Colleen Sicley, Director of Customer Relations, has dedicated 20 years to public service, with the past 10 years serving GUC and our customers. She first joined GUC’s Customer Relations Department as a Customer Service Supervisor and stepped into the role of Assistant Director in 2021. She was promoted to Director this June. Her steady growth through these leadership positions reflects both her commitment to the Department and the strong relationships she built along the way.
As Director, Colleen oversees the Department’s daily operations, budgeting, and strategic planning. Customer Relations includes Energy Services; Support Analysts for credit, revenue protection, and billing; and Customer Contact Representatives at the Operations Center, Main Office, and Express Office. Colleen and her teams work closely with all departments on all levels of operation. Over the years, Colleen has directly assisted with projects that affect our customers, like our website, online customer portal, Cityworks, and CCS implementation. With our last couple of website redesigns and updates, Colleen assisted with the addition of the online chat tool and language translation. She was also instrumental in the Customer Relations Department reorganization that took place in 2023 that now provides better support to the walk-in locations, improves the employee to supervisor ratio, and provides staff with more growth opportunities.
Colleen came to GUC after working a decade with the City of Greenville. She began in the City’s Public Information Office, and soon after transitioned to Public Works where she worked in refuse and stormwater billing. She has a Master of Science in Political Science degree from Suffolk University in Boston, MA.
During her spare time, Colleen assists her children’s school when needed. “My primary function when I’m not at work is supporting my children,” she says.
FUN FACT: Throughout her years in college, Colleen worked in road construction during the summers for Hi Lite Markings. She did everything from holding paint hoses to placing reflective beads along the paint lines. She said, “It was so much fun!”
Did you choose leadership or did leadership choose you?
Both of my parents were in leadership roles, so I heard the conversations and stories they told. At the time, I didn’t really think about it. I think it chose me because it was something I was familiar with and saw so much of growing up.
What have you enjoyed most about your leadership role?
I think it’s the people aspect and being able to help my employees get through hard days and tough situations. Also, seeing the potential in them and sometimes convincing them that they have what it takes to move into roles they never thought they would be in but are now exceeding in. That’s been my favorite part of leadership.
What have you enjoyed most about your career in the utility industry?
When I interviewed for my first job at GUC, George Reel asked what my career goals were. I told him that I wanted to be in a position where I can continue learning and not feel stagnant. And he was absolutely right when he said, “you’ll be good over here,” because there is something new to learn every day. It helps that we offer multiple services, but our programs and offerings and systems change quite frequently. The utility industry allows people to learn something new as long as they’re willing to learn.
What advice do you give to those new to a leadership role?
Develop relationships with your employees. Knowing their values, learning styles, and communication preferences can help prevent issues. I think you’re going to find out more of what you need to know sooner if you have those good working relationships with employees.
How do you approach decision-making in challenging situations?
Talk to the people who know the most about the situation and those impacted the most. Use their input to find the best solution.
Did you have any role models or mentors who helped you along the way, and can you share any of their advice?
I mentioned my parents, and they had two very different approaches to leadership. But they were both honest with their employees, good or bad, and I think that’s the best approach. I also never forget Mary, the office manager where I worked during high school. She was very witty and always said that humor goes a long way. I watched her insert that humor and wit into tense situations. I’m lucky that I had a lot of mentors early - before I became a leader.
How do you prioritize work-life balance as a leader?
Thankfully, all of my bosses at GUC have encouraged me to have a good work-life balance. Trusting the people who work for you and having those honest conversations about when you need to be away with the children or family is what’s helped me the most.
What did you want to be when you were younger?
Librarian. Then in high school I was leaning towards being a history professor. In college, I realized I liked the political part of history and turned my focus to political science. Then I did a lot of work at the State House in Boston and realized I did not want to go into politics. My advisor suggested that I continue with the political science master’s program but take more public administration classes. The public administration classes are what brought me to Greenville for a career. And now here I am.
What is your proudest career accomplishment?
The restructuring in Customer Relations that really put us in line with our billing system, our internal policies, and our regulations. Looking at the utility as a whole allowed us to set up the Department for our future needs and not just our current needs.
What was your very first job?
My dad was a warehouse and fleet manager at a chemical distributing company, and I worked in the office there.
What would you like us to know about your family?
Much of my free time is spent with my family, especially attending my children’s activities and school events. I now have a rising high school senior and a rising high school freshman, so next year will be busy. I grew up on the Canadian border in Northern New York, but don't hold that against me. I moved here in 2006 and much prefer Eastern NC.
What is your favorite family or holiday tradition?
Christmas is my favorite time of year. Not just because people tend to be much nicer then, which is good when you’re in customer service, but because my family has a lot of holiday traditions we’ve done since I was a child. I love sharing those experiences and traditions with my children and creating new memories.
What is your favorite band, singer, or music genre?
I like a variety of music. My Spotify Wrapped is always unpredictable. It depends on my mood.
What have been your favorite travel destinations?
Having grown up in the snow and cold of the Adirondack Mountains, I’ve stuck to traveling to beaches.
Do you collect anything or have any hobbies?
Reading.
What’s your favorite season of the year?
I really like the summer. Children get to be out of school. Lots of flowers and green grass (unless there’s a drought like this year). And less traffic in Greenville!
Do you have a favorite sports team?
ECU Pirates of course and Tennessee Volunteers.
Do you have a favorite quote?
“Only the guy who isn’t rowing has time to rock the boat.” French philosopher Jean-Paul Sartre
Do you have a favorite podcast?
Customer Relations employees will tell you that I love a good podcast. But my consistent favorite is the Bible Recap.
