MOHAMMAD TAYYAB DARZI
Houston,TX
Summary
Business Operations Analyst supporting customer acquisition, retention, and enrollment changes across a 2.7 million-customer retail energy base. Uses root cause analysis, requirements gathering, SQL, and SAP to assess data impact, validate fixes through UAT, and support regulatory and audit needs. Recognized by leadership 10 times for work that has saved more than 110 hours a year.
Overview
18
18
years of professional experience
Work History
Business Operations Analyst
NRG Energy
Houston, TX
2021.11 - Current
- Support 7 Texas brands and the Direct Energy Canada brand across residential and small business segments, covering customer acquisition, retention and multiple enrollment types for a 2.7 million-customer base.
- Assess the data and customer impact of system changes, defects and operational exceptions across that base, tracing each to root cause with Operations, SAP IT, Call Center and Customer Journey teams, and contributing to quarterly SOX audit activities.
- Lead and support UAT and regression testing for enrollment and fulfillment changes. Completed the Call Center Early Credit UAT despite multiple roadblocks, validating impacted enrollment types to prevent downstream fulfillment effects.
- Worked with IT on a Legal/Regulatory-approved EFL solution that lets an incorrect fulfillment be superseded by the correct one, eliminating the need for a contact log.
- Tested and implemented duplicate-fulfillment enhancements including promo code capture for transparency, saving 21 hours annually, and a Direct Energy Canada change ensuring document delivery to customers' preferred mailing addresses.
- Tested and implemented Fulfillment Type L for customers affected by Salesforce List Detective, replacing spreadsheet-only tracking with system tracking (approximately 10 hours saved annually); supported the List Detective automation initiative, which eliminated a manual compliance process (approximately 420 annual hours of team-level savings).
- Expanded paper fulfillment reporting with new tracking fields and retained history, saving 80 hours of manual work annually; partnered with SAP IT to automate the hold-bounce process, reducing manual intervention.
- Resolved test cases and Public Utility Commission requests for 7 Texas brands to prevent fines and penalties; tested and delivered 5 major brand implementations on schedule, supporting urgent Canada regulatory request for operating license renewal.
- Retail electricity provider with 2.7 million customers across residential and small business segments. Brands: Reliant, Direct Energy (Texas and Canada), Green Mountain Energy, Xoom, Stream, Cirro and Discount Power.
Business Systems Analyst
Empyrean Benefit Solutions
Houston, TX
2019.03 - 2020.11
- Analyzed benefits administration cases using SQL and Excel, identifying root causes that reduced ongoing case volume and prevented recurring system errors.
- Created, executed and maintained test plans (unit, functional, integration and regression) for all new system functionality, supporting Annual Enrollment delivery in 2019 and 2020.
- Translated business requirements into system configurations, partnering with Implementation and System Managers to migrate existing processes to a new platform.
- Acted as a subject matter expert for Evidence of Insurability (EOI) product development and collaborated with Shared Services teams to deliver ancillary services.
Operations Analyst / Customer Support
Riviana Foods
Houston, TX
2018.01 - 2019.03
- Monitored shipments and identified service issues, collaborating with operations to resolve discrepancies and maintain customer satisfaction.
- Reviewed statistical forecast models for accuracy, identifying opportunities to enhance forecast reliability for production planning.
- Built SAP reports to track inventory across 1,800+ stores and five distribution centers, giving stakeholders visibility into sales and inventory trends.
IT Application Intern
Brightstar Corporation
Miami, FL
2017.06 - 2017.08
- Coordinated SIT and UAT with end users and supported PMO deliverables across five countries.
Accounting Coordinator
Quality Seafood Distributors
Miami, FL
2015.01 - 2017.01
- Managed 61 accounts totaling $11 million in annual revenue, reduced accounts receivable from 35% to 15%, and facilitated company's largest product launch generating $4.8 million in annual revenue.
Production Controller
AAR Aircraft Services
Miami, FL
2009.01 - 2014.01
- Reduced aircraft delivery delays over 75% and minimized documentation rejections by 90%.
Education
Bachelor of Business Administration - Management Information Systems
Florida International University
Miami, FL2017-08
Skills
- Business Analysis Data Impact Analysis Root Cause Analysis User Acceptance Testing Requirements Gathering Process Automation Process Improvement Customer Journey Mapping Customer Onboarding Operational Reporting Data Validation Utility Regulatory Compliance Audit Process Improvement Stakeholder Management
- Analytics and reporting: Excel; SQL; Tableau (foundational); Power BI (foundational)
- Systems and collaboration: SAP; Jira; Confluence; SharePoint; Team Foundation Server
- Agile Project Management
Timeline
Business Operations Analyst
NRG Energy
2021.11 - Current
Business Systems Analyst
Empyrean Benefit Solutions
2019.03 - 2020.11
Operations Analyst / Customer Support
Riviana Foods
2018.01 - 2019.03
IT Application Intern
Brightstar Corporation
2017.06 - 2017.08
Accounting Coordinator
Quality Seafood Distributors
2015.01 - 2017.01
Production Controller
AAR Aircraft Services
2009.01 - 2014.01
Bachelor of Business Administration - Management Information Systems
Florida International University