Lyn Corliss

234-***-**** ***** National Drive, Lago Vista, TX 78645 adbax8@r.postjobfree.com

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.

EDUCATION:

Malone University, Canton, Ohio

Business Administration

Portland State, Portland Oregon

Child Psychology

University of Oregon, Eugene Oregon

Music, Minor in English

Linn-Benton Community College, Albany, Oregon

Music with specialization in English Literature

EXPERIENCE:

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

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