Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tracy Friedl

Nashotah,WI

Summary

Accomplished utility sector professional with over 22 years of experience, specializing in delivering reliable problem-solving solutions for municipalities. Extensive knowledge of meter reading software, including EZ Route, Neptune, Badger, Sensus, and Aclara, alongside proficiency in utility billing programs such as STW, AUS, Munibilling, Springbrook, and Itineris. Proven track record of collaborating with clients and internal departments on various utility applications, with a focus on water billing as well as advanced metering infrastructure (AMI) and automated meter reading (AMR) systems. Strong leadership abilities demonstrated through guiding cross-functional teams to achieve project objectives and improve operational efficiency.

Overview

22
22
years of professional experience

Work History

Consultant, Customer Experience and Billing

UI Solutions Group
11.2024 - Current
  • Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
  • Enhanced communication among team members to foster collaborative and supportive work environment.
  • Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
  • Conducted thorough market research and analysis, providing valuable insights for client decision making.

Functional Consultant

Itineris
01.2024 - 11.2024
  • Served as the primary functional lead for onboarding and supporting a new client, ensuring seamless integration and operational readiness.
  • Monitored and managed support tickets, started with 150 tickets and brought down to an average of 30 a week, prioritizing resolution of issues to maintain system stability and client satisfaction.
  • Directed a cross-functional team to troubleshoot, resolve, and deliver solutions within established timelines and quality standards.
  • Authored detailed functional specifications for software enhancements, translating client requirements into actionable development tasks.
  • Partnered closely with development teams to align technical solutions with business goals, facilitating effective communication and project execution.
  • Delivered comprehensive training and ongoing support to end users, promoting adoption of new system functionalities and enhancing user experience.

Utility Billing Implementation Consultant

Springbrook Software
11.2022 - 12.2023
  • Oversaw an average of 15 concurrent projects, demonstrating exceptional organizational skills and the ability to manage competing priorities in a fast-paced environment.
  • Led end-to-end implementation of client migrations from legacy systems to cloud-based platforms, ensuring minimal disruption and successful adoption.
  • Provided strategic consulting on industry best practices, tailoring recommendations to meet client-specific operational and regulatory needs.
  • Delivered targeted training sessions to internal teams and external clients, enhancing system proficiency and driving user engagement.

Solutions Engineer

Springbrook Software
05.2022 - 11.2022
  • Demonstrated product features to enhance customer engagement and drive sales.
  • Collaborated with marketing team to align demonstrations with promotional campaigns.
  • Analyzed customer feedback to refine presentation strategies and improve overall effectiveness.
  • Developed tailored presentations based on target audience needs and preferences.

Solutions Consultant

MuniBilling
10.2021 - 05.2022
  • Presentation of platform, supporting the sales team.
  • Training the sales team on new functions.
  • Collaboration with product manager, implementation and client success.
  • Trained new sales staff on effective demonstration techniques and customer interactions.
  • Built rapport with potential clients, resulting in increased customer loyalty and repeat business.
  • Enhanced customer experience by demonstrating product features and benefits tailored to individual needs.

Service Delivery Manager

MuniBilling
04.2019 - 10.2021
  • Led service delivery initiatives to enhance client satisfaction and operational efficiency.
  • Developed and executed strategic plans for service improvement and resource allocation.
  • Managed cross-functional teams to ensure timely completion of projects and client deliverables.
  • Implemented process optimization strategies that improved service response times significantly.
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Improved service quality, addressing client concerns promptly and professionally.

Utility Billing Manager

FATHOM
11.2017 - 03.2019
  • Manager of the utility billing cash office
  • Oversaw billing operations ensuring accuracy and compliance with company policies.
  • Implemented process improvements that enhanced invoice processing efficiency.
  • Managed team performance, providing mentorship and training to junior staff members.
  • Developed and maintained billing reports for executive review and strategic planning.
  • Oversaw daily cash handling processes, ensuring accuracy in transactions and record-keeping.
  • Implemented process improvements that enhanced efficiency in cash management operations.

Utility Billing Supervisor

City of Keller
11.2003 - 03.2017
  • Worked in the water billing department. Customer Service Representative, Utility Billing Technician and Utility Billing Supervisor
  • Supervised billing operations, ensuring accuracy and compliance with city regulations.
  • Developed and implemented streamlined processes for invoicing and collections.
  • Trained and mentored staff on billing procedures and software utilization.
  • Analyzed billing discrepancies, resolving issues to enhance customer satisfaction.
  • Led cross-functional meetings to improve interdepartmental communication regarding billing policies.
  • Reduced discrepancies in billing reports with thorough review processes and diligent follow-ups on outstanding accounts.

Education

High School Diploma -

Cudahy High School
Cudahy, WI
06-1987

Skills

  • Data Analysis
  • Utilities
  • Project Management
  • Problem Solving
  • Critical Thinking
  • Communication
  • Customer-focused Service
  • Leadership
  • Team leadership & development
  • Client relationships
  • Integrity and honesty
  • Analytical thinking
  • Issue resolution
  • Continuous improvement

Timeline

Consultant, Customer Experience and Billing

UI Solutions Group
11.2024 - Current

Functional Consultant

Itineris
01.2024 - 11.2024

Utility Billing Implementation Consultant

Springbrook Software
11.2022 - 12.2023

Solutions Engineer

Springbrook Software
05.2022 - 11.2022

Solutions Consultant

MuniBilling
10.2021 - 05.2022

Service Delivery Manager

MuniBilling
04.2019 - 10.2021

Utility Billing Manager

FATHOM
11.2017 - 03.2019

Utility Billing Supervisor

City of Keller
11.2003 - 03.2017

High School Diploma -

Cudahy High School

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