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Planning Committee Spotlights: Peggy Miller, City of Fort Worth, TX Water

Writer's picture: IUCX PublishingIUCX Publishing

“My role at the City of Fort Worth’s water utility is to lead the customer relations department, ensuring we build strong connections and exceed our clients’ expectations, which includes the contact center, billing/accounting, business operations and customer accounts management sections,” explained Peggy Miller, now in her third year as a Planning Committee member. She is most proud of two KPIs related to her purview: Contact Center Service Level and Monthly Bill Processing. The first stands at 98%, the second at 99.2% - both enviable service metrics that other utilities strive to achieve.

 

Assigned to the Contact Center Workshop track and Deep Dives category, Miller brings a wealth of industry experience from Fort Worth and her previous employer, Austin Energy. Always gracious and resourceful, Miller actively encourages her staff and other coworkers to attend IUCX. She is also proud that the City participates in the LeadNext program, and she ensures customer service programs submit a couple of abstracts for consideration as Workshops or Deep Dives each year.

“My favorite part of being a PC is our mutual cooperation. Despite having various backgrounds and objectives, we all seem to work together to ensure that Conference is a success!” - Peggy Miller

Outside of work, Miller enjoys taking trips with her church to conferences and events throughout the U.S., collecting African American Barbie dolls, and most of all, hanging out with family. Their most recent excursion took them to Jamaica where all eight siblings, along with their close families and several special friends made an entourage of 52! While she spent a lot of time shopping, others enjoyed the beach, wonderful food and especially sunsets at the famous Ricks Café. Miller is currently reading, Atomic Habits by James Clear. “It reveals,” Miller said, “practical strategies that can teach how to form good habits, break bad ones and master the tiny behaviors to being successful.”

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