Sharon B. Grove joined the executive team at the Los Angeles Department of Water and Power (LADWP) in May 2012. She is helping to drive a better customer experience across the Department for the residents of the City of Los Angeles. Ms. Grove brings many years of utility and customer service management experience to LADWP.
Ms. Grove is responsible for leading the Customer Service Division operations, directing and positioning customer experience strategies, aligning business processes, deploying customer contact strategies, promoting and managing efficiency programs and services, and outreaching to low income communities. Ms. Grove is passionate about customers and employees, and believes in transforming the customer experience from previously performing transactions to actively problem-solving and building relationships. Current efforts are focused on helping the residents and businesses of Los Angeles manage the challenges that the pandemic has brought, including a comprehensive plan for our low-income customers and communities.
Recent customer engagement development efforts at LADWP during 2020 include online appointments and consultation services, redesigning customer service centers to promote programs and maintain a neighborhood presence, and providing contactless leak detection walk-throughs.
Ms. Grove holds a Bachelor of Science in Business and Economics from Lehigh University, and a Masters of Business Administration from Northwestern University Kellogg School of Management.