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 six-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 worked with local and statewide customer assistance programs to secure over $4M dollars in customer assistance funds in an effort to address the ever-growing arrearages brought on by the ongoing pandemic. Charles also led a two-year implementation project of EMWD’s Customer Information System (CIS) including a customer portal and mobile work management system which went live in October 2021.
Prior to his role with EMWD, Charles was the Director of Marketing Operations for a for-profit education company and was responsible for vendor management, reporting and analytics, process improvements and strategic planning for two onshore and one offshore call center with over 500 representatives.
Charles is married and enjoys watching his children play travel and high school basketball.