Jennifer Fitzgerald
Wood River,IL
Summary
Results-driven Team Leader with a strong history of enhancing team performance and delivering exceptional customer service. Skilled in communication and collaboration, effectively monitors agent performance to surpass operational targets. Extensive experience in analysis and decision-making, successfully guiding organizations towards proactive service delivery.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Provider Performance Lead
American Water Resources
10.2023 - 07.2025
- Monitored contractor statistics to identify performance trends.
- Adjusted contractor rankings based on evaluation metrics.
- Conducted negotiations to enhance contract terms and conditions.
- Reported and analyzed data to inform strategic changes.
- Trained new contractors to ensure compliance with standards.
Service Operations Specialist
Missouri American Water
12.2021 - 10.2022
- Evaluated virtual meter reads to identify and address operational issues.
- Coordinated customer inquiries, resolving service-related issues promptly.
- Managed daily operations to ensure efficient delivery of water services.
- Dispatched contractors for emergency response calls.
Proposal Management Supervisor
American Water Resources
06.2014 - 12.2022
- Led team meetings to discuss project updates and address challenges.
- Coordinated workflow processes to enhance operational efficiency and service quality.
- Trained new team members on company policies and operational procedures.
- Monitored daily operations to maintain adherence to quality standards.
- Facilitated communication between departments to streamline project execution.
- Conducted performance reviews to provide constructive feedback for team improvement.
- Delegated daily tasks to team members to optimize group productivity.
Education
High School -
Roxana Community High School
Roxana, IL05-1996
Skills
- Project coordination and deadline management
- Project coordination
- Team leadership
- Customer service and rapport building
- Active listening and empathy
- Team collaboration and negotiation skills
- Proficient in Asana, SharePoint, CMS, CRM, Looker, and Dispatch
- Employee coaching
- Team collaboration
Certification
- Osha 10-hour Certification
- NASSCO Certified (Certification has expired)
- Tap Root Certified
References
Available upon request
COMMUNICATION
Implemented new procedures that improved efficiency and streamlined operations.
Timeline
Provider Performance Lead
American Water Resources
10.2023 - 07.2025
Service Operations Specialist
Missouri American Water
12.2021 - 10.2022
Proposal Management Supervisor
American Water Resources
06.2014 - 12.2022
High School -
Roxana Community High School
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