Jill Morrison

Background

About Jill Morrison

Achieve the Impossible A colleague shared a quote with me from Miguel de Unamuno. ”Only one who attempts the absurd is capable of achieving the impossible.” She said when she read it, she immediately thought of me. Admittedly, I have come up with some rather absurd solutions…but I have the great fortune to work for an organization that encourages innovation and progressive solutions. Where I Work I have proudly served my community for over twenty years. In the last nine, I have had the honor of working for the Hampton Roads Sanitation District (HRSD), regional utility wastewater treatment provider and protector of local waterways for future generations. As a trusted steward of the environment, HRSD is a progressive organization deeply rooted in commitment to community preservation, organizational integrity and individual development. Getting it Done Since joining HRSD, I have been an integral part in several major Customer Care projects resulting in improved customer experience, employee satisfaction and process efficiencies: • Reduction in billing backlog from 8 months to no more than 3 weeks at any given time • Implementation of the HRSD Financial Wellness Initiative pilot program • Project implementation of the new bill print provider, lockbox and online payment provider • Evaluated several manual work processes and developed programmatic solutions with ITD • Real-time payments and real-time balance implementation • Updated billing training program to ensure mastery of knowledge • Increased employee retention and decreased absenteeism • Maximized work center efficiency by creating hybrid employee roles • Transformed a negative work environment into a successful, thriving and positive team • Acceptance of credit cards in the lobby • Improved method of researching customer refund eligibility Earning My MBA Most of the above projects were just in the past three years! I have so many more ideas, I cannot wait to get started on the next innovation. In fact, the HRSD General Manager and Department Directors unanimously selected me to attend the College of William & Mary, Raymond A. Mason School of Business Executive MBA program, an honor bestowed upon only one HRSD employee once every two years. Moving Forward I am thrilled to represent such a fine and respected organization as HRSD, and the William & Mary EMBA Program will help me further enhance, better identify, quantify and demonstrate my ideas so I will be able to work with our dynamic teams and execute the innovations and efficiencies I know we are capable of.