retail operations analyst resume example with 13+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Results-driven energy industry professional with 15 years of experience and focus detail and customer satisfaction. Flexible with changing assignments and specific needs of different technical projects. Talents include training and teaching people of different backgrounds.

  • Outstanding interpersonal skills and remarkably effective written and verbal communication facilities, having received explicit praise in this area from colleagues and supervisors throughout my working career
  • Extreme degree of organization, persistence and detail orientation while working through complex or disorganized tasks
  • Extensive, 8-year experience with data analysis and reporting
  • High aptitude for rapidly learning and effectively employing customer relationship, data management and testing platforms: Siebel, ISTA, Lodestar, Genesis, Power BI, Application Life Cycle Management
Work History
Retail Operations Analyst, 10/2016 - Current
Swedish Match Ab Lowell, MA,
  • Responsible for billing, transaction monitoring and data resolution for over a dozen electricity and gas utilities within several states.
  • Perform daily audits of Electronic Data Interchange (EDI) transactions to identify and resolve failures.
  • Utilize a comprehensive KPI dashboard (Power BI) and SQL queries to isolate and correct enrollment and drop rejections, price plan changes, missing or mismatched account details and ensure invoices process to completion.
  • Receive commendation for providing outstanding, end-to-end training of new employees, with ongoing mentoring until they reach full proficiency.
  • Present updates and operational metrics on weekly KPI calls, and review areas for improvement within the team.
  • Provide timely solutions to internal issues raised through e-mail or a service ticket portal.
  • Carry out user acceptance testing in stage platform environment to assess system enhancement impact on downstream processes.
Billing Associate, 11/2013 - 10/2016
Veritext Los Angeles, CA,
  • Followed the order to cash process using an Oracle-based billing engine to facilitate transaction exchanges with respective gas utility companies.
  • Employed SQL queries and advanced Microsoft Excel functions to regularly tabulate and clean up unbilled data for 55,000 customer accounts.
  • Managed and provided direct customer-level support for over 150 US Postal Service accounts in five utility markets. Tracked usage, manually generated invoices and located and applied payments while providing historical reconciliations and participating in weekly calls with USPS.
  • Collaborated with Business Execution, IT Application Support, Collections, Fulfillment and Customer Care to document business requirements, redefine system processes and perform user acceptance and regression testing.
Senior Compliance Analyst, 03/2011 - 11/2013
Assurant Vancouver, WA,
  • Administered thousands of customer complaints from receipt to successful resolution, including those formally filed through public utility commissions, the Better Business Bureau, attorneys general and consumer protection agencies.
  • Eliminated a 14-month backlog of formal and informal customer complaints within 60 days of assuming the role.
  • Improved the company's Better Business Score by a full letter grade after being tasked single-handedly with addressing all complaints and consumer correspondence received from the BBB.
  • Interfaced with Legal, Operations, IT, Billing, Collections, Customer and Marketing departments to develop permanent solutions for issues identified as potential complaint drivers.
  • Used customer relationship management platforms to track workflow status, employing 46 parameters to accurately reflect the source and nature of each filed complaint, initial and actual root causes, department or vendor responsible, cost of resolution and the complaint outcome, among other data directly transferrable to reports.
  • Maintained a comprehensive knowledge of over 60 utility markets, each governed by unique statutes and having its own processes.
Customer Care Team Lead, 11/2007 - 03/2011
Chicago Lighthouse Chicago, IL,
  • Effectively handled more than 2,300 escalated customer calls while reviewing, documenting and providing follow-up for 2,100 third-party verification and in-house call recording disputes between January 2008 and January 2011.
  • Served as a mentor and guide for 25-30 customer care representatives, providing regular coaching to help these employees develop their skills and deliver an improved customer service experience.
  • Documented six metrics related to individual and team performance tracked across weekly, monthly and annual timeframes, with status reports generated for management weekly.
Bachelor of Arts: American Studies, Expected in
University of Maryland - College Park - College Park, MD
Status -

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Resume Overview

School Attended

  • University of Maryland - College Park

Job Titles Held:

  • Retail Operations Analyst
  • Billing Associate
  • Senior Compliance Analyst
  • Customer Care Team Lead


  • Bachelor of Arts

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