Alicia Habermehl
Godfrey,IL
Summary
Proven leader in operational excellence and innovation, with a history at American Water. Expert in process improvement and budget management, I've driven team productivity and enhanced organizational effectiveness. Skilled in effective communication and problem-solving, my approach significantly improves operational efficiency and employee development.
Overview
20
20
years of professional experience
Work History
Sr. Supervisor of Operations
American Water
06.2022 - Current
- Foster effective communication by providing constructive feedback and sharing knowledge across business lines.
- Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
- Enhanced team productivity by implementing efficient workflow processes and providing consistent guidance.
- Effectively manage our Capital budget program, support projects, while establishing a great rapport with vendors and suppliers.
- Championed process improvements in response to identified inefficiencies, resulting in enhanced organizational effectiveness.
Customer Service Supervisor
American Water
10.2015 - 06.2022
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
- Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
- Completed bi-weekly payroll for multiple employees.
Customer Service Team Lead
American Water
04.2013 - 10.2015
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
Customer Service Help Queue Representative
American Water
09.2008 - 04.2013
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Provided valuable input resulting in new opportunities for growth and development.
Customer Service Representative
American Water
05.2006 - 09.2008
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Processed customer service orders promptly to increase customer satisfaction.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative
Americal Group Inc
10.2004 - 11.2005
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Utilized customer service software to manage interactions and track customer satisfaction.
Education
Bachelor - Organizational Leadership
Columbia Southern University
Orange Beach, AL12.2025
Associate of Applied Science - General Studies
Columbia Southern University
Orange Beach, AL12.2022
Associate of Applied Science - General Studies
Lewis & Clark Community College
Godfrey, IL08.2012
No Degree - Medical Coding And Billing
Sanford Brown College
Hazelwood08.2006
High School Diploma -
Alton High School
Alton, IL06.2002
Skills
- Innovation Skills
- Data Analysis
- Employee Supervision
- Compliance understanding
- Process Monitoring and Improvement
- Budget Management
- Staff Training
- Problem-Solving
- Multitasking Abilities
- Organizational Skills
- Effective Communication
- Adaptability and Flexibility
Timeline
Sr. Supervisor of Operations
American Water
06.2022 - Current
Customer Service Supervisor
American Water
10.2015 - 06.2022
Customer Service Team Lead
American Water
04.2013 - 10.2015
Customer Service Help Queue Representative
American Water
09.2008 - 04.2013
Customer Service Representative
American Water
05.2006 - 09.2008
Customer Service Representative
Americal Group Inc
10.2004 - 11.2005
Bachelor - Organizational Leadership
Columbia Southern University
Associate of Applied Science - General Studies
Columbia Southern University
Associate of Applied Science - General Studies
Lewis & Clark Community College
No Degree - Medical Coding And Billing
Sanford Brown College
High School Diploma -
Alton High School
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