Building Bridges, Driving Change: Rebecca Houser’s Vision for Inclusive, Customer-Centered Transformation

As a 2025 Women Who SPARK Award winner, Rebecca Houser of ContactPoint 360 is being recognized for her transformative impact on customer operations and her ability to balance efficiency and empathy. With a career devoted to improving utility customer experiences, Rebecca’s story reflects resilience, innovation, and a relentless commitment to inclusivity.

Putting the Customer at the Center

For Rebecca, creating a customer-centric operation is about more than process—it’s about perspective. “Customers need to feel seen and understood,” she explains. She has been instrumental in reimagining how utilities communicate with customers, emphasizing clarity, accessibility, and respect. By tailoring communication strategies to reflect the realities of diverse communities, Rebecca has helped her clients foster stronger trust and improve long-term satisfaction.

Innovating for Inclusivity

One of Rebecca’s most impactful initiatives was her team’s recommendation to offer utility bills in Spanish, ensuring Hispanic customers could fully engage with their accounts and services. For her, inclusivity starts with listening. “We identify opportunities by paying attention to what customers are telling us—sometimes directly, sometimes indirectly—and then designing solutions that remove barriers,” she says. These initiatives not only reduced frustration but also signaled that every customer’s experience matters, regardless of language or background.

Turning Insight Into Impact

Rebecca has led several initiatives that have reduced call volume while simultaneously improving understanding and satisfaction. Her approach is rooted in proactive communication, anticipating customer needs before they escalate into service issues. By simplifying processes and clarifying policies, she has made it easier for customers to find answers on their own while keeping the option of supportive, human interactions available when needed. “It’s not about deflecting calls,” she explains. “It’s about empowering customers with the knowledge and tools they need.”

Mentorship with Meaning

Beyond systems and strategies, Rebecca is passionate about people. She sees mentorship as one of the most powerful tools for professional growth. “I tailor my guidance by understanding each person’s goals and how they learn best,” she shares. By adapting her style to meet individuals where they are, she helps team members grow both personally and professionally. Many of her mentees have gone on to assume leadership roles themselves, a legacy she is particularly proud of.

Balancing Efficiency with Empathy

Rebecca is recognized for her ability to develop operational models that drive efficiency without compromising humanity. "When developing metrics and strategies, I focus on what truly impacts our teams and customers," she notes. By involving employees in defining and reviewing performance measures, she ensures that goals remain relevant, achievable, and tied to outcomes they can control. The result is a culture of accountability that also feels supportive and collaborative.

Lessons in Transformation

When asked what she is most proud of, Rebecca points to her ability to communicate the “why” behind change. “Advancing operational models requires balancing urgency with empathy,” she reflects. “Clear, frequent communication helps people feel supported even when the goals are ambitious.” Her leadership philosophy emphasizes listening to feedback, addressing barriers, and keeping teams engaged through every phase of transformation.

Inspiring the Next Generation

For Rebecca, the Women Who SPARK Award represents more than recognition—it’s a call to action. “This honor reinforces the importance of lifting others as we advance,” she says. She encourages emerging leaders to speak up, seek out mentors, and build intentional relationships across their organizations. “Your influence grows through trust and consistent follow-through,” she adds.

A Legacy of Inclusion and Excellence

Rebecca Houser’s journey demonstrates that operational excellence and customer experience are not opposing goals—they are complementary when led with vision and heart. By embedding inclusivity, fostering mentorship, and driving innovation, she is helping to build utility operations that are not only efficient but also equitable and enduring.