1. Alan E. Williams
3610 Tea Rose Glen ▪ San Antonio Texas 78259
Cell: (210) 857-4870 ▪ Email: aewilliams@yahoo.com
EDUCATION
Wayland Baptist University, MPA., Governmental Public Administration (2014)
University of the Incarnate Word, BS., Business Management (Cum Laude) (2000)
University of Michigan – Ann Arbor, Michigan, Executive Management Program –
Management of Managers (2003)
WORK EXPERIENCE
SAN ANTONIO WATER SYSTEM
April, 1985 – May 2015
DIRECTOR, CUSTOMER SERVICE 2/08 to 5/15
Responsible for a $6.6 million annual budget and 136 employees. Oversee all customer
service field operations. Create strategy and vision for success, create and implement
process improvements, track daily, monthly and annual productivity and identify
technology improvements to improve service. Communicate vision to staff members,
handle escalated customer complaints and present at public forums.
• Created a single collections team focusing on inbound and outbound calls,
thereby reducing the customer disconnection rate by 20%
• Made process changes in the field services team resulting in production increases
of 32% and an additional $360,000 in revenue
• Helped implement new CIS and work order system
MANAGER, CUSTOMER SERVICE 01/05 to 02/08
Responsible for $5.1 million annual budget and 105 employees. Manage, Customer
Service Meter Services division including making process improvements, process
implementation, personnel issues, and handling escalated customer requests.
• Increased meter reading productivity by 43%
• Created a revenue protection team which increased income by $2.3 million
annually
• Assisted in the selection of new CIS/workorder/finance/human resources system

2. Williams - 2
PROJECT COORDINATOR 01/01 to 01/05
Assisted the Director of Customer Service in managing the daily operations of the entire
Customer Service Department, including budgeting, hiring, training, report writing, and
planning. Oversee the implementation of a 1,300 Automated Meter Reading pilot
program. Act as Department Director in his absence.
Lead Meter Reader 1996 to 2001
Telephone Contact Representative 1995 to 1996
Meter Reader 1986 to 1995
Messenger 1985 to 1986
PERSONAL INTERESTS
Vice Chair – American Water Works Association, Customer Service Committee
Immediate Past President –Toastmaster Organization
Immediate Past President - SAWS Federal Credit Union
Chairman - Accident Review Committee
Court Appointed Special Advocate (CASA)
SKILLS
Communication and listening, leadership, budget management, strategic thinking,
teamwork, problem solving, public speaking, conflict resolution, analytical ability,
planning.