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Brittany Frankenberry

@brittanyfrankenberry

Customer-focused business analyst experienced in utility programs, process improvement, and empathetic customer service.

United States

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What I'm looking for

I seek a role that leverages my program administration and customer-analytics strengths in a collaborative, process-oriented team focused on helping customers and improving outcomes.

I am a detail-oriented assistant business analyst with hands-on experience analyzing low-income customer data, administering assistance programs, and coordinating outreach with state utility boards. I combine strong customer-service instincts with process discipline to support timely, compliant program delivery.

At FirstEnergy I queried and reported on customer populations, administered the Pennsylvania Customer Assistance Program, and acted as a CARES program analyst—managing referrals and working with contact centers and external funds to help customers in emergencies. I also served as a resolution specialist handling escalations and ensuring positive outcomes through de-escalation and adherence to process.

My background includes frontline customer service and supervisory roles where I coached teams, maintained operations, and supported cross-functional stakeholders. I bring proficiency with Microsoft Office, SAP, CRM tools, and Adobe, and I prioritize clear communication, accuracy, and a solutions-driven mindset.

Experience

Work history, roles, and key accomplishments

Assistant Business Analyst

FirstEnergy

Dec 2022 - Feb 2025 (2 years 2 months)

Queried low-income customer data to identify high-risk households and administered customer assistance programs, improving outreach and program participation reporting to five state utility boards.

Data Analysis Customer Assistance Programs SAP CRM Reporting Regulatory Compliance

Customer Service Associate

FirstEnergy

Mar 2017 - Dec 2022 (5 years 9 months)

Handled escalated customer calls and account analysis, resolving outages and explaining regulatory programs for low-income customers to improve resolution rates and customer satisfaction.

Customer Service Escalation Management Process Adherence CRM

Assistant Manager

Maurices

Mar 2017 - Sep 2017 (6 months)

Managed sales floor operations and coached staff during shifts, ensuring merchandising standards and stock levels were maintained to drive sales and team performance.

retail management Merchandising Operations Inventory Management Training Customer Service

Overnight Crew Lead

GetGo

Aug 2016 - Apr 2017 (8 months)

Led a 2–4 person overnight team, maintained stock and store cleanliness, and flexibly covered roles to ensure consistent customer experience and operational continuity.

Team Leadership Inventory Management Operations Customer Service Multitasking

At-Home Customer Service Associate

FedEx Services

Apr 2015 - Oct 2015 (6 months)

Resolved customer inquiries on tracking, claims, and pickups using multiple systems, improving resolution speed through efficient database searches and claims handling.

Customer Support Claims Processing CRM Tracking Systems Communication Time Management