Title: Business and Process Analyst II
Company: FirstEnergy Corp.
Location: Warrensville Heights, Ohio, United States
Kristi C. Martin, Business and Process Analyst II at First Energy Corp., has been recognized by Marquis Who’s Who Top Business Owners for dedication, achievements, and leadership in Analytics and Customer Experience.
Ms. Martin has carved a distinguished career path, marked by her success and tenure with FirstEnergy Corporation in Fairlawn and Akron, Ohio. Recruited in 2003, she embarked on a remarkable two-decade-long tenure. Initially working as a customer service associate and later advancing to senior customer service specialist until 2012, Ms. Martin demonstrated her ability to add value to every department she worked in. Her dedication and proactive approach led to her appointment as a team lead for the organization’s MIC group from 2012 to 2016. During this period, she managed escalations related to new and commercial services, rates, tariffs, billing and payment plans, dispute resolution and more.
Continually progressing, Ms. Martin became a customer service coordinator at FirstEnergy Corporation in 2016 and subsequently advanced to the role of business analyst II in 2019. In this capacity, she develops use cases and facilitates periodic user role testing while creating and maintaining user role testing templates for SAP and CRM. Ms. Martin’s responsibilities also include overseeing the management and operations of a third-party call center and collaborating with external marketing and accounts payable billing vendors.
Ms. Martin’s journey began at Elsag Bailey Process Automation (now ABB), where she served as an FO field service coordinator from 1999 to 2000. She then transitioned to CNG Energy in Independence, Ohio, as a marketing assistant in large volume marketing until 2002. Ms. Martin’s early exposure to the energy sector was influenced by her father’s career at FirstEnergy Corporation, which sparked her interest in the industry.
Ms. Martin’s academic background includes a Bachelor of Arts in international studies from Otterbein University in Westerville, Ohio, in 2002, and coursework toward a Master of Business Administration in public health at Strayer University in Washington, D.C., in 2006. She also holds professional designations as a certified change management professional and a Six Sigma Lean Professional from MSI. These qualifications have been instrumental in Ms. Martin’s professional success.
Ms. Martin’s dedication extends to various professional organizations, including the International Association of Business Communicators. Her involvement reflects her commitment to continuous learning and professional development. Ms. Martin’s commitment to community service is evident through her extensive volunteer work with organizations such as Habitat for Humanity International, which she has supported since 1996, and ACCESS Women’s Health Justice, which she has been involved with since 2019.
In addition to her corporate achievements, Ms. Martin is an accomplished author of numerous children’s books. She is also actively involved in marriage counseling, where she shares her insights on balancing marriage with professional life through testimonies at church gatherings.
Ms. Martin’s contributions were recognized with several accolades, including the Model Award at FirstEnergy Corp in 2005 and the Ambassador of Safety Award in 2015. These accolades reflect her tireless work and unwavering dedication to excellence in performance. Looking ahead, Ms. Martin plans to enhance her skills in areas such as ECM, TextOne, Azure, Salesforce and Power BI to further advance her career. Her positive attitude and belief in self-improvement have been pivotal in shaping her successful career trajectory.
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