ANDREW HODANICH
Pittsburgh,PA
Summary
Professional Configuration Specialist with comprehensive experience in managing and optimizing system configurations. Expertise in data analysis, software implementation, and process improvement. Strong focus on team collaboration and delivering impactful results. Known for adaptability and reliability in dynamic environments. Skilled in troubleshooting, systems integration, and documentation.
Overview
15
15
years of professional experience
Work History
PRODUCT CONFIGURATION ANALYST
NRG
Pittsburgh, PA
01.2015 - Current
- In this role, I am responsible for maintaining the company's product suite of over 400 products
- Ensure accounts are set up correctly to invoice and oversee billing accuracy
- Assist in the implementation of new systems, ensuring seamless integration with existing infrastructure through careful configuration planning.
- Develop comprehensive documentation for all configuration processes, facilitating knowledge sharing among team members.
- Perform product analytics, including product profitability and continuous review of the active product suite to ensure competitiveness
- Play a key role within the Product Configuration Team to analyze and operationalize the appropriate solutions to regulatory change events
- Facilitate smooth transitions during organizational mergers or acquisitions by developing strategies for integrating disparate systems'' configurations and data.
- Work with end-to-end product development including product creation to product invoicing
- Ensure quality control monitoring of the billing configuration infrastructure and support that pricing attributes are being performed as designed
- Support Sales and business units within the company to drive revenue growth
- Support customers and government teams with accurate, timely information on infrastructure system and service configuration items.
- Implement change control, configuration status accounting and configuration audits.
KEY CLIENT SERVICE ANALYST
Direct Energy Business
Pittsburgh
01.2014 - 01.2015
- Developed and maintained broker relationships
- Provided energy expertise for key clients
- Developed reporting for key clients to utilize for energy management needs
- Identified and carried out process improvements to reduce operating deficiencies
- Worked to improve productivity across products and client service
- Supported all customer facing teams and operations
- Proactively identified potential issues affecting clients' accounts, taking steps to address them before they escalated into larger concerns.
- Collaborated cross-functionally with other departments to ensure seamless delivery of services across the organization''s offerings.
- Provided support during annual audits, ensuring all necessary documentation was readily available and accurately maintained.
- Demonstrated adaptability by quickly learning new software programs and industry-specific regulations to better serve clients'' needs.
ISSUE RESOLUTION ANALYST
Direct Energy Business
Pittsburgh, PA
01.2013 - 01.2014
- Resolved customer and system issues
- Managed a high volume of cases simultaneously while maintaining exceptional attention to detail and adherence to established timelines for resolution.
- Trained new team members on company policies, procedures, and best practices, ensuring consistent service quality across the team.
- Leveraged strong analytical skills to identify patterns in customer complaints and propose data-driven resolutions.
- Supported continuous improvement initiatives within the department by routinely sharing insights from case experiences with peers and supervisors.
- Demonstrated expert knowledge of industry regulations, compliance requirements, and internal policies when addressing client concerns or disputes.
CUSTOMER EXPERIENCE AGENT
Direct Energy Business
Pittsburgh, PA
01.2012 - 01.2013
- Ensured the timely processing of all customer requests
- Analyzed and reconcile customer accounts with respect to provision of service
- Addressed payment and/or billing related customer issues
- Supported customer contract renewal requests by coordinating with Retention Agents
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated customer complaints and escalated issues to address critical requests.
HIGH SCHOOL FOOTBALL COACH
North Catholic High School
Pittsburgh, PA
01.2010 - 01.2012
- Worked directly with student-athletes during practice and game situations
- Scouted oppositions and helped formulate game plans week to week
- Enhanced player strength and conditioning with focused workout programs tailored to individual needs.
- Improved team communication and collaboration on the field through regular drills and practice sessions.
- Assisted in the development of future football coaches through mentorship and guidance, creating a lasting legacy for the program.
Education
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION
Waynesburg University
Pittsburgh, PA01.2009
Skills
- Microsoft Office 365
- SQL
- Root Cause Analysis
- Business and Sales Analysis
- Training/Mentorship
- Customer Experience
- Salesforce
- Client Support
- ERM Billing System
- SAP
- Revenue Exelergy
- Software development life cycle
Timeline
PRODUCT CONFIGURATION ANALYST
NRG
01.2015 - Current
KEY CLIENT SERVICE ANALYST
Direct Energy Business
01.2014 - 01.2015
ISSUE RESOLUTION ANALYST
Direct Energy Business
01.2013 - 01.2014
CUSTOMER EXPERIENCE AGENT
Direct Energy Business
01.2012 - 01.2013
HIGH SCHOOL FOOTBALL COACH
North Catholic High School
01.2010 - 01.2012
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION
Waynesburg University
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