Summary
Overview
Work History
Skills
Accomplishments
Certification
Timeline
Generic

Kirsten Labella

Pennsville,NJ

Summary

Results-driven Business Analyst with over 8 years of progressive experience in the gas and electric utility industry. Known for exceptional communication, cross-functional collaboration, and sharp attention to detail. Adept at juggling multiple priorities in fast-paced, high-stakes environments with a consistent track record of meeting—and exceeding—deadlines. Proactive and solutions-oriented, with a strong focus on process optimization, operational efficiency, and continuous improvement. Highly organized and dependable team contributor who thrives in collaborative settings and consistently supports overarching project goals.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Business Analyst – Special Billing Department

Exelon
01.2024 - Current
  • Serve as a key liaison between project managers, engineers, and finance to ensure accurate invoicing of non-regulated special billing projects.
  • Oversee and manage the refunds and developer deposit processes across multiple utilities (Atlantic City Electric, Delmarva Power, and Pepco).
  • Analyze and reconcile project costs to ensure alignment with customer agreements and regulatory guidelines.
  • Implement process improvements to streamline billing workflows and enhance accuracy and efficiency.
  • Maintain data integrity and support audits by providing thorough documentation and reporting.
  • Collaborate cross-functionally to resolve complex billing issues and provide timely solutions for internal and external stakeholders.

Gas System Operator (Grade B)

Exelon
03.2021 - 12.2023
  • Identifies and rectifies abnormal operating conditions as received from field technicians and/or SCADA alarms
  • Utilized GIS mapping software to analyze and map out system operations
  • Maintains regulated pressure on distribution systems by making flow rate and pressure changes to city gate and district regulator stations
  • Manages the daily gas supply contracts and transactions on behalf of the company as well as third party shippers that have access to National Grid's gas system resources.
  • Balances on system and off system operational constraints with intra-day swing requirements, and weather forecast uncertainty to achieve service reliability
  • Prepares hourly, daily and monthly gas logging reports and statistics
  • Helps coordinate scheduled or emergency maintenance of all major gas system components

Customer Care Representative

Exelon
09.2017 - 03.2021
  • Provided superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems
  • Serviced inbound and outbound calls following appropriate guidelines
  • Handled a high volume of incoming calls regarding collections
  • Explained company policies, procedures and government regulations as they relate to customer billing and service
  • Easily adapted to new policies and procedures
  • Participated in monthly team meetings to ensure the accuracy of proper procedures involving both billing and safety
  • Exceeded monthly communication stats
  • Trained new Customer Care Representatives and provided ongoing support and coaching

Skills

  • SCADA Systems Monitoring & Operation
  • Strategic Planning & Execution
  • Emergency Response Coordination
  • Multitasking in High-Pressure Environments
  • Cross-Functional Team Collaboration
  • Leadership & Staff Mentorship
  • Critical Thinking & Decision-Making
  • Time Management & Prioritization

Accomplishments

    Premier Customer Experience Award September 2018

    Customer Care Excellent Achiever Award September 2019

Certification

Identifying Your Hazardous Wastes Osha.com


Spill Prevention, Control, and Countermeasure Osha.com


Bloodborne Pathogens Osha.com

Timeline

Business Analyst – Special Billing Department

Exelon
01.2024 - Current

Gas System Operator (Grade B)

Exelon
03.2021 - 12.2023

Customer Care Representative

Exelon
09.2017 - 03.2021

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Kirsten Labella