As the Director within the People Culture & Community Branch at Seattle Public Utilities, I have a key leadership role managing the Customer Care Division. With over 30 years of invaluable customer service experience, responsible for leading a team of 200+ employees across various functions, including Utility Account Services, Meter Reading, Customer Account & Billing Services, Customer Affordability Program Services, Business Support, Contact Center, and Strategic Advisory & Planning.I have a proven track record of achievement, consistently building value and fostering exceptional performance within the division. I’ve spearheaded numerous process improvements, established achievable performance metrics, and successfully merged diverse business units into a highly functional One Team Division. I am dedicated to creating a positive work environment as is evident through the implementation of quality assurance programs, boosting productivity, given visibility between all work units, and increasing employee morale.As a champion of LEAN/Kaizen philosophy, it transforms the work environment to eliminate waste in business processes while building trust and integrity within the workforce. My leadership style emphasizes empowerment, encourages creative coaching techniques, and training programs, resulting in increased employee participation, out-of-the-box thinking, and forward-looking solutions.I am committed to stellar customer service that extends beyond traditional approaches. I’ve engineered effective communication channels through employee Podcasts, Newsletters, and Breakroom educational sessions, influencing positive interactions and enhancing the overall employee and customer experience.As an advocate for company values, I’ve aligned my leadership with SPU Strategic Business Plan, embodying the CARES principles that bridge gaps, empower leaders, to create a supportive and equitable workforce. My adept multitasking skills enable me to efficiently handle detailed tasks and large projects while actively managing a division of leaders and essential employees with diverse roles and responsibilities.During the challenges posed by the Covid-19 pandemic, I demonstrated exceptional leadership, producing positive results in the face of adversity; by leading with integrity and compassion, recognizing the strength in vulnerability and the power of self-awareness. My extensive life experience has instilled in me strong values of ownership, unity, accountability, and an unwavering commitment to excellence.