Jennifer Torrez

•Increased efficiency by streamlining data analysis processes and implementing automation tools.

•Identified trends and patterns in large datasets, leading to actionable insights for business growth.

•Supported customer relations by providing clear communication of complex findings through visualizations and reports.

•Enhanced customer satisfaction rates through detailed analysis of customer feedback data.

•Investigated and addressed system issues to enhance usability and improve functionality.

•Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.

•Performed internal system acceptance to deliver well-tested enhancements and meet business and customer requirements.

•Manage requirement traceability and changes on IT projects.

•Conducted daily audits of insurance policies to ensure accuracy and reported abnormalities.

•Created/revised, organized, and archived training materials to support future employees.

•Improved business processes by analyzing current practices and recommending optimization strategies.

•Support AMI Head-end systems, Command Center, and UIQ.

•Worked daily with networked meter systems, MDS, MACSS, MDM, and AMI Head End Systems

• Provided system administration and support to enable efficient and effective Meter and Revenue Operations for Operating Companies.

• Ensured accurate and timely meter data billing by collecting daily Gap Meter reads.

• Coordinated and ran company work group weekly meeting to review projects, open items, and documented minutes and action items.

• Identify and initiate process improvements by working closely with other departments, operating companies, and vendors.

• Gathered data from various sources to make data-driven decisions.

• Created business process documentation to support customers in various Operating Companies.

•Identified opportunities to improve business process flows and overall departmental productivity.

•Employed optimal safety practices to reduce work site complaints, hazards, incidents, or lost-time accidents to improve overall OSHA scores and expand bid opportunities.

•Developed and updated spreadsheets and databases to track, analyze, and report performance and safety data.

•Supported efficient conferences by organizing zoom meetings, documenting discussions, and distributing meeting notes.

•Develop and distribute company-wide training material for the natural disaster response process.

•Achieved and maintained customer loyalty by forging long-term relationships based on prompt and courteous service with vendors.

•Resolved vendor billing issues by handling invoice discrepancies and missed/late payments.

•Tested newly established vendor authentication process with users' stories provided by IT to confirm or troubleshoot expected user experience.

•Analyzed and enacted Distribution Forestry and Distribution Line contracts by cross-referencing imported rates in CAMPs to the agreement to guarantee correct and timely payments to vendors.

•Gathered fuel expenditures from various depositories to reimburse vendors/contractors according to contracted agreement rates.

•Utilized strong analytical skills and various experiences working with cross-functional teams, to enhanced both internal and external customer online account registration.

•Assembled stakeholders to resolve process gaps by quantifying the customer or revenue impact to mitigate the losses.
•Assisted in preparing a cost analysis by extracting and interpreting financial data to justify technical application changes.
•Consolidated financial data and materials for key leadership meetings.
•Wrote SQL code to uncover issues impacting customer billing and situations where customers are under or over-billed.

•Performed regular audits on accounts that fit billing issue criteria to ensure IT fixes remained intact.

•Supervised and prioritized multiple national billing issues, utilizing impeccable time management and organizational skills.

•Investigated root causes, presented with appropriate investigation teams, and managed work queues.
•Used project management skills to track billing issues from beginning to end, ensuring a timely resolution to prevent future revenue risk.
•Partner cross-functionally with Customer Service, Marketing and Operations support organizations, Area Finance, Network, and outside vendors to drive discrepancies to closure.
•Worked with IT and other teams to resolve basic to advanced system issues.
• Review daily system operations to monitor completed audits and workflows to other billing teams.
•Troubleshoot issues by considering surrounding conditions such as new IT code changes, new product launches, network migrations, and Price plan changes.
•Compiled critical statistics for the Monthly KPI Report and related Operations Reviews with Sr. Leaders related to Error Handling functions.
•Ensure ongoing compliance with all SOX-related procedures for Error Handling processes.