Crickette West
Lee's Summit,United States
Summary
Methodical Director with 25 years of comprehensive experience overseeing and leading within an Utility company. Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes payroll, training, project management, system conversions and company merger transformations, customer billing and rate experience. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
Work History
Director Ops SupportMO
Spire
Kansas City, MO
11.2022 - 06.2024
- Responsible for MO Operations support group which led functional and system training and support for new hire and tenured field operation employees. Team was also responsible for training on standard operation procedure changes and doing performance evaluations and operator qualifications.
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
- Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
- Managed budgeting and financial planning processes for the organization.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Coordinated resources across departments to maximize productivity levels.
- Assessed employee performance against established benchmarks or targets.
- Facilitated collaboration between teams by encouraging open communication channels.
- Delegated work to staff, setting priorities and goals.
Director Production Application Support
Spire
St. Louis, Missouri
02.2020 - 11.2022
- Responsible for CC&B, RMS, G4 and Maximo support teams
- Learned and worked with Agile teams to grow use of Agile work within company
- subject matter expert on Payroll systems and system process improvements.
- Tester and ADP contact for new Click system time and schedule files
- Identified opportunities for improvement in operational performance metrics.
- Coordinated resources across departments to maximize productivity levels.
- Assessed employee performance against established benchmarks or targets.
- Managed staff, financials and key performance indicators to facilitate business operations.
Director HR Technology and Services
Spire
St. Louis, Missouri
01.2018 - 02.2020
- Responsible for Payroll, Technology and Support teams
- Identified opportunities for improvement in operational performance metrics.
- Led team through ADP upgrade
- Subject matter expert in Financial conversion to Oracle on timekeeping and field processes.
- Led revisions an implementation of new HRIS system and training of use.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Coordinated resources across departments to maximize productivity levels.
- Assessed employee performance against established benchmarks or targets.
- Implemented systems for tracking progress on key initiatives or projects.
- Facilitated collaboration between teams by encouraging open communication channels.
- Guided and motivated staff to drive maximum performance.
- Responded to employee inquiries regarding payroll and timekeeping.
- Compiled statistics, statements and reports on pay and benefits to submit to department heads.
Director Operations System Support
Laclede Gas Spire
St. Louis, Missouri
10.2015 - 01.2018
- Responsible for the conversion of Mobile Gas and Hattiesburg into SAP & RMS systems
- Conversion of SAP payroll to ADP payroll and the training of new processes and procedures
- Conversion of Mobile payment vendor to Paymetric
- Operations projects looking at standardization of processes and process improvement
Director Information Systems and Quality Assurance
Laclede
St. Louis, Missouri
09.2013 - 10.2015
- Conversion of CSS Billing System to CC&B System
- Conversion and clean-up of Data from MGE system to Laclede system
- Modification of billing and system processes to fit into CC&B
- Modifications of CC&B to adapt to the MGE regulations
- Billing design and validation for new bills coming out of CC&B
- Sunset the MGE Billing System and AS400 systems
- Managed MGE IT employees until the department was disbanded
- Worked with Auditors on Sox procedures and compliance
- Led team in training Call Center representatives for cutover and for MGE processes and procedures. Internal group as well as third party group.
- Led Conversion and sunsetting of TOA, the MGE field based system, into G4 and Maximo
Director of Billing and Quality Assurance
Missouri Gas Energy
Kansas City, Missouri
09.2007 - 09.2013
- Responsible for the review of company processes and procedures to gain efficiency through the use of technology and standardization.
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
- Led system upgrade to new field operations support software
- Worked with team and external vendors to develop system requirements for new operations software support technology
- Worked with team to test and implement new technology
- Led team that did field operations and customer experience training on new software
- Coordinate projects between company and vendor such as IVR deployment, collections software deployment, print/mail deployment and work force management deployment
- ·Leading a team to implement a new workforce management tool that will enable field technicians to go paperless.
- Coordinating all quality assurance testing for new system projects in response to regulatory or business process changes.
- Overseeing the work of office, administrative, or customer service employees to ensure compliance with quality standards, deadlines, and proper procedures, while addressing errors or issues.
- Offering guidance to employees on handling difficult or complex problems and resolving escalated complaints or disputes.
- Engaging in discussions with employees about job performance issues to identify causes and work towards solutions.
- Collaborating with other supervisory staff and different work units or departments to coordinate activities.
Education
Master of Arts - Organizational Management
University Arizona
Online11-2023
Master’s Degree - Business Administration And Management
Rockhurst University
Kansas City, MO05.2014
Bachelor of Science in Accounting - Accounting
Rockhurst University
Kansas City, MO12.1995
Skills
- Project Management
- Customer Service
- Employee Training
- Client/Vendor Relations
- Analytical Thinking
- Team Building/Leadership
- Certified in Agile for PM, Scrum and Safe
- Charismatic Leader
Timeline
Director Ops SupportMO
Spire
11.2022 - 06.2024
Director Production Application Support
Spire
02.2020 - 11.2022
Director HR Technology and Services
Spire
01.2018 - 02.2020
Director Operations System Support
Laclede Gas Spire
10.2015 - 01.2018
Director Information Systems and Quality Assurance
Laclede
09.2013 - 10.2015
Director of Billing and Quality Assurance
Missouri Gas Energy
09.2007 - 09.2013
Master of Arts - Organizational Management
University Arizona
Master’s Degree - Business Administration And Management
Rockhurst University
Bachelor of Science in Accounting - Accounting
Rockhurst University
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