Barbara Kappes

ESSENTIAL DUTIES and RESPONSIBILITIES

• Received, initiated, and managed tracking of customer-related inquiries pertaining to the NYISO markets and/or market-related systems. Inquiries are received through multiple channels, Email, Chat, Phone and Member Community Portal. Inquiries are also relayed through other NYISO departments as they interact with NYISO customers and Market Participants.
  
• Documented all customer related activities (inquiries, contact data, contact roles and pertinent information on participation in the NYISO markets in the CRM-Customer Relationship Management software & the MIS-Market Information System.
• Performed research to resolve customer inquiries and provide a detailed resolution. Research may involve one or more of the following:Review of NYISO Tariffs, Manuals, User Guides and Technical Bulletins.
  Utilization and a functional understanding of NYISO Data systems.
  Consultation with other Stakeholder Services Team Members.
  Consultation and discussion with NYISO Subject Matter Experts residing in other departments in a particular area.
  Coordinating conference calls with all parties involved to review issue and propose solutions. Meeting may take place over multiple weeks/months and could require involvement with many NYISO departments.
  
• Performed periodic and ad hoc reports and analyses. Involved; accessing systems, generating reports and review findings/interpret results and then communicate information back to the customer. Involvement with other NYISO departments may have been required to discern information and facilitate positive outcomes.
• Served as a customer advocate for the Market Participant– thoroughly understanding their position (which may be of a highly technical and complex nature), and adequately represented them in NYISO meetings and discussions.
• Understood NYISO’s position on market design strategies and conveyed those positions when appropriate.
• Developed a professional relationship with assigned Market Participants. Worked with Market Participants to identify and resolve their company-wide issues, which may be of a highly technical and complex nature. Ensured that the Market Participants’ issues were properly shared within the department or NYISO, if appropriate.
• Responsible for customer data entry and contact data maintenance in NYISO’s CRM-Customer Relationship Software, including access and administration processes for many of NYISO’s software systems.
• Prepared and processed customer Dispute and Claims Committee (DAC) claims, which may have been of a highly technical and complex nature, on behalf of Market Participants. Analyzed and presented claims to the COO-Chief Operating Officer and DAC Committee with a proposed resolution. Conveyed results of the DAC to the Market Participant including communicating financial impacts of the DAC and when/if compensation will be delivered.
• Developed and delivered presentations related to NYISO Stakeholder Services departmental functions.
• Worked in conjunction with other NYISO departments to send communications to the Marketplace by utilizing NYISO’s email software system integrated with the CRM tool. This included complex software and outage notifications for critical NYISO markets systems.
• Ability to understand NYISO technical documents (tariffs, technical bulletins, manuals, guides, etc.) for discussions with both internal and external customers.
• Worked directly with internal NYISO departments (e.g., project management, information technology) to test and coordinate new product enhancements.
• Ability to maintain composure and confidence when faced with tense or stressful situations including the ability to engage / update management when necessary.
• Maintained current knowledge of the energy industry and NYISO system applications by following pertinent industry energy news as well NYISO technical bulletins, documentation changes and market design enhancements impacting NYISO’s Market Services Tariff (MST) and Open Access Transmission Tariff (OATT).
• Trained Stakeholder Services representatives to educate them on the various inquiries related topics to expand the knowledgebase across the department. Shared insights and experiences, promoted a collaborative climate for learning. This included developing Knowledge Articles for the Knowledge Article Platform.
• Worked closely with the Information Technology department to communicate technical changes impacting NYISO’s Market Participants. (e.g., security communication protocols, digital certificates, access control, market outages to NYISO systems, etc.)
• Worked closely with NYISO Legal, IT, Operations, and Planning departments to facilitate access to CEII-Critical Energy Infrastructure Information. Process requests and communicate access status for Market Participants and organizations participating in NYISO’s Interconnection process.
• Responsible for resolving access issues related to CEII access and work with internal NYISO resources when needed.
• Worked closely with NYISO departments to facilitate annual processes mandated by NYISO Market Tariffs. Responsible for coordinating and communicating updates to all NYISO’s Market Participants to ensure compliance. Responsible for supporting (access and functionality) to all NYISO’s markets, products and services including software systems serving energy to 20 million residents of NY.