Heather Schmidt
Granite City,IL
Summary
Experienced operations support professional with expertise in utility operations, SAP, data analysis, and process improvement. Proven ability to resolve complex operational issues, train employees on enterprise systems, all while providing outstanding service to customers.
Overview
19
19
years of professional experience
Work History
Accounts Payable
Schaper Auto Repair
Festus, MO
05.2019 - 05.2026
- Processed vendor invoices for automotive parts, supplies, and services to ensure accurate and timely payments.
- Matched invoices with purchase orders and receiving documents to ensure accuracy.
- Reconciled vendor statements and resolved billing discrepancies.
- Maintained organized financial records and accounts payable documentation to support audits and financial reporting.
- Assisted with month-end closing and financial reporting by ensuring accurate accounts payable records.
- Entered financial data into accounting software with a high level of accuracy and attention to detail.
Operations Support Specialist
American Water Works Company
Alton, IL
06.2017 - 03.2019
- Analyzed meter reading data to identify errors, inconsistencies, and root causes.
- Collaborated with field technicians, customer service, and billing departments to resolve meter reading issues.
- Reviewed and interpreted meter data to determine appropriate corrective actions.
- Documented findings and resolutions while ensuring compliance with company policies and procedures.
- Prioritized and managed a high volume of cases while meeting productivity and accuracy goals.
- Identified recurring issues and recommended process improvements, contributing to reduction of future meter reading errors.
- Completed over 50 BPEMs per day.
SAP Training and Education
American Water Works Company
Alton, IL
06.2016 - 03.2019
- Created and delivered training on SAP systems for new hires and existing employees (group setting and one on one).
- Assisted employees with SAP navigation, troubleshooting, and best practices to improve efficiency and accuracy.
- Evaluated training effectiveness and proposed enhancements to boost user performance and ensure operational consistency.
- Partnered with IT to implement any improvements to SAP.
- Passionate about learning and committed to continual improvement.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
Customer Service Representative
American Water Works Company
Alton, IL
03.2013 - 06.2017
- Resolved customer concerns related to water service, meter readings, billing discrepancies, and payment options.
- Assisted customers by phone, email, and online channels with billing, account maintenance, service requests, and general inquiries.
- Handled high call volumes while consistently providing professional, courteous, and efficient customer service.
- Educated customers on company policies, billing procedures, and payment assistance programs to enhance understanding and compliance.
- Processed new service requests, transfers, disconnects, and account updates while maintaining data accuracy.
- Coordinated with field operations, billing, and technical departments to expedite resolution of service requests and improve customer satisfaction.
- Built positive customer relationships through empathy, active listening, and problem-solving, fostering loyalty and trust.
- Utilized CRM software to track customer interactions and improve service delivery.
- Developed training materials for new representatives, streamlining onboarding processes.
Operations Specialist/ SOX Reporting
Wells Fargo
St. Louis, MO
02.2007 - 10.2012
- Performed daily, weekly, and monthly reconciliation of Money Market and FDIC funds to ensure accuracy and compliance.
- Performed DTC reconciliation to maintain financial integrity.
- Executed month-end reconciliation of dividends and trade clearance to maintain financial integrity.
- Created all policies and procedures for Internal Control.
- Led all department conference calls and weekly staff meetings.
- Maintained manager's agenda book.
Education
General Studies
Southwestern Illinois College
Granite City, ILHigh School Diploma -
Granite City High School
Granite CitySkills
- SAP Training and Enablement
- Data analysis
- Account reconciliation
- Financial reporting
- Operational efficiency
- Microsoft 365
- Problem resolution
- Customer service
- Teamwork and collaboration
Timeline
Accounts Payable
Schaper Auto Repair
05.2019 - 05.2026
Operations Support Specialist
American Water Works Company
06.2017 - 03.2019
SAP Training and Education
American Water Works Company
06.2016 - 03.2019
Customer Service Representative
American Water Works Company
03.2013 - 06.2017
Operations Specialist/ SOX Reporting
Wells Fargo
02.2007 - 10.2012
General Studies
Southwestern Illinois College
High School Diploma -
Granite City High School