Troy MacDonald
Tampa,Florida
Summary
Accomplished Utility manager with 32-years of experience specializing in billing systems, change management and performance metrics. Developed and implemented strategies that increased revenue for over 500K accounts, while leading cross-functional teams to ensure program compliance and operational excellence.
Overview
32
32
years of professional experience
Work History
Operations and Revenue Manager
Hillsborough County Water
Tampa FL
01.2018 - Current
- Analyzed enterprise billing trends to maximize growth and revenue opportunities.
- Developed strategies to increase revenue capture for >500K Solid Waste and Water accounts.
- Collaborated with cross-functional teams to optimize resources and improve operational effectiveness.
- Developed and implemented Solid Waste Information system to track revenue performance and enhance decision-making processes.
- Lead and mentored four (4) Program Managers to ensure program, regulatory compliance of >$250M in annual Enterprise program revenue.
- Wrote specs for water and solid waste billing system and bill presentment enhancements.
- Managed program and regulatory compliance for new development, and non-ad valorem impact fees.
- Prepared team budget and wrote decision units for additional staffing and systems.
- Streamlined operational processes to enhance efficiency and enhance program service delivery.
- Coordinated daily activities across departments to ensure alignment with organizational goals.
- Led cross-functional teams in project execution, fostering collaboration and communication among stakeholders.
- Implemented standard operating procedures, increasing consistency in service delivery across operations.
- Developed and analyzed performance metrics to identify strategic initiatives for operational excellence.
- Conducted regular performance reviews, identifying areas for improvement and developed action plans.
- Led community connection meetings for Palm River CIP expansion project.
Assessments Programs Manager
Hillsborough County Water
Tampa, FL
09.1993 - 12.2017
- Develop and implemented new water resource Non-Ad Valorem programs.
- Streamlined project workflows, enhancing efficiency and reducing operational delays.
- Managed stakeholder communications to ensure alignment on project objectives and timelines.
- Coordinated regulatory compliance efforts, ensuring adherence to Code, Ordinance and policy.
- Developed billing systems specifications to transition from Enquesta to Oracle/SPL.
- Developed in-house Access database that ran all billing and communications activities for >60k parcels.
- Lead community connection meetings for reclaimed water and infrastructure assessment programs.
- Led operational initiatives to improve water, sewer and reclaimed water connection rates across service areas.
- Fostered partnerships with community stakeholders to promote sustainable practices in reclaimed water use.
Skills
- Budgeting and rate planning
- Project Management
- Account reconciliation
- Functional Project Lead (Billing systems)
- Specification writing (functional / technical)
- Code, Ordinance, Business Process writing
- Business process re-engineering
- Performance Management and KPI development
- Coaching and Mentoring
- Change Management
- Strategic Planning
- Stakeholder Management
Timeline
Operations and Revenue Manager
Hillsborough County Water
01.2018 - Current
Assessments Programs Manager
Hillsborough County Water
09.1993 - 12.2017