Veteran utility executive brings nearly 30 years of customer service and operational leadership to SAWS
San Antonio Water System has hired Monica Joyner as its new Vice President of Customer Experience.
Joyner has nearly 30 years of customer service experience and operational leadership, including more than 20 years in senior leadership roles.
Most recently, she worked at Austin Energy, where she spent more than a decade leading customer operations supporting both electric and water services. In her role as Director of Customer Account Management, she oversaw meter-to-cash operations, including revenue measurement and control, billing, payments and collections, and quality management. Her area supported meter reading and maintenance, collections, payment processing, customer service functions, compliance, process improvement and bill production for Austin’s utilities.
“Monica brings the depth of utility experience and proven leadership we were looking for to lead our Customer Experience,” said SAWS President/CEO Robert R. Puente. “She understands the complexities of serving utility customers, from meter reading and billing to customer care, technology, and process improvement. Just as importantly, she has firsthand experience using advanced metering technology and data to improve the customer experience.
“As we continue to build on ConnectH2O and find new ways to better serve our community, Monica’s expertise will help SAWS strengthen our operations while continuing to provide the level of service our customers expect.”
The SAWS Customer Experience group is responsible for providing the highest level of service to SAWS customers at all times, responding in the most expedient and professional manner possible. This group is also responsible for the accurate and timely billing of SAWS customers and the maintenance of customer accounts.
Joyner is a certified Project Management Professional (PMP), Six Sigma Black Belt, and Certified Internal Auditor, further complementing her extensive experience leading complex utility operations and process improvement initiatives.