Megan Walter
Omaha,NE
Summary
Forward-thinking Manager with over 25 years comprehensive experience implementing new processes and managing and planning innovations. More than 5 years of project management and 15 years supervisory/manger experience bringing outstanding problem-solving skills and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.
Overview
14
14
years of professional experience
Work History
Manager, Customer Engagement
Metropolitan Utilities District Of Omaha
Omaha, NE
12.2022 - Current
- Currently responsible for all functions related to Customer Engagement and Customer Experience representing the customer at every touchpoint with the District.
- Strategic development of processes, procedures, and new technologies to improve the District's level of customer satisfaction and loyalty.
- Responsible for all functions related to public outreach related to gas and water infrastructure replacement projects, scheduled, and unscheduled outages.
- Project Management Communication Leader for the $157 million Lead Service Line Replacement Program.
- Co-authored and edited grant proposals in response to funding opportunities including a recent $30 million grant request.
- Handle inquiries from customers to the Board of Directors, Public Service Commission, and Better Business Bureau balancing the needs of the District with the needs of the customer. Report resolution to the Executive Leadership Team and the Board of Directors.
- Coach, mentor, and train my team members in order to highlight and showcase their contributions to the District.
- Establish processes and procedures to enhance the customer experience and ensure efficient workflow throughout the organization.
Manager, Customer Experiece
Metropolitan Utilities District Of Omaha
Omaha, NE
04.2019 - 12.2022
- Drove, from inception to implementation, new plans, programs, training, and service methods to maximize Customer Experience initiatives.
- Created, implemented, and currently administer Customer Experience Training for the entire company and successfully coach and collaborate with employees at all levels of the District.
- Managed the Metropolitan Utilities District utility assistance program, the M.U.D. Home Fund, and assisted with the brand design for this program.
- Implemented strategies to increase contributions to the Home Fund, resulting in a 45% increase in annual donations.
- Effectively collaborated with Omaha Public Power District and Dollar Energy Fund on the proposal presented to the Douglas County Commissioners requesting CARES Act funding for utility assistance and successfully managed the program totaling $2.5 million.
- Established processes to ensure efficient workflow throughout the organization.
- Initiated new projects that resulted in increased productivity across all departments.
- Implemented new technologies to streamline operations, reduce costs, and improve customer service.
Supervisor, Customer Service
Metropolitan Utilities District Of Omaha
Omaha, NE
01.2016 - 04.2019
- Directed and supervised team of more than 50 employees in daily operations, handling more than 30,000 calls per month.
- Implemented cost-cutting measures without compromising quality of services offered, including a strategy which saved more than $4 million a year.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Assisted in creating budgets for departmental expenses including personnel costs.
Supervisor, Credit Services
Metropolitan Utilities District Of Omaha
Omaha, NE
08.2010 - 01.2016
- Managed the downtown M.U.D. Branch handling more than 2,500 walk-in customers per month.
- Maintained all personnel records including performance appraisals, managing payroll, attendance, and overtime tracking to ensure compliance with the union contract.
- Established and maintained productivity records and handled the scheduling for the department of more than 20 team members.
- Created and implemented the Quality Assurance program for my team ensuring a high level of customer satisfaction.
- Received an award from the M.U.D. Board of Directors for Exceptional Service.
Education
Bachelor of Science - Business Management
Bellevue University
Bellevue, NE05-2007
Business Management and Accounting
University of Nebraska At Kearney
Kearney, NELean Six Sigma
Creighton University
Omaha, NESkills
- Project Management
- Customer Experience
- Meetings And Presentations
- Team Building & Leadership
- Team Development
- Strategic Planning
- Customer Journey Mapping
- Employee Relations
- Training
- Change Management
- Productivity and Process Improvement
- Quality Assurance
Community Involvement
- Board of Directors, Snow Redfern Foundation, January 2023 - Present
- Leadership Nebraska Graduate, 2022
- International Association of Public Participation, Nebraska Chapter, 2020 - Present
- Employee Speakers Bureau, 2004 - Present
- Speaker, Financial Hope Collaborative, Creighton University, 2010 - Present
Timeline
Manager, Customer Engagement
Metropolitan Utilities District Of Omaha
12.2022 - Current
Manager, Customer Experiece
Metropolitan Utilities District Of Omaha
04.2019 - 12.2022
Supervisor, Customer Service
Metropolitan Utilities District Of Omaha
01.2016 - 04.2019
Supervisor, Credit Services
Metropolitan Utilities District Of Omaha
08.2010 - 01.2016
Bachelor of Science - Business Management
Bellevue University
Business Management and Accounting
University of Nebraska At Kearney
Lean Six Sigma
Creighton University
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