1. Emily Hill
1533 Scharpe St
Houston, TX 77023
832-366-6200
Hemama324@yahoo.com
Summary
Top performing analyst and innovative leader with a track record of building and maintaining professional relationships
resulting in productive and efficient workflow. Excellent analytical background in the energy industry with over 12 years of
experience in customer support and a passion for performance and process analysis. Experienced in managing high-
profile initiatives and critical projects in support of corporate philosophy and objectives. Skilled at communicating office
policies, procedures, rules and regulations in written and verbal form. Proven ability to multi-task a wide range of
challenges while demonstrating effective time management and a professional, integrity-driven work ethic. Exceptional
ability with problem-solving and conflict resolution. Loyal, competent and passionately dedicated to supporting sustainable
business practices. E xperienced in Siebel, SQL, SAP, CRM, ISTA, Worksoft and Microsoft Office.
Experience
GDF Suez NA – Think Energy
Retail Contract Management Analyst June 2015 – Present
 Responsible for business contract compliance, validation and delivery for all broker enrollments and renewals,
streamlining the process by 30%
 Serve as team project lead in the design/implementation of both tactical and strategic system enhancements
 Create and maintain residential and commercial pricing within the ERCOT, PJM, NEPOOL and NYSEG markets
 Responsible for operational requirements for new market entry and business acquisitions
 Work directly with Sales, Marketing, Billing and Customer Resolution to resolve transaction related exceptions
 Responsible for securely importing and exporting confidential customer information via sFTP server
 Analyze process operations to support total data quality management
 Maintain process documentation and provide training
Reliant/NRG
Customer Support Analyst October 2010 – June 2015
 Facilitate the automation of an online residential service request portal, reducing overhead by 50% and increasing
acquisitions by 15%
 Spearhead the departmental/process integration with one of our sister companies, reducing inefficiencies by 3
full-time positions
 Collaborate with various departments to create multifamily residential enrollment forms that increased overall NPS
and brand loyalty
 Managed the Home Electricity Efficiency Review reporting process yielding 38,000 manual reports within 9
months
 Serve as support analyst and database administrator for 3rd party enrollment vendors across all NRG brands
 Manage workflow and a team of customer support specialists in Houston, Austin and Plano ensuring daily SLAs
are met
 Analyze process operations to support regulatory industry standards in the ERCOT market per the Public Utility
Commission of Texas
 Compile ad-hoc reports on vendor acquisition totals and conduct root cause analysis on any discrepancies
 Utilize Six Sigma methodologies to facilitate process improvements and revise/create training documents
 Use Customer Relationship Management (CRM), SAP and Worksoft software
 Experienced in creating Business Requirements Document (BRD)
 Facilitate weekly leadership meetings, utilizing Excel and PowerPoint to provide project status and presentations
 Experienced in UAT testing
 Generate statements identifying usage, billing and payment activity for customers within all of the NRG brands
 Process business contract renewals resulting in increased customer retention

2. Key Segment Analyst January 2007 – October 2010
 Identified patterns generating customer issues and assisted with the development of process improvements to
mitigate them further
 Collaborated with Account Escalations, Billing, Sales and Market Relations to correct all transaction related
discrepancies, in addition to other departments
 Administered a pilot program for Builder and Multifamily customers in conjunction with Marketing
 Directly managed a private line for Builders to assist with meter, permit and order requests
 Served as the SME for areas of responsibility
Education
University of Wisconsin, Bachelors in Sustainable Business Management – December 2016
Houston Community College, Associate of Science/Horticulture Certification
Houston Community College, Associate of Arts
Certifications
Reliant/NRG Leadership Project Management
Lean Six Sigma Professional Certification (in process)
Change Management Specialist Certification (in process)
Development, Organizations, Volunteer Activities and Awards
Within Reliant/NRG:
 Lead analyst for an attendance revision project for call center operations
 Pathway to Leadership 2013 – Distinctly chosen to participate in NRG’s leadership program, receiving Six Sigma
and Project Management training, to lead the coordination of new system and process enhancements that
promote empowerment among agents and drive customer satisfaction
 EcoNRG Member- Internal organization where our buildings LEED enhancements, recycling audits and outside
community involvement are our primary focus
 Multiple Top Performance awards
 Participated in multiple whiteboard sessions for the Retail Operations Sustainability Initiative and various energy
efficient projects and pilot programs within Reliant
Skill Set
 Siebel, SQL, MS Office Suite, Web Publisher, Documentum, ERCOT portal, SAP(CRM, CICO, CCS), ISTA,
MarketTrak, Cisco, WebEx, Worksoft Certify, Blue Pumpkin, Sharepoint, Leankit, Various Vendor Portals,
Texas Set 4.0
 Knowledgeable in deregulated energy industry in ERCOT, PJM, NEPOOL, and NYSEG
 Project Management, Six Sigma, User Acceptance Testing