ISRAEL GALVEZ
Plano
Summary
Results-driven Data Analyst with expertise in stakeholder engagement, data collection, data cleaning and data extraction utilizing SQL, Excel, and Power BI. Skilled in translating business requirements into clear actionable insights, bridging the gap between Operations and Technology Services. Improved Operations efficiency by reducing projects backlog by 45% and increased daily productivity by 33% using Excel-SQL hybrid templates.
Overview
16
16
years of professional experience
Work History
SR. BUSINESS ANALYST II
Vistra Corporation
Irving, TX
02.2023 - 12.2025
- Delivered major projects aimed at consolidating multiple billing systems for 786K+ customers, driving a 75% increase in operational efficiency and eliminating high-cost, non-proprietary third-party solutions.
- Documented functional and non-functional requirements using Functional Specification Documents (FSD), User Interface (UI) mockups, and process flowcharts to enhance communication between business and technical teams.
- Facilitated Agile ceremonies, including daily scrum meetings, Sprint Planning, Backlog Refinement, and Retrospectives to align cross-functional teams and streamline high-priority feature development.
- Managed full lifecycle of project backlogs in Azure DevOps, ensuring meticulous documentation, real-time updates, and clear acceptance criteria to align product owners, development, and QA teams.
- Leveraged advanced SQL and Snowflake queries to engineer ad-hoc reports, providing executive leadership with actionable insights for daily operations performance and strategic project initiatives.
BILLING EXCEPTIONS SPECIALIST
Vistra Corporation
Irving, TX
11.2019 - 02.2023
- Designed automated Excel-SQL hybrid templates to optimize billing exception workflows, achieving a 33% boost in team productivity and accelerating Guaranteed Savings Plan (GSP) backlog clearance by 45%.
- Mitigated financial risk for GSP by identifying and correcting critical calculation errors, enhancing billing accuracy for three thousand accounts.
- Collaborated with Product, Pricing, and Technology teams to align Billing Operations with Technology roadmaps, addressing high-impact gap-closure initiatives that improved billing integrity.
- Developed detailed user stories that established clear business requirements and acceptance criteria, ensuring effective development process and supporting successful User Acceptance Testing (UAT) to address GSP calculation discrepancies.
NATIONAL TEAM LEAD
Vistra Corporation
Irving, TX
10.2015 - 10.2019
- Spearheaded continuous improvement initiatives, mentoring 100 agents with data-backed feedback to align with standard operating procedures (SOPs) and quality benchmarks.
- Acted as primary liaison between internal business units, resolving systemic billing and transaction errors through consistent follow-through on identified issues.
- Analyzed and resolved complex customer service escalations by identifying underlying process gaps, utilizing root cause analysis and strategic problem-solving to deliver permanent resolutions.
QUALITY ASSURANCE – OPERATIONS
Vistra Corporation
Irving, TX
04.2014 - 10.2014
- Conducted quality audits of customer interactions to ensure 100% alignment with regulatory compliance, internal service-level agreements (SLAs), and quality controls.
- Spearheaded daily knowledge-sharing sessions, providing technical guidance to agents, mitigating recurring errors and maintaining quality standards.
- Identified operational gaps and collaborated with Training department to improve processes, updating training documentation and significantly reducing error rates.
SPECIALTY CUSTOMER SUPPORT REPRESENTATIVE
Vistra Corporation
Irving, TX
04.2013 - 04.2014
- Consulted with senior leadership to resolve high-priority 'out-of-scope' escalations, developing tailored solutions for complex billing scenarios outside standard operating procedures.
- Resolved complex billing inquiries, exceeding departmental quality assurance (QA) benchmarks through a focus on quality.
- Supported the resolution of enrollment bottlenecks, collaborating with potential customers to rectify documentation gaps and streamline the end-to-end onboarding lifecycle.
TECHNICAL SUPPORT REPRESENTATIVE
T-Mobile
Frisco, Texas
01.2010 - 12.2013
Education
Computer-aided Design
Collin College
Plano, TXCommunicating Data Insights, Computer-aided Design, Data Visualization
Data Camp
OnlineSkills
- Stakeholder Engagement
- Requirements Management
- Agile Methodology
- Team Leadership
- Cross-Functional Collaboration
- User Acceptance Testing
- Root Cause Analyses
- Analytical Thinking
- Data Analysis
- Microsoft Excel Mastery
- SQL Proficiency
LANGUAGES
Spanish: Professional
Timeline
SR. BUSINESS ANALYST II
Vistra Corporation
02.2023 - 12.2025
BILLING EXCEPTIONS SPECIALIST
Vistra Corporation
11.2019 - 02.2023
NATIONAL TEAM LEAD
Vistra Corporation
10.2015 - 10.2019
QUALITY ASSURANCE – OPERATIONS
Vistra Corporation
04.2014 - 10.2014
SPECIALTY CUSTOMER SUPPORT REPRESENTATIVE
Vistra Corporation
04.2013 - 04.2014
TECHNICAL SUPPORT REPRESENTATIVE
T-Mobile
01.2010 - 12.2013
Communicating Data Insights, Computer-aided Design, Data Visualization
Data Camp
Computer-aided Design
Collin College