Carl Hartwick

As a large commercial & industrial Account Manager, I am expected to develop and maintain relationships with key C&I stakeholders, community, economic development, and other major associations. This allows the enhancement of National Grid's reputation within the strategic account partnership. As a Account Manager, I leverage relationships to build advocacy & trust for National Grid. As part of the Strategic Account Management team I interact with energy decision makers, commercial developers, elected officials, town administrators, Chambers of Commerce, economic development agencies, community-based organizations, local development councils and business associations.

Community & Customer Manager (Central MA)

As a Community Manager, I am expected to develop and maintain relationships with key municipal stakeholders, community and municipal leaders, economic development, and other major associations. This allows the enhancement of National Grid’s reputation within the jurisdiction. As a Community Manager, I leverage relationships within the jurisdiction to build advocacy for National Grid in the regulatory, and political areas. As part of the Community and Customer Management I interact with strategic customers, elected officials, town administrators, Chambers of Commerce, economic development agencies, community-based organizations, local development councils and business associations.

Duties include:

• Advocate for the "voice of the customer".
• Provide timely and appropriate responses to identified customer or community needs to increase trust and customer satisfaction.
• Develop relationships with key customer and community organizations, that lead to strategic partnerships that align with corporate views.
• Provide technical guidance, support and coaching to customers and communities to establish National Grid as a leader in energy sector.
• Attend City/Town Board sessions outside of normal business hours when necessary and make public presentations as required.

Customer Delivery Supervisor

As a Supervisor I regularly assist in hiring, training, developing, and managing performance of customer service agents. This position allowed me to supervise, plan, coordinate and direct a team to anticipate the needs of our customers, with a long-term focus on reducing customer cost, improving efficiencies, and maintaining a smooth and efficient function in line with departmental and National Grid views.

Duties Included:

• Assist with recruiting and on-boarding of new customer service team members.
• Actively manage team performance to ensure that work is carried out efficiently and effectively.
• Documented periodic reporting on corrective actions, and disciplinary proceedings.
• Develop a positive work environment by providing motivation, participation and opportunities for employee engagement to improve service quality.
• Monitor and respond to all key performance indicators to ensure team-wide outcomes.
• Periodically coach team members to meet expectations and ensure employees are complying with performance standards set by management.

Emergency Dispatcher / Reserve Police Officer (11/2007-6/2016)

As a Communications Officer, I was responsible for receiving routine and emergency telephone calls for police, fire, and emergency medical services.

Duties Included:

• Dispatching radio calls.
• Maintaining incident logs and files
• Videotaping arrests.
• Ensuring the safety and well-being of incarcerated persons.
• Provide emergency first-aid instructions over the phone.
• Union Contract Negotiator for Communications Department. (2012-2016)