OBJECTIVE: Experienced sales and operations analyst in both retail and regulated electric utility operations - exploring avenues to increasing my knowledge base and responsibilities in an environment suited to my business experience and acumen in my new locale, Austin, Texas.
Malone University, Canton, Ohio
Portland State, Portland Oregon
University of Oregon, Eugene Oregon
Music, Minor in English
Linn-Benton Community College, Albany, Oregon
Music with specialization in English Literature
FirstEnergy Solutions Corporation, Akron, Ohio
Business Analyst III, (August 2014 – March 2019) Retail Operations
●Monitor system batch processing of retail customer enrollments on a daily basis
●Create ad hoc queries for reporting / data mining on a daily basis via Access, QV and Excel.
●Research and resolve all system interface errors between SAP CRM & ABP systems
●Analyze data, interpret results & compile summaries to support self-recommendations
●Investigate Customer Care/Utility Commission complaints stemming from SAP CRM
●Assist management & coworkers by completing lists and reports using Microsoft Office 2013
●Prepare & process customer accounts to be manually enrolled into specific offers
●Work directly with IT to find systematic error patterns, implement then test best solutions in SAP CRM.
●Create QlikView Reporting and Dashboards (QV Developer training 01/2016 completed)
●Monthly ELT Reporting for FES Operations
●Designated company wide CRM SME – Creation and supervision of all scripting, regression and lifecycle testing, liaison for the business with our SAP IT department. Project management during all CRM SAP upgrades.
●Owner of operations for largest Residential channels, 800K Government Aggregation customers, and 100K Mass Market customers.
Government Aggregation Analyst and then Sales Analyst II, (October 2011 – August 2014) Retail Sales
●Designed and created supplemental customer acquisition programs for a customer base of 2.5 million customers in the government aggregation channel for FirstEnergy Solutions
●Acquired over 200,000 customers in 2013 based on the supplemental programs alone
●Analyzed acquired customers, interpreted results & compiled summaries to support self-recommendations
●Reported results of the campaigns to upper management monthly, using reporting and tracking databases implemented
●Assisted other departments (Operations and Finance) and worked with outside vendors in order to successfully complete and maintain enrollments of new customers
●Designed and worked directly with IT in order to convert the previously used systems to CRM/ SAP in 2012.
Assistant Business Analyst to Associate Marketing Analyst (September 2005 – October 2011) Operations
●Designed, created and implemented Mass Market Enrollment System Access Database (MMTS). Enrolled over 100,000 Mass Market customers into energy saving programs
●Worked in tandem with Boston Consulting Group to develop customer acquisition methodology in our newly acquired call centers in Texas and Ohio
●Trained supervisors at call centers, created written reference and scripting for CSR use
●Reviewed exceptions to self-report and create new processes to handle workflow between out of state call centers and FES
●Resolved or closed all PUCO complaints
●Worked with regulated utilities (FE Companies, AEP Ohio, Duke Energy and Dayton Power and Light to ensure customers could transfer to FES as supplier
●Created reporting to self-support results achieved