Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Jennifer Burgess

Canandaigua,NY

Summary

Dynamic leader with extensive experience at Rochester Gas and Electric, excelling in change management and regulatory compliance. Proven track record in driving customer satisfaction through strategic planning and cross-functional teamwork. Successfully implemented service recovery programs, enhancing operational efficiency and fostering strong relationships across departments. Results-driven with expertise in project management and effective communication.

Overview

25
25
years of professional experience

Work History

Manager, Customer Escalations

Rochester Gas And Electric
12.2023 - 05.2025
  • Directed and managed comprehensive customer escalation department of 11 employees that focused on regulatory compliance for all customer-facing issues.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Worked collaboratively across various departments to deliver best in class customer experiences.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Developed and executed strategies to ensure customer experience was optimized for satisfaction and efficiency.
  • Operationalized empowerment at all levels within customer service to reduce escalation and improve customer satisfaction.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Interfaced directly with Operating Company President/CEO and other executives to resolve individual customer specific inquiries.

Regional Leader, Customer Escalations

Rochester Gas And Electric
03.2018 - 12.2023
  • Led end-to-end process of Change Management activities for two major, complex organizational transformation projects : SAP CRM-B and Automated Metering Infrastructure (AMI) for both New York State Electric and Gas and Rochester Gas and Electric (2020-2022).
  • Developed and delivered Change Management Plans: Change Impact Assessment & Report; Stakeholder Assessment; Communications Strategy & Plan; Training Needs Analysis, Adoption Measurement Plan and ADKAR Analyzers; Coaching Plan; Training Development Plan; Integrated Deployment & Delivery Plan.
  • Developed and delivered training collision matrix; Led training content development activities; prepared training environment; mapped user roles; and developed training plan for cutover and sustainability.
  • Completed analysis for temporary workforce needs to support Service Level Metrics.
  • Monitored and evaluated the effectiveness of Change Management activities based on survey results, project check-ins, sponsor feedback and training success.
  • Conducted Gap Analysis to identify areas for improvement and implemented corrective actions.
  • Represented Change Management on project lead calls with Sponsors, Steering Committee and PMO to provide update on accomplishments.
  • Conducted Daily stand-ups with team and updated progress within Jira.
  • Delivered robust communication throughout life of project: Led content creation for Newsletters, Articles, Early Awareness Videos, Pre and Post Go-Live Communications.
  • Facilitated Change Agent Network Meetings to gain buy-in.
  • Regional Leader Role: Developed, implemented and led Service Recovery Program across all AVANGRID companies which identified product/service enhancements to ensure optimal customer experience, increased adoption and improved efficiency.
  • Company liaison to the New York State Public Service Commission.

Supervisor, Credit and Collections

Rochester Gas And Electric
04.2010 - 03.2018
  • Managed a direct staff of 6; indirect staff of 50
  • Co-Led Merger Integration and Global Debt projects with AVANGRID, Iberdrola, Scottish Power and Elektro; define and align business processes - created customer journey maps to identify gaps and remediation.
  • Significant experience with end-to-end RFP process: contract negotiations with Primary and Secondary Collection Agencies; onboarding, training and cutover process.
  • Led customer payment behaviors and segmentation strategy project.

Analyst, Credit and Collections

Rochester Gas And Electric
10.2008 - 04.2010
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Collected, arranged, and input information into database system.

Representative, Customer Relations Center

Rochester Gas And Electric
05.2000 - 10.2008
  • Responded to customer questions via telephone and written correspondence.
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.

Education

Associate of Science - Science

Finger Lakes Community College
Canandaigua, NY
05.2001

Skills

  • Change management
  • PROSCI and ADKAR
  • Jira
  • Cross-functional teamwork
  • Critical Thinking and Strategic planning
  • Results Driven
  • Vendor management
  • Project management
  • Regulatory compliance
  • Relationship building
  • Verbal and written communication
  • Contract management
  • Key performance indicators

Accomplishments

    PMP Prep Classes

Timeline

Manager, Customer Escalations

Rochester Gas And Electric
12.2023 - 05.2025

Regional Leader, Customer Escalations

Rochester Gas And Electric
03.2018 - 12.2023

Supervisor, Credit and Collections

Rochester Gas And Electric
04.2010 - 03.2018

Analyst, Credit and Collections

Rochester Gas And Electric
10.2008 - 04.2010

Representative, Customer Relations Center

Rochester Gas And Electric
05.2000 - 10.2008

Associate of Science - Science

Finger Lakes Community College

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