Christopher Adragna Email & Phone Number

Poughkeepsie, New York, United States

Poughkeepsie, New York, United States

This role is within the Customer Experience team which works directly with the company’s contact center, operations, accounting, finance, and billing departments. The Business Analyst – Customer Experience works extensively within recently implemented SAP meter to cash Customer Information System (CIS). The Business Analyst will work on key strategic initiatives within customer experience

Monroe, New York, United States

• Responsible for maintaining and updating all revenue and non-revenue electric meter systems and programs utilizing manufacture supplied software. • Responsible for the development and maintenance of computer system operating procedures for Customer Meter Technology Operations. • Troubleshoots communication problems encountered with remote meter reading systems, Itron handheld, and AMI systems. • Provides support for the testing, integration, and maintenance of advanced billing schemes such as Retail Access, Demand Side Management, and Real Time Pricing. • Develops all customer aggregations’ on multiple recorder locations to support Billing, and Energy Management for load forecasting. • Develops all required automated interrogation schedules in the MV90 Translation system to retrieve data required to meet end users schedules. • Validates on a daily basis that all required customer data has been interrogated to support, O&R and RECO Real Time Pricing/Mandatory Hourly Pricing (RTP) requirements of the respective state commission.• Coordinates with system users and Information Technologies development of specifications for all required reports.• Establishes schedules bases on priority to implement new reports into the computer systems. Provides data and assists in the analysis of Billing problems, Line Loss issues, and Reactive measurements issues. • Prepares written procedures/guidelines to ensure adherence to policies and/or regulations. • Handles internal and external audit questions as a Subject Matter Expert.• Participates in the Company’s Storm Plan in a Site Safety Supervisor Capacity.

Oversees all Company Use accounts including billing and financial issues such as General Ledger numbers to assign debits/credit· Attentively handles the high bill report to ensure all work is completed within a requested amount of time and with succinct execution· Professionally interacts with multiple levels of management· Regularly works with Customer Energy Services for the manual billing of Gas Firm/Interruptible customers· Independently handles multiple types of billing and customer assistance-blended Work Flow Management orders· Researches Dusk to Dawn accounts to determine credits· Works jointly with several departments to investigate, analyze, and resolve to Customer Account issues· Ensures all manual bills meet the tariffs, rates and regulations set by the company and the state· Interacts with the rate structure of multiple service classifications daily to ensure billing accuracy

Professionally researched and resolved all inbound customer inquiries· Exceptional understanding of New York, New Jersey and Pennsylvania State Regulations· Advanced knowledge of Company policies, procedures and Tariffs· Effectively assisted in obtaining the departmental Telephone Service Factor goal· Performed Customer Service operations such as Work Flow Management orders, and other assigned functions such as outbound calls to advise customers of account issues.· Interacted with various Operations and Customer Service organizations to provide a plus one customer experience

Bachelor Of Science - Bs, Business Administration And Management, General

As, Computer And Information Sciences And Support Services