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Designing an Effective EV Charger Rebate Program at Ameren Missouri
This webinar examines how Ameren Missouri designed and launched an EV charger rebate program supporting public, workplace, and multifamily charging. Learn what worked, what required adjustment, and...
The Evolution of Business Continuity: From Fire Drills to Multi-State Logistics
This session explores how business continuity has expanded from its early, operations-focused roots into a broader capability centered on sustaining critical business functions through any disrupti...
Preparing for the April 2026 TCPA Deadline: What Utilities Need to Know
With the April 2026 TCPA compliance deadline approaching, utilities face increased risk from class-action litigation and heightened regulatory enforcement. This webinar presented by Chartwell and H...
Optimize Your Call Center Performance: Learn About Centerpoint Energy’s INSPIRE program
Discover how CenterPoint Energy’s 2X global award‑winning INSPIRE Coaching & Development Program is transforming call center leadership and operational excellence. Designed specifically for Supervi...
Hawaiian Electric Elevates Customer Service Through Employee Empowerment
Hawaiian Electric Company is the recipient of Chartwell’s 2025 Gold Award for Excellence in Customer Experience for its Customer Service University (CSU). Despite rising demands and limited resources, CSU was developed as a self-sustaining initiative designed to empower employees to rise beyond meeting expectations to leading with confidence. Although the model originated from necessity, it has been refined through vision and driven by heart. Hawaiian Electric acknowledges its customer service employees are being asked to adapt to new technologies, navigate complex programs, adjust to a rapidly changing landscape, and operate under resource constraints. CSU was designed to bridge these gaps and has proven that a mindful investment in teams not only builds skills, but also constructs a solid organizational future.
Speakers:
Dr. Tanya Diaz-Chong, EdD, MAM, Manager, Customer Service Improvement, Hawaiian Electric
Dr. Tanya has proudly served Hawaiian Electric since 2012, dedicating her career to enhancing the customer experience with Aloha. As Manager of Customer Service Improvement, she leads initiatives in organizational change, learning and development, and strategic program management. Her background spans roles in analytics, finance, operational excellence, and leadership across utility, retail, nonprofit, and construction sectors. She holds a Doctorate in Organizational Change and Leadership from USC, a Master’s in Management, and a Bachelor’s in Business Administration. She also serves as VP of Finance for ATD Hawaii. Outside of work, she loves traveling with my family—next stop: New Zealand—and she’s an avid moviegoer.
Laurel Brooks, Learning and Development Specialist, Hawaiian Electric
Laurel has worked at Hawaiian Electric since 2017 – being born and raised in Hawaii, coming back home after college on the mainland was priority. She has a BA from Southern Illinois University Edwardsville in Speech Communication and an MA from the University of Colorado Boulder in Organizational Communication. At work, she loves driving strategy and getting results through fun and engaging learning that empowers learners and creates great dinner conversation. At home, she loves British cooking shows, yoga, and spending time with her family – including her 5 and 2 year old!
