve billing issues to ensure timely and accurate project implementation.
Identified and implemented process improvement opportunities using teamwork.
Created and maintaining process documentation across markets.
Prepared spreadsheets, graphics, and word documents as required for tracking, reporting, analysis, documentation, and presentations.
Reviewed customers contract for verbiage pertaining expiration date and Holdover Rate.
Developed functional requirements utilizing use cases and process flows for communication with software developers and business users.
Translated requirements into functional specifications. Design and review the quality assurance plan, tractability matrices, test cases, scripts, and results.
Communicated with the Product Owner(s) to groom the backlog and ensure regulatory items are prioritized.
Manage and test new features in QA\UAT\Production to ensure proper quality through the software development cycle.
NRG Energy, Houston, Texas
System Analyst July 2010– February 2015
Provided first level of production support in resolving daily system issues, determining root cause and escalation of technical/functional issues.
Created/implemented test scripts and data to facilitate user testing and ensured the enhancement deliverable satisfies the customer group before product goes live.
Developed and lead business requirements gathering, analysis, documentation, and functional specifications that drive technical system solutions.
Participated in developing and implementation of new processes and tools to streamline workflow.
Effectively interfaced with a wide variety of people both internally and externally to ensure delivery of information and analysis that supported business strategy.
Developed detail workaround documentation and step-by-step work instructions for issues encountered by configuration changes.
Trained end users on system upgrades to ensure user satisfaction and technical compatibility.
Full-cycle coordination with IT for the following projects Independence Energy, TX 4.0, Penny Wise, and currently Green Mountain Energy to ensure production issues are resolved.
Performed variance analysis between actual and standard costs of the projects infrastructure and saved $100,000.
Performed user acceptance testing in the SAP IS-U CCS module for new products developed for various markets.
Worked with business users and SMEs to gather expectations of the new system.
Worked as an Interface between the users and the different teams involved with product development to enhance understanding of the business and IT processes.
Interacted frequently with the Project Manager and made suggestions about areas that required attention.
Used MS Project to manage schedules and collaborates with different teams.
Participated in User Acceptance Testing to assist with the implementation of new system and/or system upgrades.
Acted as a liaison and communicated with the TDSP to resolve external data and market issues.
Performed EDI processes via SAP IS-U/CCS and CRM for setting up customer accounts.
Performed data analysis, reporting, and data management using SAP and Excel.
Monitored transactions processing by extracting, combining, manipulating, and evaluating data from SAP R/3/CCS modules
Developed and implemented methods for monitoring and analyzing transactions associated with enrollments, move-ins, move-outs, and consumptions
Created test cases, scenarios, and test system requirements in RPM user acceptance testing.
Primary Services (via NRG Energy, Houston, Texas)
Accounts Receivable Management June 2008-July 2010
CERTIFICATES
Change Management Specialist (CMS)
*Six Sigma Lean Professional (SSLP)
*Lean Six Sigma White Belt
*Lean Six Sigma Yellow Belt
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