Front row from left: Josh Flint, Megan Tillery, Tripp Morgan, Vincent Malvarosa, Lou Norris, Celene Soles
Back row from left: Mandy Joyner, Charlie Buck, Dustin Jenkins, Branson Rogers, Joe Metz
Twelve GUC employees graduated from the 2025 iLead Class in December. They are the 7th class to complete the program designed to equip GUC employees with essential skills for professional growth.
As part of the program, the 2025 class created two pilot programs that focus on improving customer service through cross training and safety through close call reporting.
“This year the projects were focused on safety and customers. The safety-focused team partnered with the Safety Office to expand incident reporting to include reporting close calls. The customer-focused group went straight to the heart of customer service to consider the business acumen through cross training of the GUC employees interacting with the Meter Division and customers the most,” said Organizational Development and Training Manager Carrie Peed.
The class featured a collection of different professional perspectives, with members bringing their own sets of expertise to the table. Together, they were able to develop projects succinctly using the leadership training they were given throughout the year.
Customer Relations Support Analyst II Mandy Joyner said the most rewarding part of her iLead experience was getting to know people she would normally not have had the opportunity to meet in her everyday work in the Customer Relations Department.
“I liked iLead. I enjoyed the networking opportunities it provided and the program taught me how to deal with different personalities,” Mandy said.
The networking and relationship building themes that took center stage for this year’s iLead class were fostered with intention and strategy by Carrie, with the help of Sharon Justice of Justice Leadership. Each year, they adjust parts of iLead to suit group dynamics.
This year, the class featured such a wide array of personalities and experience that Carrie and Sharon split the iLead group into team groups earlier than they normally would, giving participants more time to build relationships within their project teams.
“Allowing them to develop as a new project team, while being immersed in the team-building part of the curriculum provides an in-the-moment practical application of learning. The focus wasn’t on the project at first, but on the newly formed team itself,” Carrie said.
Customer Service Cross Training
The Customer Service Cross Training Pilot Program was created to address issues that Customer Service Representatives face when attempting to help customers understand the work being done by the Meter Division. Seeing the Meter work firsthand, and gaining a better understanding, helps them better inform the customers. This reduces miscommunication and repeat calls, while increasing efficiency and effectiveness.
“A lot of feedback from Customer Relations was related to seeing Meter employees working in the field and understanding the end result of that work. That is how we landed on sending our Customer Relations people out to cross train with the Meter Division.
Customer Support Representatives, Support Analysts, and Cashiers will become more confident and comfortable while they are helping customers troubleshoot,” said group member Megan Tillery, Wastewater Treatment Plant Chemist I.
Customer Relations staff and Cashiers will participate in ride-along trainings with a Meter Technician in the field as well as training time in the Meter Shop.
Enhancing Safety Through Close Call Reporting
The Enhancing Safety Through Close Call Reporting program was crafted after this iLead group identified the low number of formally documented close call safety incidents since 2021. The group highlights that close call reporting is an integral part of preventing serious injuries, fatalities, and operational disruptions.
The solution that the iLead group is pursuing is a three-fold program that focuses on streamlining the close call reporting form, automating the email notifications, and creating a centralized searchable database within the Safety Suite.
They could then offer a computer-based training module to build awareness and understanding, as well as recognizing and incentivizing participation in the program.
“We wanted to make close call reporting more accessible to everyone,” said group member Vincent Malvarosa, Facilities Engineer II. “Currently, supervisors are the ones who can report close calls, and we wanted to open it up to all employees.”
See Built for You to learn more about GUC’s leadership training through HR’s development programs. (LINK on Newsfeed & PAGE # in print).
2026 iLead – How to Apply
Full-time employees with at least one year of employment at GUC are eligible to apply. Leadership isn’t about a title; it’s about influence, and every team member has the potential to lead.
Information Sessions:
Join me at one of our upcoming sessions to learn more about the program, application process, and the 2026 schedule:
- January 27, 2026, at 8 a.m. – Operations, Meter Conf. Rm.
