Laura Carter
Operations Technician
Jerseyville,IL
Summary
Proven dedicated customer-obsessed professional, that cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
23
23
years of professional experience
2027
2027
years of post-secondary education
Work History
Operations Technician
Missouri American Water
03.2023 - Current
- Execute steps of meter reading cycle of import routes, download reads and export files for accurate monthly billing
- Perform queries and root-cause analyses involving multiple data sets to ensure accurate meter reading operation, service order completion, proper prioritization of workload and diagnosis and resolution of various issues
- Utilize numerous data sources to eliminate estimated meter reads
- Perform research and make requests to aid in the accurate completion of meter changes and upgrades completed by contractors
- Precisely maintain AMI opt out customer base and ensure collection of actual meter readings
- Manage workload assignment for team of meter readers
- Maintain PTO calendar database for five departments of employees
Performance Analyst
American Water
11.2008 - 03.2023
- Retrieved and compiled KPI metrics from data warehouses for scheduled reporting and information requests, staying within deadlines
- Formed reports with MS Access and MS Excel with utilization of macros, pivot tables, analysis, vlookup and formulas
- Performed root-cause analysis from departments within the CSO or company for problem resolution
- Created, updated and maintained databases for internal departments to pull and compile reports and analyses
- Performed timely ad hoc reporting requests
- Performed UAT testing for MyWaterV2 website launch
- Performed cancel/rebills for billing resolution
- Researched and resolved ILK bpem types
Customer Service Specialist
American Water
06.2006 - 11.2008
- Answered inquiries from customer service representatives in an accurate and prompt fashion
- Effectively handled escalated calls utilizing soft skill techniques and training
- Worked with internal departments to identify key process and improvement opportunities
Team Coach
American Water
02.2003 - 06.2006
- Compiled PUC complaints to identify trends and coaching needs
- Conducted coaching sessions
- Evaluated calls for accuracy using Nice software
- Taught state training to new hires
- Assumed acting team lead responsibilities including monitoring call and after-call times
Customer Service Representative
American Water
11.2001 - 02.2003
- Answered customer service calls in an accurate and prompt fashion
- Participated in mentoring program on a continuing basis for new trainees
- Composed ad hoc letters
- Processed return mail and EFT applications
- Corrected EFT errors returned from banks
Education
Bachelor of Business Administration - Business Analysis
American Public University
Charles Town, WV04-2025
Associate of Science - Legal Studies
Lewis & Clark Community College
Godfrey, IL 01.1999 - 12.1999
Skills
Strong Interpersonal Communication Skills
Advanced MS Excel Knowledge
Multi-tasking Ability
Highly Organized and Systematic
Critical Thinking
MS Office Tools
SAP Software Proficiency
Analytical Skills
Operational efficiency
Timeline
Operations Technician
Missouri American Water
03.2023 - Current
Performance Analyst
American Water
11.2008 - 03.2023
Customer Service Specialist
American Water
06.2006 - 11.2008
Team Coach
American Water
02.2003 - 06.2006
Customer Service Representative
American Water
11.2001 - 02.2003
Associate of Science - Legal Studies
Lewis & Clark Community College
01.1999 - 12.1999
Bachelor of Business Administration - Business Analysis
American Public University
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