Meet Pam Haldi
Senior Customer and Energy Services Program Manager
Employee of the Month for July
Senior Customer and Energy Services Program Manager Pam Haldi is an innovator, recognized by her friends and peers for her ability to streamline complicated processes, ultimately improving employee and customer experiences. Pam’s keen eye for efficiency and her talent in creating positive, time-saving changes are among the many reasons why she is the PUD’s Employee of the Month for July!
“Pam is an excellent team member and employee,” says Senior Business Analyst Brianne Zaretzke. “She goes above and beyond to give our employees and external customers an excellent customer experience.”
One example is the PUD’s newly upgraded Interactive Voice Response (IVR) phone system. Recent changes now make it easier for customers to report an outage by speaking their address into the phone, rather than punch a lot of buttons to enter the information. A Spanish-language option was also added, ensuring the improvements serve a wider range of customers.
Pam was instrumental in the changes, her coworkers say.
“Our external customers are benefiting from the new Outage IVR,” Brianne says. “Due to Pam’s testing and coordination, our customers will now be able to have a much better phone experience when they have to report an outage.”
Pam’s coworkers have also benefited from her understanding of IT and business processes.
“By integrating engineer information into GIS and Web-IC, Pam helped change a terrible business process,” Brianne says. “Before, all users would need to go to a map on a wall, look for an address and use the key to look up a reference sheet to find the engineer information. Now they can log into GIS or Web-IC and find the information by entering the address!”
“The savings in time are evident,” Brianne continues. “It’s incredible how many different departments get to benefit from her efforts. She is always providing better tools and innovation to support our employees and customers.”
Change is familiar to Pam. She’s seen plenty of it in almost three decades with the PUD! Pam will celebrate her 27th anniversary as an employee next month. She began her career as an Office Support Specialist/Utility Clerk before quickly moving into the role of Customer Service Representative. Through the years, Pam has risen through the ranks as a Senior Programmer Analyst, Business Analyst and Senior Business Analyst. In May of this year, Pam was promoted to her current position as Senior Customer & Energy Services Program Manager.
“Pam is a hard worker I can depend on to deliver the best possible solution for our customers and employees,” says Julie Thompson, Customer Systems Manager. “She can come in at any stage of a project and make a positive impact. She’s a leader on our team who shares her years of experience with co-workers, making them better at what they do.”
Congratulations on this well-deserved honor, Pam! Your innovative thinking and ability to implement positive change are true assets to the PUD and its customers!