peco associate business analyst resume example with 14+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Results-driven analyst bringing proven skills in administering security risk management programs. Effective in training team members to proactively identify and highlight potential risks. Dedicated to long-term risk management prevention by building strong internal protocols and instilling culture of responsibility and attentiveness.

  • Customer Service
  • Organizing
  • Presenting
  • Process improvement
  • Reporting
  • Research
  • Staff management
  • Team coaching
  • Good listening skills
  • Relationship-Building
  • Leadership
  • Training & Development
Work History
03/2015 to Current
PECO Associate Business Analyst Gopuff Essex, MD,
  • Coordinates with Customer Relations, Regulatory and Billing to research and resolve complex High Bill investigations.
  • Identified issue with High Bill process that resulted in multiple cases that exceeded the Service Level Agreement (SLA).
  • Developed and implemented several controls that have resulted in a 56% reduction in SLA exceptions.
  • Recommended the creation of a six-month rotational position in Meter Reading East (MRE) that would allow Customer Service Representatives the opportunity to learn about responsibilities and opportunities within MRE.
  • Recommended process improvement for the inventory management and distribution of meters to improve forecasting capabilities and reduce expenses due to metering issues.
  • Communicated with High Bill team members to keep project on schedule.
  • Tracked and analyzed reports to determine needed improvements.
06/2008 to Current
Human Intelligence Collector NEW JERSEY ARMY NATIONAL GUARD City, STATE,
  • Conducts interrogations, interviews, and debriefings and assists in vetting Human Intelligence (HUMINT) sources and documents for exploitation of intelligence requirements.
  • Participates in Counterintelligence Force Protection Source Operations.
  • Prepares and briefs appropriate intelligence reports.
  • Performs difficult Screens, debrief refugees and defectors to aid in preparation of briefings and Information Intelligence Reports.
  • Served as Company Training Non-Commissioned Officer (NCO) for nine (9) months; the Company experienced a 42% increase in the number of Soldiers who met or exceeded their military training standards.
  • Acted as the S-2 Non-Commissioned Officer In Charge (NCOIC), the Physical Security Manager and Security Clearance Manager during the same time period.
  • Physical Security Manager for the Company.
  • Managed the Human Intelligence (HUMINT) team on the Vigilant Pursuit project. The HUMINT team exceeded training standards by 43%, achieving the best scores in the Army.
  • Serves as Brigade Threat Assessment and Reporting Process (TARP) Subject Matter Expert (SME). Responsible for briefing approximately 4,000 Soldiers of the NJ Army National Guard on how to recognize and report insider threats.
  • Served as the Subject Matter Expert (SME) in Human Intelligence operations for the US Military Coordination Cell (MCC) in Mogadishu, Somalia. Successfully managed an informational network that included local nationals, non-governmental organization officials, United Nations personnel and foreign military officers. Recommended security improvements to the MCC Director for the handling of classified material and the use of classified hardware.
  • Served as the point of contact (POC) between the Human Intelligence command at Camp Lemonnier, Djibouti and the MCC staff. Liaised with the UN Department of Safety and Security, the European Union Mission to Somalia, the African Union Mission in Somalia (AMISOM), multiple Somali partners, US DoD and State Department entities and various contractors in order to exchange relevant and cleared information regarding the security situation on the Mogadishu International Airport (MIA) and Mogadishu proper. Provided threat briefings to the MCC Director and staff.
  • Regularly debriefed MCC staff and the US Defense Attaché and liaised with multiple international and host nation partners. Conducted over 200 meetings and produced 121 intelligence reports; 21 reports were briefed to the US DoD Joint Chiefs of Staff and the Secretary of Defense. Developed a Human Intelligence source pool and developed and maintained relationships with Counterintelligence (CI) sources during a six-week lapse in CI personnel coverage. Increased source network by 50% throughout Somalia.
  • Volunteered to serve additional duty as on-site intelligence analyst for the MCC and served as the Dataminr subject matter expert for the MCC. Served as MCC Security Clearance Manager. Conducted a physical security assessment and supervised the physical security team of approximately 24 Soldiers for the deputy commanding general of the Combined Joint Task Force – Horn of Africa (CJTF-HOA) Brigadier General Castellanos’ Eid al-Fitr dinner for over 50 senior government and military officials of Somalia, AMISOM and allied partners.
  • Played key role on the MCC Force Protection/Physical Security Team, neutralizing threats and improving the Mogadishu International Airport compound’s force protection posture through reporting and real-time atmospherics.
06/2012 to 03/2015
PECO Customer Consultant PECO Energy City, STATE,
  • Address customer inquiries via telephone and properly route requests in relation to service orders as well as electric and gas service emergencies.
  • Coordinate work with other departments to meet the needs of customers.
  • Maintained a call quality level in excess of 98%.
  • Researched and resolved account and service problems with friendly, knowledgeable support.
  • Listened to customers in actively to assess issues and provide accurate information.
  • Documented customer concerns and inquiry resolutions in internal computer system.
  • Handled over 75 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
06/2006 to 01/2012
CSR II/Store Supervisor TD BANK City, STATE,
  • Certified Consumer Lender.
  • Enforced policies and procedures of the company, as well as federal banking regulations with staff.
  • Prepared and submitted Suspicious Activity Reports and Currency Transaction Reports per AML/BSA regulations.
  • Managed the Store in the absence of the Manager and Assistant Manager.
  • Proficient in researching and correcting accounting discrepancies.
  • Responsible for the ordering and shipping cash, as well as organizing and teaching financial education classes to the public.
  • Supervised a staff of approximately twelve employees.
  • Responsible for staff management and career development.
  • Responsible for the management and settlement of sums in excess of $250,000.
  • Worked with commercial loan officers as a Small Business Specialist that resulted in excess of $1 million in generated loans for the Montgomery County (PA) region.
  • Resolved problems, improved operations and provided exceptional service.
Expected in 05/2003
Bachelor of Science: Administration of Justice
Pennsylvania State University - Abington, PA,
  • Minored in Sociology
  • Awarded the Joint Service Commendation Medal for being the most prolific producer of intelligence reports in the CJTF-HOA area of operations
  • Awarded Brigade Command Sergeant Major (CSM) coin for excellence for NGB Operational Security (OPSEC) Inspection
  • Awarded Army Achievement Medal (4th career) for outstanding performance as acting S-2 NCOIC, a position two (2) pay grades above current position
  • Awarded the Army Commendation Medal for an instrumental role as the lead analyst during a brigade-level training exercise and for supervising the Physical Security readiness of the brigade which resulted in a 98% success rate in a National Guard Bureau inspection
  • Awarded the Brihade Commander’s Coin for the 50th Infantry Brigade Combat Team for Analysis and Leadership during a Brigade Staff Warfighter exercise
  • Worked at the US Army Intelligence & Security Command (INSCOM) developing Brigade-level intelligence resources
  • Served as the NCOIC of a HUMINT Operations Management Team during a Joint Intelligence Training Center (JICTC) exercise while an E-4, a position three (3) pay grades above position at the time of the exercise

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Resume Overview

School Attended

  • Pennsylvania State University

Job Titles Held:

  • PECO Associate Business Analyst
  • Human Intelligence Collector
  • PECO Customer Consultant
  • CSR II/Store Supervisor


  • Bachelor of Science

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