Director of Customer Operations, Eastern Municipal Water District
Charles Kamweru is the Director of Customer Service for Eastern Municipal Water District. In this role, he is responsible for Call Center Operations, Billing & Collections and Meter Services. During his five year tenure at EMWD, Charles has successfully led efforts such as redesigning the call centers Interactive Voice Response (IVR) with a focus on improving the customer experience and highlighting self-service options, oversaw the close out of the Automated Metering Infrastructure (AMI) project which saw over 150,000 meters converted to this new technology, successfully rolled out the various provisions of Senate Bill 998 as well as led various efforts aimed at addressing the ever growing arrearages brought on by the Covid-19 pandemic. Charles has also been leading a two-year implementation project of EMWDs Customer Information System (CIS) including a customer portal and mobile work management system. This project is scheduled to go live late summer 2021.