High-performing leader and executive manager. Strengths include client relations, billing and payment integration, rate analysis and setting, energy and water efficiencies, project management, crisis communication, marketing strategy, strategic planning, and workforce development. Customer Relations. A deep desire for customer satisfaction and an excellent customer experience. Developed long-term relationships with 7500+ commercial/residential accounts. Managed daily operations and monitored staff performance. Skilled at key account service needs and complaint resolution. System Processes. Managed work order and billing processes utilizing multiple CIS and CRM systems. Responsible for all service order requests for all utility departments. Maintained a high level of discretion with customer data. Worked closely with Finance/IT on rate analysis and setting, payment options, payment reconciliation, deposits, collection efforts, and system integrations.Project Management. Successfully managed and executed various projects, demonstrating strong leadership and executive management skills. Oversaw end-to-end project lifecycles, from initiation to completion, ensuring timely delivery within budget and meeting quality standards. Coordinated and communicated effectively with cross-functional teams and external partners to align project objectives with organizational goals. Implemented strategic planning and execution, achieved project milestones, and delivered results that positively impacted customer satisfaction and operational efficiency.Crisis Communications. Prepared and delivered effective communications during emergencies. Served as the public relations leader in crisis communication teams, collaborating with the City of Coldwater, Public Safety, and Branch County Administration on emergency management communications. Marketing. Designed, developed, and oversaw marketing strategies, events, and campaigns. Created surveys, prepared press releases, and promoted the missions, brands, services, and programs of the departments within the organization. Managed the coldwater.org website, including creating content and monitoring 10+ social media sites. Managed the daily responsibilities of the Marketing Coordinator.Workforce Development. Provided daily guidance to staff, managing with an open-door policy. Patient and empathetic leadership style. Created workforce training focused on team building, development, evaluations, and goal setting. Worked with team to achieve professional goals and empowerment to succeed. Dedicated to promoting positivity.