Mary Hewitt is a seasoned executive with over 25 years of experience in driving operational excellence across various industries, currently serving as the Director of Customer Services at Toho Water Authority. In this pivotal role, Mary leads a diverse team of 78 professionals, overseeing critical...
Mary Hewitt is a seasoned executive with over 25 years of experience in driving operational excellence across various industries, currently serving as the Director of Customer Services at Toho Water Authority. In this pivotal role, Mary leads a diverse team of 78 professionals, overseeing critical functions such as Billing, Collections, Contact Center operations, Dispatch, Meter Service, Quality Assurance, and Advanced Metering Infrastructure (AMI). Under her leadership, the team has achieved an impressive 57% growth in just three years, a testament to her strategic vision and commitment to customer satisfaction.
Mary's expertise in process improvement and program management has been instrumental in refining the meter-to-cash methodologies at Toho Water Authority. She has successfully implemented structured processes that enhance accountability and maximize revenue potential, ensuring a seamless cycle from meter installation to billing. Her strategic planning skills have enabled her to identify new business development opportunities, further solidifying the organization's position in the market.
In addition to her operational responsibilities, Mary is dedicated to fostering a culture of continuous improvement within her team. She actively promotes training and development initiatives that empower employees to excel in their roles, thereby enhancing overall service quality. Her proficiency in Six Sigma methodologies has not only streamlined operations but also contributed to a significant increase in customer satisfaction.
As Mary continues to navigate the complexities of the water utility industry, her focus remains on leveraging her extensive experience to drive innovation and deliver exceptional service to the community. Her leadership is characterized by a commitment to excellence, making her a vital asset to Toho Water Authority and a respected figure in the field of customer service management.
