435 Parker Avenue | Mondovi, WI 54755
715.225.9275 |
Event Planning | Team Leadership...
715.225.9275 |
Team Lead | Customer Cont...
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Natalie Fritze Resume

Published on: Mar 3, 2016

Transcripts - Natalie Fritze Resume

  • 1. NATALIE L. FRITZE 435 Parker Avenue | Mondovi, WI 54755 715.225.9275 | Event Planning | Team Leadership | Project Management Leadership-oriented business professional with a diverse background of executing long-term projects, building strong team relationships, delivering exceptional customer service, collaborating with internal and external stakeholders, and delivering organizational growth. Ability to exceed all goals, spearhead company initiatives, and ensure deadlines are met. Capable of remaining focused on attainable objectives that are aligned with team member, customer, and business needs. Qualifications  Project Management Abilities  Strong Leadership Abilities  Superior Customer Service  Event Coordination Skills  Excellent Communication Skills  Multiple Priority Management  Goal-Oriented and Detailed  Quick-Learning and Thinking  Resource Maximization  Effective Presentations  Creative Problem Solving  Cross-Functional Teamwork PROFESSIONAL EXPERIENCE XCEL ENERGY Eau Claire, WI Senior Associate | Service Design March 2014 – Present  Collaborate with cross-functional team members on a daily basis to ensure all strategic goals are achieved while maintaining superior customer service levels to internal and external stakeholders.  Work closely with subcontractors and construction personnel, along with linemen and gas crew technicians. Verify all work is completed according to allotted deadlines and project objectives.  Utilize detail-orientation and financial abilities when performing accounts payable and expense reporting. Evaluate current positioning, identify discrepancies, and remedy any issues.  Schedule and coordinate safety meetings, facilitating a safety-first work environment, maintain the safety index, and quickly resolve any work-related issues that arise on a daily basis. Associate Delivery Services | Builders Call Line May 2009 – March 2014  Provided detailed information to customers inquiring about new services and any meter issues.  Developed key process improvements for WI BCL, documenting new processes and procedures.  Researched policy development and identified problem resolution opportunities.  Maintained communication, serving as a liaison between the customer and design personnel.  Utilized technical expertise to deliver assistance and referrals to other Xcel Energy employees and departments. Followed inquiries and challenges throughout the customer resolution process.  Entered data and forwarded inspections, along with certificate of compliance forms to site offices. Specialist | Customer Contact Center October 2008 – May 2009  Verified deadline-oriented initiatives were followed while gaining expertise in call center workflows and changing technologies, demonstrating flexibility and adaptability as necessary.  Monitored the quality of calls, providing training and guidance to customer contact representatives.  Ensured call outcomes were aligned with company goals and objectives. Fulfilled Xcel Energy’s business objectives and maintained responsibility for individual performance indicators.  Supported the call center as needed and handled escalated customer issues when required.
  • 2. NATALIE L. FRITZE – PAGE 2 715.225.9275 | PROFESSIONAL EXPERIENCE (CONTINUED) Team Lead | Customer Contact Center November 2007 – June 2008  Served as a mentor and advisor to customer contact representatives in a busy, deadline-based call center. Guided them through various processes and provided information on diverse issues.  Ensured goals related to Quality, Post Call Survey, Occupancy, Adherence to Schedule, and Average Handle Time were met or exceeded, offering innovations for improvement when necessary.  Managed escalated customer calls, verifying that issues were resolved swiftly and effectively.  Led FMLA, LTD, and STD issues, as well as Payroll and Positive Discipline matters. Customer Contact Representative June 2004 – May 2009  Delivered superior customer service to Xcel Energy’s customers throughout an eight-state customer base, effectively and efficiently anticipating customer needs and resolving issues.  Answered questions that included inquiries regarding outages, billing, start and stop services, gas calls, and emergency calls. Remained customer-focused and results-oriented during any challenges. MONDOVI INN RESTAURANT AND LOUNGE Mondovi, WI Owner | Operator November 1995 – June 2003  Cultivated a successful business through effective daily management and operation of a 125-person seated restaurant and bar. Created a welcoming atmosphere for employees and customers.  Hired, trained, and mentored employees, coordinated ordering and inventory levels, managed taxes, insurance questions, worker’s compensation issues, and disability inquiries.  Ensured all federal and state requirements, along with OSHA standards were followed at all times. EDUCATION AND TRAINING Associate of Applied Science – Human Resource Management, Chippewa Valley Technical College  Selected Courses Include: Recruitment and Selection, Employee Relations, Race Ethnicity and Diversity, Business Decision Making, Business Management, Economics, Human Resource Law, Leadership Development,Occupational Safety, Employee Benefits and Performance Management, Payroll Accounting, Written Communications, Training and Development Systems Xcel Energy Classes Path to Leadership | 7 Habits of Highly Effective People | Diversity and Inclusion | Critical Conversations SELECTED TECHNICAL SKILLS Microsoft Office Suite – Word, Access, Excel, PowerPoint | Passport | ServCon | GOLD OMS REA | Sales Force | CRS | GIS | MDMS | Asbuilt | Avaya COMMUNITY ENGAGEMENT United Way Committee WIN – Women’s Interest Network Chippewa Valley Technical College – Volunteer for Student Mock Interviews and Speed Networking

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