Vice President Customer Experience & Strategic Initiatives
Velasquez began her career at SAWS as an internal auditor before moving into finance. In 2023, she became Vice President of Customer Experience and Strategic Initiatives where she oversees the Customer Service Group.
During her tenure in finance, Velasquez was responsible for all of SAWS’ accounting and financial reporting, while overseeing a budget in excess of $1 billion. Velasquez was also instrumental in the recently completed Rate Advisory Committee (RAC) process. During this time, SAWS customers have continued to have some of the lowest water bills in Texas, and SAWS has consistently earned AA+ financial credit ratings.
In addition to being a Certified Public Accountant, Velasquez is a Certified Internal Auditor, Certified Information Systems Auditor and a SANS GIAC Systems and Network Auditor. She holds a Bachelor of Business Administration degree and a Master’s in Professional Accounting degree from the University of Texas at Austin.
In 2022, Velasquez was recognized by the San Antonio Business Journal as a “40 Under 40” honoree and is a member of Leadership San Antonio Class 46. She currently serves on the board of directors for the Children’s Bereavement Center of South Texas and Any Baby Can of San Antonio.
The Customer Service 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.
Billing – Reviews the billing process for accuracy of all SAWS bills printed daily; resolves customer service online billing issues.
Customer Care – Promptly handles all inbound telephone customer inquiries regarding billing, account information, service problems and payments.
Field Services – Responsible for service turn-on/turn-off requests; collection of delinquent accounts; fire hydrant meter readings; and setting, removing, repairing and testing water meters.
Meter Reading – Ensures all SAWS water meters are read on schedule, recorded and researched for accurate billing.
Revenue Collections – Determines and ensures correct billing format for customer accounts; handles inbound calls regarding collection of delinquent accounts.
Customer Centers – Four full service walk-in locations provide friendly, personal interaction with SAWS’ residential and commercial customers.
Security – Manages a proactive security program and associated support contracts for all SAWS facilities.
Facilities Maintenance – Provides building maintenance and management services at SAWS facilities.
ContactTo: Cecilia Velasquez