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Yyyyyy x. yyyyyy

8801 La Cresada Dr., #0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx

Driven, focused, and knowledgeable Strategic Leader with 20+ years of experience in high-stress environments in addition to a strong background within a variety of industries. Experienced in performing in-depth market research, leading large-scale projects, improving current operational processes, and overseeing change management initiatives. Equipped with a significant level of communication and interpersonal abilities in addition to a strong background in effectively fostering positive relationships with co-workers, vendors, suppliers, clients, and members of management.


Proficient in: MS Office Suite, SAP, MarkeTrak, Oracle 11g PL/SQL, Microsoft SQL Server 2012 Administration, Reporting Services, and Integration Services, and Spotfire Development

Key Competencies



         Operations Management

         Market Research

         Change Management

         Business Intelligence


         Quantitative Research

         Focus Group Moderation

         Project Management

         Process Improvement

         Staff Management

         Team Leadership

         Staff Management


Professional Experience

NRG Energy, Austin, TX 2014-2016

Retail Operations Data Solutions Analyst II

  • Directly managed day to day administrative and operational tasks within a fast-paced environment with a focus on increasing productivity and efficiency
  • Reviewed and improved business intelligence and data availability solutions within the retail electricity industry in addition to creating scripting used during outages, and deploying complex reports
  • Successfully completed 2 comprehensive Spotfire training courses, reviewed/automated manual workflows, and played an integral role in the migration of the service call data delivery process from Microsoft Access to SQL Server


Green Mountain Energy Company, Austin, TX 2009-2014

Production Operations Analyst

  • Guided daily project management operations which included prioritizing project timelines/schedules, and managing the release of CRM/customer account billing systems
  • Instrumental in the successful reduction of service interruptions from 15% to less than 5% within a 4 month timespan through the implementation of streamlined operating processes
  • Maintained ownership of SOX compliance controls, oversaw monthly OS security patch updates for corporate servers, handled change management, and completed large-scale technical projects


Reliant Energy Inc., Houston, TX 2006-2009

External Escalations Representation (2008-2009)

  • Handled complex escalation issues which required a keen ability to manipulate data, generate reports, and complete in-depth analysis which leads to the development of updated policies/procedures
  • Facilitated the implementation of 2 significant workflow improvements which resulted in a decrease of pending issues by 85% in addition to tracking internal workflow, extracting market data, and leading the completion of various projects with strict deadlines

Yyyyyy x. yyyyyy

8801 La Cresada Dr., #0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx


Professional Experience Continued:

Reliant Energy Continued:

Operations Representative-Quality Control (2006-2008)

  • Utilized superior communication and interpersonal skills in order to successfully resolve complex billing issues within customer accounts
  • Maintained a significant knowledge of the deregulated service delivery process, compiled SAP based account reports, and performed research on billing issues
  • Led the completion of quality control audits which focused on contracted employee performance, created weekly reports outlining performance metrics, and devised presentation for management use


State Farm Insurance, Spring, TX 2005-2006

Customer Service Representative

  • Provided superior customer service and support to both new and existing customers within a call center environment which required a significant ability to built positive relationships with others
  • Reviewed and streamlined a unique marketing plan which resulted in an increase in new business in addition to researching customer account issues and increasing organizational revenue


Affiliated Spartan Insurance, Houston, TX 2004-2005

Sales Agent

  • Successfully promoted and sold individual automobile insurance policies to both new and existing clients which required identifying customer needs/goals and making appropriate recommendations
  • Maintained a knowledge of product offerings and insurance regulations along with opening new customer accounts and utilizing creative selling techniques


John C. Steffek, Spring, TX 1992-2003

Patient Care Review Coordinator/Practice Manager

  • Directed day-to-day administrative operations within a medical office environment which included negotiating contracts with insurance companies, developing a complex referral network for mental health services, and assisting patients with insurance billing questions
  • Played a lead role in performing group dynamic research, led both support and parent education groups, and supervised staff members which included providing individualized training/coaching


Additional Professional Experience Includes: Quality Assurance Coordinator/Assistant Administrator, Champions Residential Treatment Center



Bachelor of Arts, Psychology & Economics, Texas Tech University, Lubbock, TX

Bachelor of Science, International Trade, Texas Tech University, Lubbock, TX


Completed Training Includes: Leadership/Project Management, R Programming/Data Analysis, Spotfire Training, and Basic Linux Foundations

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