Sharon Whaley, Director of Customer Service at San Jose Water, has spearheaded a remarkable transformation in the department following a 20-year break to raise her triplet sons. Upon her return, she addressed pressing challenges such as low staffing and diminished morale by securing additional personnel and modernizing training programs, resulting in significantly improved response times and heightened customer satisfaction. Under her visionary leadership, the department has embraced advanced technologies like InvoiceCloud for seamless payment processing and launched a Smart Metering Infrastructure project to enhance operational efficiency and customer engagement. Honored with the Customer-Centric Innovation Award, Sharon exemplifies servant leadership and an unwavering commitment to excellence, inspiring her team and setting new benchmarks for innovation within the utility industry.
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