Terry Coleman

• Directed resource allocation efforts, maximizing utilization of personnel, materials, and equipment resources for efficient operations management.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
• Oversaw financial management, ensuring accurate forecasting, budgeting, and reporting to support informed decision making.
• Improved supply chain management through careful vendor selection negotiation.
• Facilitated seamless communication between departments to foster collaboration on shared objectives.
• Developed and maintains strong relationships with vendors, contractors and customers
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
• Developed robust contingency plans to ensure business continuity during unforeseen disruptions.
• Established positive and effective communication among operations leadership and other departments reducing miscommunications, and missed deadlines.
• Reviewed company's strategic plans and developed departmental goals and standards to support vision.

• Analyzed data trends to forecast future needs accurately and make informed decisions regarding resource allocation.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
• Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
• Analyzed department metrics and performance and reported findings to management.
• Works closely with other departments during new acquisitions
• Attends public outreach meetings
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Developed and initiated projects, managed costs, and monitored performance.
• Managed annual meter budget
• Management of meter reading schedule
• Continues to develop a safety culture within department
• Generating monthly meter metrics reports
• Coordinating with FRCC to develop monthly schedule
• Ordering parts and materials for meter projects
• Monitoring and communicating status of meter inventory

Working with customer service field personnel in the field to ensure that operators are working and following company policies and procedures when addressing customers needs. Assign meter reading routes to field service representatives and working with the field to assure that meters are being read correctly and are working properly. Coordinating with management and administrative staff to address customer billing complaints and issues. Overseeing contractors in the field on meter projects and coordinating with them to verify that meters are installed correctly and that meter information is correct for billing purposes. Working closely with management to address customer escalated PUC complaints.

• Work with Fire Districts to address customer inquiries regarding fire services.
• Attended public outreach meetings as company contact to address rate increases and new acquisitions.
• Providing training materials for new equipment and procedures
• Training new employees on equipment and programs, making sure that they understand guidelines and responsibilities.
• Working with Company Operations Department and management on meter reading schedule
• Coordinating with dispatch to establish monthly scheduling and annual rotation of employees

Responsible for managing and administering companies Cross Connection Control Program. Worked closely with Sacramento County Environmental Management Department on administration of Cross Connection Control Program for customers within Sacramento County. Ensured that customers were in compliance with state and company regulations. Entered field test reports into company database. Provided monthly, quarterly, and annual reports to state and corporate management. Performed field backflow prevention tests. Ensured that records and data were current and correct within company data base systems. Performed cross connection control surveys on existing commercial properties without backflow protection. Developed program policies and procedures.

• Implemented company hydrant meter program.
• Worked with engineering department during meter retrofit to ensure that all irrigation and domestic services were separated.
• Audited all commercial properties to ensure that all backflow devices were accounted for and recorded in database.
• Trained company field personnel on basic cross connection control preventative measures.
• Assisted state leads with new business management programs
• Worked closely with company leads to develop cross connection control program and procedures
• Worked with company leads to develop company wide letters and backflow test reports including ADHOC letters
• Coordinated with Company Ops Department to develop cross connection specific service orders
• Worked with engineering and production department when developing and upgrading treatment facilities
• Worked closely with engineering department on new development projects and new acquisitions.

Responsible for reading water meters, handling customer billing complaints, changing water meters, and leak detection. Also responsible for turning services on and off for billing and collections.